Cross-Generational Leadership: Lead Across Generations While Boosting Team Performance

I'm Alisha (Ali) Joseph & I've created this newsletter as a "safe space" for contact center customer service leaders & professionals. I write about all the nuances & day-to-day chaos, challenges, wins, trends & needed changes with customer-facing teams (experience, support & success), specifically in startups. I "grew up" in startup contact center customer service from frontline to leadership, working with different BPOs, tech tiered teams, senior leadership etc. I share my unique experience & "guidelines" with the hope that it impacts people in a positive way, drives quick wins in your day-to-day & continue to strive for department excellence in the ever-changing world of customer service!

Amazon's CEO recently announced mandatory return to work in office full-time starting in January/2025 & there are TOO MANY different opinions & perspectives, but it's one of those conversation, like others, that you can see the "generational mindset" differences in the way people work. It's never easy leading cross-generational teams, but done correctly, is actually effective & creates a learning engagement that I've seen bond teams & individuals. Take a read & let me know your thoughts. If you like this content, make sure to subscribe to the newsletter so you don't miss a release!

Leading today’s call center is like juggling—it takes balance, precision, and a deep understanding of the various moving pieces. One of the most critical yet often overlooked factors? Cross-generational leadership.

You’ve likely got a team of Millennials, Gen Zers, and Gen Xers working alongside each other, and they all bring something unique to the table. But here’s the catch—what motivates one group can leave another confused. So how do you lead effectively when the work styles, values, and expectations of these generations differ?

You’ll also get some Generation X in the mix from time to time. This group values experience and stability but isn’t always as visible as the others. They still play a pivotal role in balancing both innovation and practicality.

Let’s dig into how you can adapt your leadership style to create a high-performing team that crosses generational lines with ease.

Gen Z: The Tech-Savvy Individualists

Gen Z (born after 1997) grew up with smartphones in hand, and it shows in how they work. This generation is fast, adaptable, and incredibly tech-savvy, but they value individualism and autonomy.

Current trend: Gen Z thrives on the latest technology. In fact, 91% of Gen Z said technology would be a deciding factor in choosing an employer, according to a Dell Technologies survey. They want their work to feel meaningful, but they also expect the tools they use to be as cutting-edge as they are.

Leadership tip: Flex your tech muscles. Invest in tools that streamline workflows and enhance the agent experience. You’ll keep them engaged while ensuring you’re ahead of the curve in tech innovation.

Millennials: The Collaborators

Millennials (born between 1981-1996) are all about collaboration and purpose. They don’t just want a job—they want to feel part of something bigger. They’re driven by values, often seeking out companies whose mission aligns with their personal beliefs.

Current trend: Millennials thrive in environments that emphasize flexibility. According to a Gallup study, 87% of Millennials rate professional or career growth opportunities as important to them in a job. Leaders can harness this by offering ongoing training, mentorship, and clear paths for advancement. If they see a future with your organization, they’ll stay and flourish.

Leadership tip: Create open communication channels. Millennials want feedback—both giving and receiving. Consider adopting coaching-style leadership with regular check-ins and discussions about their career development.

Gen X: The Experienced Realists

Gen Xers (born between 1965-1980) are often the unsung heroes of the workforce. These employees value independence and are results-oriented, thanks to decades of experience navigating various organizational challenges.

You’ll get some Generation X in the mix from time to time. Gen X values experience and practicality, often providing a balancing force between the high-energy enthusiasm of younger workers and the long-term vision needed for success.

Current trend: Gen X is often at the leadership level, but they value stability and loyalty more than the newer generations. They’ve weathered multiple recessions and workplace transformations, which makes them adaptable but also focused on long-term success over immediate rewards.

Leadership tip: Show appreciation for their expertise. They want to be heard and respected for the value they bring. Offer opportunities for them to mentor younger generations—this not only validates their knowledge but creates a cycle of learning within the team.

Bridge the Generational Gap: There's Value in Each One

Here’s the real leadership magic: uniting these distinct generational groups into one cohesive team. And it’s doable. The key is to find the common ground between them while catering to their specific needs.

• Foster mentorship opportunities. Gen Xers’ experience paired with Millennials’ desire to grow and Gen Z’s tech-savviness? That’s a powerhouse. I've learned from many leaders, younger & older than me & it helped me understand & relate which is something we all want: to be seen for who we are, our perspective.
• Leverage technology for communication. Whether it’s Slack, Teams, or whatever platform your team vibes with, find a way to keep communication flowing that works for everyone.
• Create a flexible work environment. Flexibility is the glue that holds a multigenerational team together. While Millennials and Gen Z might appreciate remote work, Gen X may value autonomy in a more structured environment. Offer options that work for all.

There’s no one-size-fits-all approach to leadership, it's a lie. But by understanding what drives each generation, you can build a team that doesn’t just meet but surpass expectations.

What strategies have you used to lead your multigenerational team? Drop your thoughts below or reach out for a deeper conversation. If you haven't already be sure to subscribe to the newsletter & share it with your network. Let’s keep learning from each other! Have a great rest of the week!

Ali Joseph is a startup operations leader with 15+ years in startup tech & over 8 years of experience in customer service & call center management. She is creator of this newsletter "Coffee, Chaos & Customer Support". Stay connected on LinkedIn & DM for more insights on contact center leadership, customer experience & team development.