I am sure that at one point or another, every call center manager has wondered if they have all the “pieces to the puzzle” of the manager role. In this article, Matthew Angello shares his thoughts on the subject of leadership roles.
Throughout my career, first as an executive and now as an executive coach, I have pondered the concept of leadership. There is certainly no shortage of available information and theories regarding what leadership is and is not. After years of working as, for and with leaders, I have developed my own construct of leadership that makes it readily understandable and actionable. I call it the three roles of a leader.
If you are someone who needs a buzzword-heavy moniker for concepts related to leadership, I am sorry to disappoint. But despite what the gurus would have you think, it really is very straight-forward.
There are three roles that all leaders must fulfill in order to be successful. They are all important, in most situations equally so, though this can sometimes vary based on the specifics of an organization.
