After working with us to assess the Consumer Services, Sales Team Leader (STM) population, we identified an opportunity to further develop the competencies required of a great STM.
We believe outputs should be delivered as tailored and specific to the client as possible. To make this happen, Ember conducted a needs analysis of the existing manager populations in the contact centre environment based on the Assessment Centres we ran.
The learning styles and individual needs of the STMs were listened to and balanced against the needs of the business, the leadership perceptions and the regulated nature of the organisation.
From working in collaboration with operations and learning & development, we were able to identify and then prioritise a programme of modern leadership development practice and also build sustainable skills for their future needs in-house.
We have seen and captured verbatim examples of learning being put into practice.
Across the 7 competencies, we have seen a growth in confidence through the self-reflections in more challenging competencies and have built great relationships with leaders across the client group.
Our high levels of feedback scores across the programme:
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