Identifying & Developing Team Talent: Mentorship vs. Sponsorship.

I'm Alisha (Ali) Joseph & I've created this newsletter as a "safe space" for contact center 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 that will impact people in a positive way, drives quick wins in your day-to-day & continue to strive for departmental excellence in the ever-changing world of customer service!

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Contact centers thrive on the people within them. While metrics & operational efficiencies are important, they’re only part of the equation. To build high-performing teams, leaders must move beyond traditional management roles and embrace mentorship, and, more importantly, sponsorship. Mentorship and sponsorship go hand in hand, but each plays a distinct role in the development of employees. Leaders who master both can unlock immense potential, both for their team members and their organization. This is something I learned later in my career, understanding that these functions provide unique specifics & strategy for success! Understanding mentorship vs sponsorship helped me greatly with elevating top performers careers & helping "lower performers" (based on metrics) navigate career paths that may have made more sense for their talents & skills.

Mentorship vs. Sponsorship:

Mentorship is about growth and guidance. Mentors focus on developing an individual’s skills, offering advice, and helping them navigate challenges. It’s about building capability.

Sponsorship, on the other hand, is about advocacy and opportunity. Sponsors use their influence and networks to actively push their protégé forward, ensuring they have access to high-visibility projects & career advancements. It’s about creating opportunities.

Here’s a side-by-side breakdown to better understand the differences:

How to Know When Someone Is Ready to Transition from Mentee to Sponsoree

Not everyone is ready to move from mentee to sponsoree right away. Sponsorship requires a level of trust and proven performance that mentorship alone does not demand. Here are some indicators that someone may be ready:

1. Demonstrated Consistency The individual consistently meets or exceeds expectations in their current role. They have a track record of reliability and strong performance.
2. Ambition Paired with Initiative They proactively seek opportunities to grow, regularly ask for feedback, and take steps to improve on their own.
3. Ability to Handle Increased Responsibility They have successfully taken on stretch assignments or have shown they can handle high-pressure situations with competence.
4. Readiness for Visibility The individual is prepared to speak confidently about their contributions and ideas in larger forums or high-stakes situations.
5. Alignment with Organizational Goals Their aspirations align with the organization’s direction, making them a valuable asset for leadership to support and promote.

Questions for Leaders to Evaluate Readiness

For Mentorship:

• What specific skills or knowledge does this person need to develop?
• Are they actively seeking growth opportunities and feedback?
• Do they respond well to guidance and constructive criticism?

For Sponsorship:

• Has this person demonstrated the ability to succeed in larger or more visible roles?
• Would I feel confident advocating for them in leadership meetings?
• Are they ready to step out of their comfort zone and take on greater challenges?

Why This Skill Matters for Leaders

The ability to mentor and sponsor effectively is not just a “nice-to-have” skill—it’s a critical leadership capability that can significantly impact team dynamics, employee engagement, and organizational success.

1. Drives Team Growth

Mentorship helps develop skills and confidence, while sponsorship ensures team members can apply their growth to meaningful opportunities. Together, these practices lead to a more capable and motivated workforce.

2. Builds Loyalty and Retention

Employees are more likely to stay with organizations where they feel supported and valued. Mentoring builds trust, and sponsorship creates pathways for career progression—both are key to reducing turnover.

3. Promotes Diversity and Inclusion (YES, I STAND BY IT)

Sponsorship is especially important for underrepresented employees who may not naturally have access to the same networks and opportunities. By advocating for diverse team members, leaders can help break down systemic barriers.

4. Boosts Organizational Performance

When employees are empowered to take on greater responsibilities and succeed in high-visibility roles, it drives better outcomes across the board. A culture of mentorship and sponsorship directly contributes to overall organizational performance.

How Leaders Can Apply These Skills

With Team Members

1. Schedule regular one-on-one check-ins to discuss career aspirations and progress.
2. Offer constructive feedback that helps employees develop specific skills.
3. Provide opportunities for team members to take on new challenges and demonstrate their capabilities.

For Individual Development

1. Identify high-potential team members and track their progress over time.
2. Create personalized development plans to address skill gaps and prepare them for future roles.
3. Actively advocate for your team members in meetings, sharing their successes and capabilities with decision-makers.

When and How to Transition from Mentorship to Sponsorship

Once you’ve identified someone as ready to transition from mentee to sponsoree, it’s important to take intentional steps to set them up for success. Here’s how:

1. Communicate the Shift Have a candid conversation with the individual about their readiness for sponsorship. Let them know you’re prepared to advocate for them and explain what that will entail.
2. Identify Opportunities Look for high-visibility projects, stretch assignments, or leadership programs that align with their skills and goals.
3. Provide a Platform Give them opportunities to showcase their talents, whether it’s presenting in leadership meetings, leading a project, or representing the team in cross-departmental initiatives.
4. Continue Mentorship Sponsorship doesn’t replace mentorship—it complements it. Continue offering guidance to help them navigate new challenges and maximize their opportunities.

Becoming Both Mentor & Sponsor

Effective leadership in contact centers requires a combination of mentorship and sponsorship. While mentorship builds the skills and confidence individuals need to grow, sponsorship ensures they have the opportunities to apply those skills in meaningful ways. By mastering both roles, leaders can foster a culture of development, advocacy, and success.

The true power of leadership lies not just in helping individuals succeed, but in creating pathways for them to thrive. By taking the time to mentor and sponsor your team, you’re not just elevating individuals, you’re transforming your entire organization.

What strategies have you used with mentoring & sponsoring team members? Let’s connect & continue the conversation. Feel free to DM me here on LinkedIn. Looking to get help with your current team of leaders? Let's sync & discuss options that can be beneficial!

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