5 Ways to Improve Line Manager Performance

Effective line managers play a crucial role in the success of any organization, especially in dynamic high-tech industries. These professionals are the bridge between senior leadership and front-line employees, responsible for translating strategic goals into actionable plans and ensuring their teams are engaged, productive, and aligned with the company’s objectives. However, being a line manager in the CPaaS world comes with its unique set of challenges. In this blog, we’ll explore these challenges and delve into five effective ways that companies can help their line managers improve their performance.

Challenges a Line Manager Faces while Developing CPaaS Services

Navigating the industry’s dynamic landscape requires a unique blend of leadership skills and industry expertise. Line managers in this fast-evolving sector find themselves at the forefront of managing teams, aligning strategies, and driving operational excellence. However, with great responsibilities come great challenges, including the following. 

Rapid Technological Advancements: The industry is characterized by rapid technological advancements. Line managers need to stay updated with the latest developments in networking, mobile technologies, and data management to make informed decisions and guide their teams effectively.

Highly Diverse Workforce: High tech  companies often have diverse workforces comprising engineers, technicians, customer service representatives, and more. Managing a team with diverse skill sets and backgrounds requires a deep understanding of different roles and effective communication strategies.

Performance Pressure: Our industry is known for its competitive nature, where companies strive to provide seamless services to customers. Line managers are under constant pressure to ensure that their teams meet performance targets while maintaining service quality.

Remote and On-Site Teams: With the advent of remote work, many companies have a mix of on-site and remote teams. Line managers must find ways to effectively manage and communicate with both types of teams while maintaining cohesion and collaboration.

Regulatory Changes: The industry is subject to regulatory changes that impact operations and strategies. Line managers need to quickly adapt to these changes and guide their teams accordingly to remain compliant.

How MMDSmart Helps Improve Line Manager Skills

Internal Education Programs

Investing in internal education programs tailored to the needs of line managers can yield substantial benefits. These programs can cover a range of topics, from leadership skills and effective communication to technical updates in the industry. Workshops, webinars, and online courses can provide managers with the tools they need to navigate their roles successfully.

For instance, a module on “Managing Diverse Teams” could help line managers develop strategies for fostering inclusion and leveraging the strengths of a diverse workforce. Additionally, modules on “Industry Trends and Innovations” could ensure that managers are well-informed about the industry’s latest developments.

Attendance at Conferences and Industry Events

Sending line managers to relevant conferences and industry events can broaden their horizons and expose them to emerging trends and best practices. These events offer opportunities for networking, learning from industry experts, and gaining insights into how other companies handle challenges.

A communication-focused conference might have sessions on topics such as “CPaaS Implementation Strategies” or “Customer-Centric Approaches in CPaaS.” Attending such sessions can equip managers with fresh perspectives and innovative ideas to apply in their roles.

HR Team Support

The Human Resources (HR) team plays a crucial role in supporting line managers. Regular interactions with HR can provide managers with resources to effectively handle employee-related matters. HR can offer guidance on performance management, conflict resolution, and employee development.

Moreover, HR can assist in conducting 360-degree feedback assessments, where managers receive feedback not only from their superiors but also from their subordinates and peers. This comprehensive feedback can help managers identify their strengths and areas for improvement.

Ongoing Feedback Mechanisms

Establishing a culture of continuous feedback is essential for line manager growth. Regular one-on-one meetings between managers and their supervisors can provide a platform for discussing challenges, setting goals, and receiving guidance. Constructive feedback helps managers understand where they excel and where they need to focus their efforts.

Additionally, encouraging peer feedback through tools like anonymous surveys or feedback sessions can create a supportive environment where managers learn from each other’s experiences.

Leadership Development Programs

Companies can design leadership development programs aimed specifically at enhancing line manager skills. These programs can cover topics such as strategic thinking, decision-making under pressure, and conflict resolution. By equipping managers with advanced leadership skills, companies ensure that they can handle complex situations with confidence.

Simulations and case studies can be incorporated into these programs to provide managers with hands-on experience in dealing with real-world challenges. This practical approach allows them to develop problem-solving skills in a controlled environment.

