Here's how you can spot and nurture future leaders in your customer service team.

Leaders are super stars, this person you can see from the beginning, they are not only good persons of competent employees, they are the ones who will inspire the others, who will change the game, by being so strong, always human but with an infinite ambition. Concretely, you'll meet 1, or 2, or maybe 5 in all your career, but you'll know from the sec 1 that THIS IS A LEADER! ;)

Look for employees who display a take-charge approach to identifying and addressing challenges. Future leaders exhibit a mindset that goes beyond mere troubleshooting. They possess the ability to spot potential issues before they arise, anticipate future trends, and devise innovative resolutions. These individuals demonstrate initiative, critical thinking, and a strategic mindset, positioning them to navigate the complex issues.

1. Identify Potential Leaders: Observe high performers, gather feedback, and use performance metrics. 2. Assess Leadership Qualities: Look for strong communication, empathy, adaptability, and responsibility. 3. Provide Development Opportunities: Offer training, mentorship, and challenging assignments. 4. Foster a Supportive Environment: Encourage open communication, recognize achievements, and provide clear career paths. 5. Monitor and Adjust: Conduct regular check-ins, performance reviews, and promote continuous learning.

Start by looking for team members who consistently demonstrate strong problem-solving skills and take initiative. These individuals often show a natural ability to handle difficult situations and go above and beyond to ensure customer satisfaction. Once you've identified potential leaders, provide them with opportunities to take on more responsibility. This could be through leading a project, mentoring new hires, or handling escalated issues. Encouraging continuous learning and development is also crucial. Offer training programs that focus on leadership skills, such as effective communication, conflict resolution, and time management. Additionally, give constructive feedback and recognize their efforts publicly.

YES, but resources are not only about money! ;) Ressources are starting with your time, your vision & expertise, with the challenge you can propose for them, with the growing competence you want to target for them. Resources can also be with autonomous solutions, because money and / or product/tech will not solve everything. Teams need to be creative so that they propose alternatives when possible.

Customer support & operations globally are not just about processes, tools & communication, they are about a vision before everything. You need to have a clear vision of what is the best experience you want to propose, what is your values, and stay strong & clear about this. Then you'll be able to share it with your teams, and other teams to have a strategic & important place and impact for the whole company, but also to make your team visible and highlight their work.

Instead of providing solutions by being this manager who always says "please, do this.", challenge your team by asking "what you can put in place in this case? What is the best solution to you?" and push them in the right direction until they grow, and they know without you need to ask what is the direction, what is the vision, what is the issue & what is the solution. But trust is everything. Trust your teams, and make sure they trust you.