[Podcast] What is it like to lead a team you cannot see?

March 6, 2019 | Flexible Workforce | Blog


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Greg Hanover shares what he’s learned about remote work success at Liveops

It’s never been more possible to get work done from anywhere—even some of the most remote parts of the world have wifi—and digital connectivity is activating workers and employers alike to get more done from opposite ends of the earth.

As the workforce changes, leaders need to adapt their management style. In this recent podcast interview, Liveops CEO, Greg Hanover, speaks with author, speaker, and futurist, Jacob Morgan, about what leading a team of thousands of remote workers has taught him about motivating virtual teams and how to build a world-class culture for remote workforces.

Greg’s 5 tips for companies and teams that want to go virtual

Throughout the interview, Greg shares his tips for teams that are thinking about adopting a remote model where working from home and creating more flexible schedules are accepted and encouraged. Here are a few we’ve summarized:

1. Set clear expectations. Virtual workers and teams need clear goals, requirements (such as hours and quality), and metrics they will be measured by. This can take some thought and work up front but ultimately leads to higher levels of output and worker production as well as creative thinking. As a baseline in any virtual work environment, workers need to know their expected to manage their time effectively with minimal oversight.

2. Measure productivity over perceived activity. Some managers or execs may find comfort in seeing teams seated at their desks or computer, but we all know deep down that’s not what really matters. The key to transitioning into an environment where you can’t see your team members working isn’t blind trust; it’s clearly defining what success looks like and which results you can track to measure it.

3. Hire the right people. The number one benefit to a remote model is being able to look past geological barriers to find the absolute best talent for any job—no matter where they’re located. But before you dive into sourcing candidates, ask yourself what the profile of a remote worker or job position might look like at your company? You might look for team members or job applicants who have worked remotely before or can bring ideas of how working outside an office might benefit their current or future role.

4. Leverage digital tools and create communities for collaboration. Unlike the water cooler, sharing everything from big wins to questions and confusion online has a major benefit of reaching a broader audience who may be thinking or wondering the same thing.

Check out some of our favorite tools for supporting work at home contact center agents in this blog.

5. Start small and test it out. Greg’s advice to team managers who want to give virtual working options a shot, is to take the “crawl, walk, run approach” before they adopt a new method of working. As a starting point, he suggests managers “take your existing workforce and try allowing them to work from home one day a week or asking what a schedule with more flexibility might look like for them.” Greg’s next step after testing and seeing benefits is to think about hiring “If things [initial tests] go well, you might look into hiring new remote team members.

Learn more about the Future of Work Podcast and Jacob Morgan

Jacob Morgan interviews c-suite leaders from organizations all over the world to understand and paint a picture that encompasses different aspects of what the future of work might look like. Click the image below to read his write up of his interview with Greg Hanover and explore more interviews:

Banner Jacob Morgan's The Future of Work Podcast with Greg Hanover

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Avatar for Melissa Goff

Melissa Goff

Melissa Goff leads marketing communications at Liveops. With 10 years of experience bringing B2B stories to life, Melissa focuses on taking impactful connections between brands and their advocates and highlighting them front and center.

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