Most organization promote the best Associates to manage a team, and hope that the skills they had as an agent will somehow transfer to strong leadership skills.  Even training programs often fail because they provide information, but lack how to apply this new knowledge.   I am a certifed coach, and have more than 10 years experience leading in a call center environment.  I mentor and coach new leaders by creating short learning sessions, and follow-up with coaching on how to effectively apply this new knowledge day to day.