Managing a Millennial Workforce

The call center world is ever evolving and changing when it comes to technology, methodology, and of course, the workforce. In this blog, we will discuss the workforce in more detail, particularly the millennial workforce which dominates the bulk of call center employee numbers. This generation poses more challenges than any of the generations before it. Not only does the workspace need to compete with the advancement of technology and an ever technologically connected culture, but the concept of holding on to a job for a period longer than a few months in youth is seemingly a concept of the past generation. In this day and age, younger millennials are more likely to have more jobs over a period of a few months.  Sometimes the work market encourages this with higher turnover and a less engaging work environment.

There are multiple strategies for engaging a millennial workforce. These tactics range from engaging them on their own terms to offering career paths. Millennials are likely to grow fidgety and dissatisfied with any great length of time spent in one job. Therefore, creating paths to leadership and management can make those employees feel more invested in the job. Rather than being a simple number who grinds out the calls and is in a dead-end career path, these management training programs can give a sense of purpose and leadership to stick with the grind.

This is a long-term goal that requires employee participation and does not necessarily help the outliers who are only looking for that short-term job. To hold onto these employees after they are hired is ultimately the goal. For instance, if an employer is more flexible in scheduling to help maintain a realistic work/life balance. By being realistic with expectations, managers are more capable of meeting a millennial workforce on their terms. By keeping millennials engaged in the work environment, managers are more capable of developing tools and strategies to hold on to this workforce.

This current economy is an employee’s market. It is difficult to face the fact that at any time, those that work in this industry can easily quit and get a job with a competitor or in a different industry entirely. This has pros and cons as it makes us an industry to adapt and grow to best our competitors and other industries that seek the same workforce. By creating a culture that is engaging, realistic to employee needs and competitive in pay, we are able to cover all the bases that are required to hold on to a millennial job market.

By realistically adapting to the changing generation that populates our call centers, it is easy to see that the task falls to leadership to improve the quality of not only the work environment, but the relationships and opportunities that employees develop in the workspace. Through smaller steps and larger career goals, it is very realistic to retain a millennial workforce and keep them working towards micro and macro goals that will not only improve the quality of work for themselves but also others in the same workspace.