Great Call Centers Hire Great Talent

Great Call Centers  Hire Great Talent

Finding the right talent can be one of the most challenging and exciting tasks a company/person can do. All too often leaders hire for skill but terminate for behavior. Credible call center professionals pay attention to their top talent and how they work and behave. 

Call center professionals who invest time, effort and create a well-designed structured behavioral-interviewing program can help managers more accurately predict a candidate's potential for success on the job. Such a program can also reduce potential legal challenges to the interviewing process.

During this 60-minute presentation, participants learn to determine their top 5 traits that will help them write great questions, predict call center behavior and hire the right people for their organization.

Learning Outcomes

·      Define behavioral interviewing, selection and talent interviewing concepts

·      Learn how to listen to your top talent to create questions and predictive response

·      Discuss how top traits can be turned into questions which will produce better hiring practices.

Lunch and networking 11:15-11:30AM

Program 11:30AM-1:00PM

$30 Members / $35 Future Members

 

About the Speaker:

 

 

Bob Lewis is the principal of LTC, Lewis Training and Consulting. 

LTC believes that adults learn best when engaged with clearly stated objectives, strongly developed content, and activities that relate to the learning of the course.   Bob Lewis is well known for creating activities that meet that needs of all learners.  He is sensitive to include activities and discussions that meet all styles of learning to include the visual, auditory, and kinesthetic learners.  Humor is an important aspect of all of his classes.  Bob knows that when participants laugh and learn that retention of the learning concepts are high and sustainable.  LTC uses activity-based learning, videos, discussions, and other adult learning principles. 

Bob has more than 25 years of experience in leadership and management coaching and training, public education, human resources and leadership and management training. 

He has worked extensively to help corporations and organizations develop talent management processes, including behavioral interviewing, coaching and counseling employees, setting up mentoring programs, building leadership assessment tools, developing and implementing leadership programs and certifications, employee retention and exit strategies, and many other areas related to employee and leadership development.  He has developed and delivered these training workshops to state and federal government, national and local corporations and educational entities throughout the United States.

Bob has established expertise in the following areas:

Leadership/Management- Bob has more than 25 years of experience in leadership/management development. His areas of expertise include strategic thinking, executive coaching, developing strength-based initiatives, and designing performance management systems. Bob has worked with small and large corporations to create virtual leadership courses, 360-degree feedback programs, and succession plans for organizational leaders.

Communication -Bob has created webinars on meeting facilitation and virtual management. He has created communication certification programs and developed communication flexing courses. Bob has extensive experience in creating neuro linguistic profile assessments.

_{Behavioral interviewing}-For more than 20 years, Bob has been developing behavioral-based interviewing programs for large and small organizations. He is certified in leadership- and employee- structured selection processes. He has trained and mentored executives in behavioral interviewing techniques.

Assessments- Bob is certified by the Center for Creative Leadership Certification in Skill Scope and Key Organization Development and Assessment. He is also certified in Myers-Briggs Type personality assessment and has a Virtual Leadership Certification. Bob has created leadership assessments for corporations and government entities to identify potential leaders from within their ranks.

Bob’s work experience includes Training Manager/Consultant at Texas Parks and Wildlife, the Business Development Officer for The University of Texas Professional Development Center, HR consultant; Recruiter in the technology and engineering fields; and Principal and Human Resource Professional in the public-school system.

He earned his Bachelors of Arts in Education from the University of Nebraska at Kearney and his Master’s Degree in Educational Management from the University of Houston.