#261 Don't kick the hive with Jamie Corbett

In this episode of Get Out of Wrap, Martin is joined by Jamie Corbett, Head of Operations at Advantis Credit — a self-made contact centre leader who started on the phones 14 years ago with zero experience and worked his way up through every role in the building. Jamie shares an incredibly honest and practical account of his journey — from struggling as a new agent and being transformed by a single Dale Carnegie quote, to leading high-performing teams, taking a career setback on the chin, and coming out the other side with a completely different perspective on what leadership really means. In this episode: Why contact centre work is harder — and more rewarding — than people think The "don't kick the hive" mindset that turned Jamie's performance around How a basic Excel V-Lookup helped him get noticed by the MD What it's really like stepping into your first team leader role The secret to turning a "Bad Apple" team into top performers Why Jamie took a step back from a promotion — and why it was the best thing that ever happened to him The shift from "it's about me" to "it's about them" — and why that changes everything This one is essential listening if you're a team leader, manager, or anyone navigating a career in contact centres or customer experience. 🎧 Listen, subscribe and leave a review wherever you get your podcasts. 💬 Join the conversation in the Team Leader Community — link in bio. Chapters: 0:00 Introduction 1:01 Jamie's Journey into Contact Centres 1:23 From Plumber to Contact Centre Agent 5:01 Learning the Hard Way - Meeting Vinny 14:23 Moving into Leadership 17:18 The First Day as a Team Leader 19:12 Adapting Your Leadership Style 22:17 Using Data & Reports to Stand Out 40:10 Stepping Up, Stepping Back & Learning 45:51 Jamie 2.0 - Growth, Perspective & Legacy #ContactCentre #CustomerExperience #Leadership #TeamLeader #GetOutOfWrap #CallCentre #PodcastEpisode #CareerGrowth #Management #CX Join The Team Leader Community™ https://the-team-leader-community.mn.... Follow me on Linkedin   / martinpteasdale   #callcenter #callcentre #teamleader #teamleadercommunity #leadership #contactcentre