Jamie shares an incredibly honest and practical account of his journey — from struggling as a new agent and being transformed by a single Dale Carnegie quote, to leading high-performing teams, taking a career setback on the chin, and coming out the other side with a completely different perspective on what leadership really means.
In this episode:
* Why contact centre work is harder — and more rewarding — than people think
* The "don't kick the hive" mindset that turned Jamie's performance around
* How a basic Excel V-Lookup helped him get noticed by the MD
* What it's really like stepping into your first team leader role
* The secret to turning a "Bad Apple" team into top performers
* Why Jamie took a step back from a promotion — and why it was the best thing that ever happened to him
* The shift from "it's about me" to "it's about them" — and why that changes everything
This one is essential listening if you're a team leader, manager, or anyone navigating a career in contact centres or customer experience.
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💬 Join the conversation in the Team Leader Community — link in bio.
Chapters:
* 0:00 Introduction
* 1:01 Jamie's Journey into Contact Centres
* 1:23 From Plumber to Contact Centre Agent
* 5:01 Learning the Hard Way - Meeting Vinny
* 14:23 Moving into Leadership
* 17:18 The First Day as a Team Leader
* 19:12 Adapting Your Leadership Style
* 22:17 Using Data & Reports to Stand Out
* 40:10 Stepping Up, Stepping Back & Learning
* 45:51 Jamie 2.0 - Growth, Perspective & Legacy
#ContactCentre #CustomerExperience #Leadership #TeamLeader #GetOutOfWrap #CallCentre #PodcastEpisode #CareerGrowth #Management #CX
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#callcenter #callcentre #teamleader #teamleadercommunity #leadership #contactcentre