Younger People Are Joining the Workforce: Here’s a Tip for Call Center Leaders

Think about your typical work meeting. You might imagine a room full of people your age, right? But the reality is that today’s workforce is made up of more than just one generation. Generation Z is stepping into the office, while some older workers are opting to retire later in life.

As younger individuals enter the workforce, it’s important to recognize the diversity they bring, not just in terms of skills and perspectives but also generational experiences. Having a mix of generations in the workplace can be challenging due to differences in life stages, work styles, and cultural references.

With their innate familiarity with digital platforms and innovative mindset, they can transform traditional call center operations with their unique abilities. Combined with veteran workers’ wisdom, this blend produces creative, future-focused solutions.

 

Generational Layers: Young Professionals in the Workplace

Each generation defines itself by the unique qualities it brings to the table. If you’re interested in learning about the roles of young professionals at work, here’s what motivates them.

 

Generation Y

Millennials, or Gen Y, were born between 1981 and 1996. They currently comprise the largest segment of the workforce and are expected to make up 75 percent of the global workforce by 2025.1 Millennials are known for their enthusiasm for innovations and strong “startup” mindset.

Like Generation X leaders, Millennials value a healthy balance between work and personal life. They seek flexibility in the workplace, including opportunities to work remotely. Their focus is on working efficiently over long hours, making them skilled at multitasking. Millennials are known for their eagerness to learn and grow. They also value regular feedback from their employers.

 

Generation Z

Born between 1997 and 2015, Generation Z is the youngest group in today’s workforce. They are the first generation to grow up in a fully wireless world. As genuine digital natives, even more so than Millennials, Generation Z is always connected and is widely regarded as the most tech-savvy among these generations.

This generation is known for being creative, flexible, and self-reliant. Although they share similarities with Millennials, Generation Z is more careful and values stable careers. They’re always connected, making them great at multitasking but easily distracted. They also prefer getting quick employer feedback because they have shorter attention spans.

 

The Benefits of Employing Young Professionals in Call Centers

Having young professionals in your organization brings a wealth of advantages. Let’s explore why young people can be an asset to your business.

Read More: Looking for Gen Z-ers? Perks to Offer When Recruiting

 

Innovation and Diversity

Young employees bring fresh perspectives and innovative thinking to your workplace. They are open-minded, value diversity, and promote inclusion. Employing young professionals helps your business stay relevant and introduces various experiences and new ideas.

 

Technology

Technology is advancing quickly, changing how we work and the skills we need. The younger generation, often called “digital natives,” have grown up with technology and are comfortable using different types of technology at work. They can even help older workers learn. Having young people on your team might help your business implement new processes, technologies, and platforms.

 

Building Relationships within the Community

Young workers on your team can help you connect with and reach a younger market. They bring connections that older employees may not have, such as involvement in sports clubs, educational settings, or local recreational and volunteer groups. Their understanding of younger peers allows them to connect with this demographic and contribute to your business’s growth.

 

Openness to Learning

Millennials and Gen Z are used to learning and are excited to apply their skills in the workplace. Many have recent training, so they’re up to date with the latest knowledge. They’re open to absorbing new information, making it easy to develop their skills to fit your needs. Plus, they’re flexible and eager to grow, so they can learn and adapt to your business’s requirements.

 

Empowering Younger Workers: Enhancing the Workplace Experience

Building a supportive and fulfilling workplace isn’t just about catering to the younger generation’s preferences. It’s also about creating an environment that benefits everyone involved. Let’s explore strategies for cultivating a healthy team culture that enhances the workplace experience.

 

Younger people desire purposeful jobs that prioritize their well-being.

Future generations value meaningful work and are more willing than previous generations to leave if they cannot find it. As discussed in the “Quiet Quitting and the Meaning of Work” session, young people are turning away from jobs that lack fulfillment and have toxic workplace cultures, unrealistic workloads, and an “always-on, always-available” expectation.2

Similarly, a report from A-Gen-Z found that hashtags like #quietquitting and #greatresignation have been viewed 570 million times on TikTok.3 This shows how important this topic is for young people.

