Blog · Lidera con Fi

Answers from the floor.

Real questions from new supervisors and operations leaders, answered with frontline experience and a practical method.

How to implement the Metodo FI: the weekly coaching cycle for contact center supervisors

Run a four-step weekly coaching cycle: Monday, read the scorecard before you coach; Tuesday or Wednesday, hold the 1:1 coaching conversation; give feedback with SBI the moment you see the pattern; and close on Friday with follow-through. That cycle is the Metodo FI: four dragonfly wings on top of a leader identity (Emotional Strength and Influence with Integrity).

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For Operations and HR

How do I run a weekly coaching cycle for supervisors (Metodo FI)?

Why do new supervisors fail in the first 6 months?

What does agent attrition really cost in a call center in Costa Rica?

What is the ADKAR model and how does it apply to the agent-to-supervisor transition?

How do you design leadership onboarding for team leads?

Signs that your new supervisors need structured support

For supervisors and agents

I got promoted and I don't know where to start: your first month as a supervisor

How to give feedback to someone who used to be your peer

How to read your QA and adherence scorecard like a leader

What to do when your team doesn't take you seriously as a new leader

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