Fusion Contact Centre Services has launched a new development programme for its first level line managers. ‘Just…Leading Our People’ is being rolled-out across Fusion’s three UK sites and has been designed in-house to meet the current and future needs of the line manager population, allowing them to more effectively manage and lead their teams.
The five month programme will be a mixture of workshops, seminars and e-learning. Also, for the first time, Fusion will bring in professional actors to help train team leaders through role-play in various challenging workplace scenarios such as, how to handle difficult customers and sensitive staff conversations. A further part of the programme will see each participant receiving structured feedback from their peer group and team, as well as regular mentoring sessions from a senior business manager. In addition to workshops, each group will be tasked with a business challenge to complete by the end of the programme.
Dyfrig Jenkins, Senior Manager for Training and Development at Fusion, said: “Just…Leading Our People” is an essential development programme that provides a framework where line managers can learn and develop their skills. They will begin by building strong foundations in self-awareness and then become better skilled at leading the performance of their team, effective coaching and key HR people skills.”
Della Garmory, Associate Director of Fusion HR and Training and Development, added: “I am delighted that we have launched this new, exciting and stretching development programme for all of Fusion’s first level managers. It is a great opportunity to expand existing skills and capability to help drive improved performance in line with our business goals. Feedback is already very encouraging, everyone is getting something from it. Typical comments from participants include, ‘I was unsure what I was going to learn but it has exceeded my expectations’ and ‘It really allowed me to think about how I influence my surroundings’.