Leadership Cadet Development Program

We turn agents into Leaders

Many contact center companies place little time or value in developing agents into future leaders. That’s not the case at Transparent BPO, where agents can choose to advance their leadership skills even before vacancies exist.

Nothing is more important to the ongoing success of a contact center than its ability to identify and develop tomorrow’s leaders — today.

Too often, contact centers fail to plan far enough ahead to identify and develop potential leaders. The lack of planning compounds one mistake with another — putting people in roles for which they are unprepared. That’s why the number one priority at Transparent BPO is to create career paths for potential leaders, from team leads to operations managers to site directors.

When it comes to leadership development, many BPOs make two very common mistakes:

It’s not unusual for a BPO to put its best floor leadership in a new program, to ensure the optimal chance for success. While that works in the beginning, the BPO will eventually need to move that leader or leadership team to the next new program and often replace them with leaders who are either not well trained or who lack the skills and aptitude required to be successful in a management position.

Take the best agent on a program and promote him or her to a management position without either a selection process or methodology for providing the person with the right skillset.

That’s not how we do it at Transparent BPO. Enter “Leadership Cadet”

Leadership Cadet Development Program

At Transparent BPO, we know nothing is more important to the ongoing success of a contact center than its ability to identify and develop tomorrow’s leaders — today.

That’s why, we developed the ‘Leadership Cadet’ program to generate a continuous pipeline of emerging leaders, trained and ready to step into programs as they grow or as new opportunities become available.

We began Leadership Cadets to recognize the personal investment our employees make in the success of the business every day and to encourage and incentivize growth for those who want to make working in the contact center industry a career.

Since we launched our entry-level leadership training program in 2017, we’ve seem more than 85 percent of graduates being promoted to positions of greater responsibility, such as operations managers, team leaders, quality assurance managers, trainers, and mentors.

Rising Stars class

What makes these Leadership Cadets special?

They are…

  • Motivated candidates: Agents who aspire to become leaders can begin self-study courses in the Leadership Cadet Academy.
  • The cream of the crop. Once certification is complete, those who demonstrate consistent leadership values are invited to Leadership Cadet Basic Training. Once complete, they participate in a boot camp allowing them to put leadership theory into practice.
  • Award winners. A high percentage receive company awards each year based on performance.

“Leadership Cadets are those who do the right things every day, helping others who struggle, stepping in to provide support, taking on extra work… even before they wear a badge that says ‘Leader.’ “

Pat Ricken, Director of Leadership Development

Leaders are in the pipeline, ready to help you achieve program success.

Ready to partner with a BPO that focuses on continuous employee leadership development? Then give us a call