Um membro da equipe está sempre atrasado para os turnos. Como você pode resolver a tensão entre a equipe do seu call center?

One thing I found important is understand the business needs completely especially around staffing during these times. Understanding the impact on the business, the team and department initiatives. Understanding these details allows you to be prepared to have a conversation with tarty employees so you can show them the impact it has on the business. Although this is important protect business needs it is equally important to get to the root of what is causing these employees tartiness events. There is a lot of pressure to meet the targets but always remember the front line workers are the most important assets to our businesses and they should feel important and valued. The way we handle things can make or break our people.

One thing I found helpful is just be present, positive and respectful. You can always say something positive about someone while delivering critical feedback for someone to correct their behaviours. People who don’t know the impact their lateness has on the business and their teammates is part of correcting this issue. However we need to dig deep into the matter and offer realistic options to help out where we can help people to improve. Hold them accountable for showing up on time and appreciate their efforts in working towards improvement. Setting up smart goals up to and including corrective action plans are essential for success, this allows you to set clear expectations and provide a clear path for you people to strive for.

Actually I disagree with this method for this particular topic and caution anyone wanting to use this approach is protecting your team from directly singling out team members. This would be very difficult to do with a team you want to be open and transparent about their work and not target the team mates not meeting their responsibilities. I feel this approach would be vulnerable to creating a mob mentality during the meeting and create a negative impact on your team entirely in the context on the workplace environment and the teammates performance. I would suggest that you consider working one on one with your team and address this matter with everyone during 1on1 as they concerns come up in real time.