Contact Centre Mentoring Programs 2020

SMAART Recruitment’s Contact Centre Future Leaders Mentoring Program is designed to provide those who are moving into a leadership role as their next career step or are currently performing a leadership role with an opportunity to learn from peers within the industry to develop leadership, communication and decision making, amongst other skills.

Mentors and Mentees are matched together based on their goals, objectives and professional background, who then meet on a regular basis over the year to discuss & plan how to actualise these goals. Participants are given the required skills through an initial induction training session and are guided through the course of the year with facilitated sessions.

The 2018 program paired 15 Contact Centre Managers & Heads Of Contact Centres with Team Leaders in a 12 month professionally run program.

“My mentor has been fantastic. We built trust very quickly and she’s been able to really make me think about things in a different way. We meet every 3-4 weeks and I really value our time together, it has been a wonderful experience and really helped me grow”

- Mentee, 2018 Program

APPLY NOW TO BE A MENTEEAPPLY NOW TO BE A MENTOR

Adelaide 2019 Key Program Dates:

Applications open:  21st February 

Applications close: 15th March 2019

Program commences: early April 

Program concludes: December 2019


PROGRAM STRUCTURE:

Mentors and Mentees are matched based on application details submitted.

Mandatory separate inductions for both Mentors and Mentees are run in the first month, at which the details and objectives of the program are outlined (Induction Training provided).

Monthly mentoring commences between matched Mentor and Mentee pairs

Ongoing support provided by SMAART Recruitment

TIME EXPECTATIONS AND DATE COMMITMENTS

Commencement – Mentor 2 hour training, Mentees 2 hour training (early April 2019)

Three Mentor and Mentee meetings (separate sessions) of 1 hour during business hours.

Participants commit for 9 months, each pair expected to communicate monthly outside business hours for approximately 1 hr.

ELIGIBILITY

To be considered as a Mentee, it is understood that you have:

At least THREE year’s of experience in the contact centre industry.

At least 6 months of experience a leadership position (e.g Assistant Team Leader, Team Leader so on)

Mentees may also be Operations Managers or Contact Centre Managers of smaller centres.

To be considered as a Mentor, it is understood that you have:

FIVE to TEN year’s of experience in the contact centre industry.

At least THREE year of experience a senior leadership position (e.g Contact Centre Manager, Head of Contact Centre, Head of Sales/Customer Service)

It is likely that Mentor’s will hold (or have held) the title of Contact Centre Manager or equivalent.

MATCHING OF MENTORS & MENTEES

SMAART Recruitment will work closely with all participants to pair mentees and mentors together appropriately. This includes understanding industry competitors and ensuring that all pairs can work together in an open and honest way.

Mentors & Mentees will both be able to decline a pairing on learning of their pairing.

COST

Mentoring programs can often cost upwards of $8,000. The Contact Centre Future Leaders Program program provides exceptional value in the way it offers a mutually beneficial industry wide mentoring program at no charge through it’s sponsorship by SMAART Recruitment.

PRIVACY

To participate in this Mentoring Program, all participants will be required to sign a Code Of Conduct which outlines the expectations and boundaries of the program.

SMAART Recruitment will collect personal details for the purposes of the program. All personal details collected will be treated under the SMAART Recruitment Privacy Policy, which is available on request via james@smaart.com.au

APPLY NOW TO BE A MENTEEAPPLY NOW TO BE A MENTOR

FOR MORE INFORMATION

To find out more information on the Contact Centre Future Leaders Mentoring Program, contact James Witcombe on (03) 8637 4402 or james@smaart.com.au or Matthew Dew on 0455 948 779 or matthewd@smaart.com.au

Jacqui Sampson

Head of Statewide Customer Experience and Service Operations at VicRoads

“A great program to test your skills at mentoring outside your organisation and also to learn from your mentee.

Matthew Wood

General Manager Customer and Partner Services at Allianz Insurance

“Working as a Mentor to young leaders from different industries really helped develop my capability. I may have learned just as much as my Mentee through the process!”>