No matter what industry you’re in, the skill and cohesion of your management team will be the factor that ultimately determines the quality of your outcomes. Your management team is the backbone of your company’s success.
A strong management team will:
- See problems before they happen.
- Position their company to stay ahead of their competitors.
- Look after the people they’ve trained and invested in.
When it comes to Contact Centers and Back Office Operations, the quality of management will be the ultimate determiner of success in your relationship with an outsourced provider. These business components require a high-functioning management team to run smoothly and ensure your company goals are being reached.
In our latest article, we examine the key features of high-functioning management teams, their crucial role in your business, and the Omada One approach to building exceptional management teams for Contact Centers and Back Office Operations.
The problem with stagnant management teams
If your management team is missing the mark, your business will feel it, but many companies aren’t looking at the right symptoms when identifying stagnant management. This is because contact centers and back-office operations are frequently assessed through the lens of operational output only.
While this is an important metric, it doesn’t necessarily offer insight into the performance of your management team. As a result, it could leave you missing markers relating to the long-term health of your business.
Some of the symptoms of lack-luster management are:
- Lack of innovation – if your company does the same things you did several years ago, have you evolved?
- Capability stagnation – competitors are outgrowing you in terms of capabilities.
- Overly focused on operations – contact centers tend to be heavily operations-based, but if too much of your focus is purely on operations – or staff – you will only be looking through one lens.
- Business isn’t achieving its goals – failing to move toward your high-level strategic objectives.
- KPIs and key metrics haven’t changed in the last three years – a clear sign of stagnation.
- Not measuring broad metrics – reporting only on a few business components instead of measuring everything.
If you’re noticing several of the above issues in your business, you might be struggling to build and maintain a functional management team. At Omada One, we view the building of high-level management teams as a key factor in success.
What are the qualities of a sophisticated management team?
Good managers will be constantly looking at the big picture and assessing how well separate organizational functions are working together to determine the health of your business.
High-quality management understands:
- The value of effective communication.
- How to stay three steps ahead of the industry.
- How to manage their people – not only to avoid poor performance but to minimize employee attrition.
- The value of creating a positive workplace culture.
- How to work with complementary skill sets to bring the best out of people.
Sophisticated management will always look to improve what the business is doing and won’t tolerate stagnation or complacency. Omada One views sophisticated management as a team engaged in continual evolution, not seeking to change the world overnight.
So, what should companies be working toward regarding high-level management?
The signs of sophisticated management
In any good management team, you must have a diversity of thinking – a blend of thinking styles and abilities. This means including people who are highly focused on operations, detailed/process-oriented people, free-thinking/visionary thinkers, and staff-welfare-focused people. This blend of expertise means the team will excel and achieve outcomes beyond the status quo.
A high-level management team will also embrace freedom of thought – empowering people to bring their views to the table regardless of rank or role. This approach creates a culture of exploring ideas deeply and encourages innovation.
Sophisticated management will:
- Build teams that are committed and focused.
- Measure all data points – what you can’t measure, you can’t achieve.
- Reward team performance over individual performance – focus on whether or not the outcome was achieved.
- Empower employees.
- Create a positive workplace culture
- Be focused on reaching high-level goals for your business.
- Determine whether your measurements relate to past or future indicators – avoid lagging indicators and aim for progressive ones.
A management team that consistently brings these qualities to your business will achieve far-reaching outcomes, build consistency, and improve employee retention and standard of work.
The Omada One Approach
Omada One uses the approaches outlined above to build exceptional management teams for our customers – more than just filling gaps, we exist to provide your business with the strategic advantage that only comes from having the right teams made up of the right mix of people.
At Omada One, our unique implementation approach is built around crawl, walk, run scenarios that focus our delivery to evolve and improve our customer’s business.
Our strong values and people-first approach drive our decision-making. We will use the same approach to deliver exceptional and sustainable results for your business.
