leadership

This year, we made a decision to implement the “Take the challenge” program in Transcom Poland. The aim of the program was to raise the need of sharing knowledge and ideas within the company. The program included Team Leaders and employees in the following departments: human resources, training and quality, and the business support team.

In the contact center industry, middle managers’ leadership can make the difference between success and failure of services and projects. In Transcom we deliver services that engage large teams, sometime about 300-400 people. In each case, in front of these large teams we count on a few brave men and women leading the services. At some point in their careers they decided to step forward. They chose not to remain in the background and found the motivation to help a group of people to achieve a set of objectives and results that would ensure the whole projects continuity.

Team leaders truly play a key role in our organization. They are the ones that have the shortest path to our agents’ minds and hearts. We know that many times, no matter how much agents like communicating, receiving commissions and working for Transcom, it’s their commitment to their team leader that makes them go the extra mile. But the need to motivate team leaders is often forgotten; letting them know that we acknowledge their importance and value their work often “makes the difference”.

Transcom is truly a people’s business and we all agree about the importance of having motivated agents in our teams in order to do a good job and produce the best results. At Transcom Leon, one of our Business Managers Eva Casado, has launched “Translibrary”; a book club for our team leaders.