How e-learning can be used as a mechanism to further talent pipeline development for call centre team leaders at an industry level. Presented by Deon Benito, who previously headed up the Talent Management Division at Metropolitan, to Status Staffing (who hosted the event) to show them how to leverage this skill and give them a better understanding of the e-learning environment.

1. E-LEARNING & TEAM LEADER DEVELOPMENT

2. Learning technology and team leader
development: The opportunity for technology
to shape team leader pipeline development.

3. What we do
Primarily a learning technology company with a
strong focus on content development
Content is developed in various formats:
eLearning, video, animation and games
Content is deployed through technology – LMS
Portals, Mobile Devices and Tablets

4. BPeSA Skills Strategy highlights the issues facing
team leader development in the Western Cape:
1. Competent team
leaders are very
difficult to recruit
3. Lack of
standardised
training
content
2. Slight
variations in
skill requirements
between BPS&O
companies
4. General
need to keep
training costs
low

5. Leadership Pipeline Model
Did you
know?
Ram Charan, Stephen
Drotter, and James Noel
developed the Leadership
Pipeline Model, based on 30
years of consulting work
with Fortune 500
companies.
They published the model in
their 2000 book, "The
Leadership Pipeline," which
they revised in 2011.

6. Group Manager to Enterprise Manager
Business Manager to Group Manager
Functional Manager to Business Manager
Managing Managers to Functional Manager
Managing Others to Managing Managers
Managing Self to Managing Others

7. Talent
Management
Cycle
Diagnosing
& Assessing
Readiness
Providing
Feedback
Determining
Business Drivers
Measuring
Success
Building the
Success Profile
Executing the
Development
Plan
Creating the
Development
Plan

8. How can technology support the
talent management cycle?

9.  Competency based assessments
 Leadership potential assessments
 360 degree assessments
 Case Studies
 Simulations
Diagnosing and Assessing Readiness

10. • Email
Providing
Feedback
• Webinars
• WebEx
• Chat rooms
• Online forums

11. Creating the Development Plan
• Traditional LMS systems
Able to deploy content and assessments
• Talent Management Systems
Able to facilitate:
 Performance management
 Goal management
 Compensation management
 Talent acquisition / recruiting
 Learning management systems
 Career development
 Succession planning

12. Executing the Development Plan
2.
1.
Classroom
training means
time out of the
operational
environment
Balancing operational
requirements & individual
development
3.
Not enough
engaging
content
Challenges facing team leader development

13. Executing the Development Plan
A course menu that team leaders can access at their desks:
Self
Awareness
Communication
Diversity
Motivation
Delegation
Performance
Management
Team
Synergy
Situational
Leadership
Coaching
&
Mentoring

14. Executing the Development Plan
Benefits of this approach:
Generic content –
standardised & quality
vetted
Aligned to the industry
objectives
In the near future this
will include qualification
content as well

15. Executing the
Development
Plan
Develop an
Online Toolkit
Employment
Conditions
Career
development
Performance
Reviews &
recognition
Selection
CULTURE
Training &
performance
feedback
Performance
Planning
Recruitment
Orientation
Probation

16. Executing the Development Plan
Creation of a
Team Leader
Toolkit
Performance
Planning
What do team
leaders need to
know?
Definitions &
Context
How to do it?
What tools do team
leaders need?
What resources
could assist team
leaders?
Policy
Guidelines
Videos / Demos
Checklists
Discussion
Forums / Peer
Collaboration
Tutorials
"Ask an expert?"

17. Gamification
Responsive design – computer, mobile
& tablet
Mobile & tablet application
Increased video &
animation content
Executing the Development Plan
Creating Engaging Content