A Guide to Managing Up by Leading Down

The contact center industry offers many opportunities and challenges. Many professionals can feel the pressure to climb the corporate ladder by “managing up.” So, what does “managing up” actually mean, and does it work? I’m here to the best way to manage up is by leading down.

The first things that come to mind when you hear “manage up” is having to impress senior management through compliments and flattery. Never let them see weakness and only share the wins be they true, your own or otherwise. Many believe that success comes from catering to the preferences of higher-ups, tailoring every decision to suit their tastes and seeking constant approval. The problem with this approach is it leads to an environment where superficiality outweighs genuine progress.

Real success is built on trust, hard work, innovation and tangible results. I was once given the classic line in the context of managing up that it is simply “working smarter, not harder.” Let me tell you: this is a lie. Absolutely working smarter is something you should always be thinking about, but it does not erase having to do hard work. Success comes from doing both. Focussing all your attention up is not a way to skip a few rungs in the corporate ladder.

Focus on being an exceptional leader for your team

Great leadership naturally attracts attention from those in higher positions.

Focusing on your own leadership skills and growth creates a foundation for better-supporting others. It also helps you be more innovative and problem-solving, which leads to positive habits and a better work culture. Ultimately, the quality of leadership you provide shapes the culture of your workplace. In a contact center setting, where strong team cohesion directly influences customer satisfaction, managing down in “your world” is the key to moving up in “the world.”

Don’t be a suck up when you feel ignored

It’s easy to think you need to draw attention to yourself when you feel like you are unseen; however, a great leader doesn’t resort to empty compliments or flattering behavior.

Avoid the temptation to suck up; instead, use that energy to deliver exceptional results. The accomplishments and the positive influence you have on your team will speak for themselves. Senior management will notice if the team you lead exceeds expectations, even if your efforts seem to go unacknowledged at times. In an environment like contact centers, where quality service is paramount, your commitment to excellence will eventually become impossible to ignore.

Create your own rung

A great leader invests in their team's professional growth. Provide access to training programs, mentorship opportunities and skill-building sessions. It improves the team's overall capabilities and prepares them for future challenges and roles. The investment in employee development reflects a leader's commitment to their success, reinforcing the notion that true leadership involves elevating others rather than seeking personal accolades.

As your team members develop new skills and confidence, their contributions will naturally enhance the performance and reputation of your entire operation. It also creates opportunities to create new layers of leadership and in turn, this creates a more influential role for yourself.

Build leaders; not empires

The “corporate ladder” is actually a terrible descriptor. It’s more like a pyramid getting narrower the higher you go. It’s much easier and more fulfilling to create leadership roles and opportunities below and alongside you than moving up a tier. However, creating opportunities and leaders has to be done without ego. Creating “roles” (empires) without the right people to fulfil them erodes trust and effectiveness. That generally leads to problems.

Concentrating on your team's well-being and professional growth creates an environment where challenges are met with enthusiasm and innovation thrives.

When your team performs at its best, your leadership will become apparent to those in higher positions. If recognition is elusive for whatever reason, you can still stand by the legacy you have created. This will put you in good stead for your next step, whether in your current organization or your next external opportunity.