October 16, 2021 – Contact Center Associations of Asia Pacific (CC-APAC) present Leaders Talk discussion with the theme ” Young Leaders in Contact Center.” CC-APAC invited three professional speakers to the Asia Pacific contact center.
One of the speakers is Dian Ratna Furi. She is the Operation Manager of VADS, Indonesia. Dian said that so many young leaders would be born. They came up and brought new ideas and new perspectives. It is affected to contact center to leave all the traditional methods. Contact centers need to change and fast adapt to the condition.
For all young leaders, Dian said that we need to lead by example which contains the action to inspire. As a leader, she explains that we need to commit to the vision, mission, and even share the passion during coaching when meeting or individually. She also shared the experience when she got a big challenge for developing people who were older than her. She said that good communication is important to do.
Dian also explains that having good communication for dealing with elder people is very necessary. The young generation needs to understand their sensitivity during the works and their sensitivity about what they need when they aim in this organization. On the other hand, she found a millennial who likes to speak faster than action. Like she said before, the leader needs to give them an example containing action that can inspire them.
At the end of the discussion, Dian shared some tips about how to be a good leader. Dian said, “Leadership is not based on your age, not based on your rank, not depends on your job title, not depends on your position.” Then, she said that leadership is a choice, we choose and decide whether we want to throw out the rest of our team. Whether we want to look after them or us you want to give them without any direction.
It is your choice and you decide whether you want to lift the others in your team. She also said that young leaders have so many steps that they can do in their leadership quest like, first their need to walk the top, and then the communication. Also, the engagement, young leaders should have inclusion and sensitivity, integrity, and trust here. (ANF)