Chouinard Karen

Constraints for Leading in the Call Center Environment Chouinard Karen

Call Centers provide a challenging environment in which to provide leadership. The organization is typically hierarchical with many layers of management. The majority of the employees work autonomously but are often organized into teams reporting to one leader. This leader must motivate and engage these employees to provide a high level of customer service at all times. The leader has very little decision making authority in the call center hierarchy and is required to implement the decisions and ideas of those who often cannot relate to the role of the frontline employee. There is a lack of role clarity in this position with many administrative and supervisory tasks assigned, yet there is still an expectation of being an inspiring leader. Thus the reason for exploring the constraints to exercising leadership in the call center environment.