Younger employees want to feel that their work positively impacts society and the environment. They also value benefits like paid time off, mental health support, and on-the-job coaching, and they want to know that their managers genuinely care about them. Empathetic, compassionate, authentic, and self-aware leaders inspire young people and are what they strive to become.

Related Reading: 4 Ways to Create a Culture That Supports Call Center Agents’ Mental Health

 

Learning opportunities will help retain young employees.

Young people have concerns about the future, including economic challenges, social divides, environmental risks, and geopolitical tensions. Yet, they also hold hope. They are practical, adaptable, and value the importance of ongoing learning.

Additionally, they are attentive to changing situations and interested in exploring risk and resilience within the workplace. They actively question their blind spots and swiftly adapt as necessary. These skills are valuable assets that organizations should tap into.

They look for employers who offer employee learning and development opportunities and training. They aim to address global challenges and use their work time to develop solutions, learn from experts, explore possibilities, and inspire action within their companies. Call center leaders should embrace young employees’ sense of purpose, thirst for learning, and drive to make a difference.

 

Collaboration across generations begins with active listening.

The World Economic Forum is dedicated to including young people in decision-making processes. That’s why 50 Global Shapers were invited to Davos to highlight important global and local issues and advocate for urgent action.4

But working together across generations shouldn’t end there. Young professionals should be involved in making decisions at all stages of society, even in boardrooms and focus groups at work. Achieving equality between generations begins with meaningful dialogue.

As call center leaders, it’s important to prioritize listening just as much as speaking. You should carefully consider how your company can collaborate with young employees to address important issues. Successful businesses must engage with young employees and pay attention to their wants and needs. You should listen attentively, understand their perspectives, and meet them where they are.

Different things make it possible for young people to join the workforce in meaningful ways. However, business leaders who listen, recognize unmet needs, and provide practical solutions will earn young employees’ loyalty, passion, and dedication.

It’s up to all of us to work together to shape the future through collaboration. One effective way to expedite this process is to ensure that young people have a stronger presence on boards where decisions are made.

Giving young individuals more chances to engage in leadership positions allows us to access their talents and insights, leading to a more dynamic and forward-thinking approach to leadership and problem-solving within the organization.

Read More: Rising Trend: Graduates Flock to Thriving Contact Centers Amid Job Shortages

 

HARNESS THE NEW GENERATION’S TALENTS AND UNIQUE PERSPECTIVES

As you prepare to welcome young professionals into your workforce, Salem Solutions is a strategic partner in optimizing the recruitment and integration process. Our expertise in understanding the needs and preferences of young talent enables us to assist you in attracting, selecting, and retaining top-performing individuals. Contact us today to begin a brighter future with the next generation of talent.

References

1. Timmes, Michael. “Council Post: Millennials and Gen Z: Now Is the Time to Reshape Businesses to Harness Their Power.” Forbes, www.forbes.com/sites/forbescoachescouncil/2022/06/27/millennials-and-gen-z-now-is-the-time-to-reshape-businesses-to-harness-their-power/.

2. “Quiet Quitting and the Meaning of Work.” World Economic Forum, 2024, www.weforum.org/events/world-economic-forum-annual-meeting-2023/sessions/quiet-quitting-and-the-meaning-of-work/.

3. A-Gen-Z Report. What Business Needs to Know about the Generation Changing Everything. 2023, www.oliverwymanforum.com/content/dam/oliver-wyman/ow-forum/template-scripts/a-gen-z/pdf/A-Gen-Z-Report.pdf.

4. Schwab, Klaus. “World Economic Forum Founder: Young People Are Right to Be Angry, and They Deserve Seats at the Table.” TIME.com, 16 Jan. 2020, time.com/collection-post/5764096/youth-anger-klaus-schwab/.

 

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