Keep Your Line Managers Ahead of the Industry

In the fast-paced and competitive world of CPaaS, line managers play a pivotal role in ensuring operational excellence and team performance. By recognizing and addressing the challenges these managers face, companies can create an environment that promotes continuous learning and improvement. Through internal education programs, exposure to industry events, HR team support, ongoing feedback mechanisms, and leadership development programs, line managers can enhance their skills and excel in their roles. As the industry continues to evolve, investing in line manager growth is an investment in the overall success of the company.

Improving Key OTP Delivery Times While Reducing Rates for Our Customers

One-time passwords (OTP) are a business-critical communication tool. They enable customers to safely access accounts, transfer funds, and make purchases without the risk of threat actors and criminals stealing funds or data. 

Delivery time is a critical performance issue with OTPs. Delays in account activation processes or purchases can lead to a loss of customer interest. Messages must be delivered within 10 seconds of the customer’s request for an OTP to ensure their continued interest. 

Delivery time is even more complex when OTP messages have to cross international borders. To accomplish this, MMDSmart works with Infobip to ensure OTP messages traverse borders over low-latency SMS rates and have high delivery rates. 

MMDSmart has direct operator connections in a number of regions, but working with Infobip’s direct operator connections increased our coverage area and allows us to provide reliable OTP services globally. As a result, MMDSmart has expanded into 40 additional countries, where customers receive reliable OTP service. Read more about our collaboration with Infobip on their blog.

Number Verification: Eliminating Wrong Numbers

Capturing customer phone numbers is an inexact science. In opt-in scenarios, customers may give a wrong number, or if they wrote the number by hand, it may have been transcribed incorrectly when entered into the database. 

Customers are charged based on the number of messages sent, regardless if they reached their destination. To help eliminate the unnecessary expense of texting wrong numbers, MMDSmart integrated Infobip’s number lookup tool directly into its application. Users can upload their call lists into the MessageWhiz messaging platform and perform a number verification check.

Each number is checked against operator records and lets our customers know which numbers are valid and which are unavailable. Our customers can then remove wrong numbers from their databases before launching campaigns. By partnering with Infobip, MMDSmart now offers number verification in over 100 countries. 

You can read more about our collaboration with Infobip in this blog.

Serving Customer’s Messaging Needs

Through collaborations with companies like Infobip, MMDsmart is able to deliver fast, reliable messaging services around the world. These partners, which include campaign automation tools like Customer.io, help our customers continue to enhance their marketing efforts. As a result, our customers are running highly-efficient campaigns that deliver results every day. 

Learn more about our mobile messaging services. Contact us today!

MMDSmart: Where Connect, Engage, and Smile Define Your Career

At MMDSmart, we believe in the power of three simple yet profound words: Connect, Engage, Smile. These words aren’t just our motto; they’re the driving force behind the incredible workplace we’ve cultivated. Here’s why MMDSmart is an exceptional place to work, where we connect, engage, and smile every day.


In the world of technology, connections are everything. But at MMDSmart, it’s not just about enterprise communication technology; it’s about connecting with our team, our clients, and our shared vision. Here’s how we emphasize connection:

  1. Transparency: We value open communication. Transparency isn’t just a buzzword here; it’s a way of life. We believe in sharing information, fostering trust, and ensuring everyone is on the same page.
  2. Creativity: We encourage our team to think outside the box. Creativity is the lifeblood of innovation, and at MMDSmart, we’re always seeking fresh ideas to push the boundaries of what’s possible.


Engagement is the cornerstone of a fulfilling career. At MMDSmart, we’re dedicated to keeping our team engaged, motivated, and passionate about what they do.

  1. Reliability: Our clients trust us to deliver. Reliability is in our DNA, and we take pride in fostering positive engagements with them, consistently meeting and exceeding expectations.
  2. Teamwork: We’re more than just colleagues; we’re a close-knit family. Teamwork is at the heart of everything we do. When challenges arise, we unite our strengths to overcome them, knowing that together, we can achieve the impossible.


Happiness matters. We believe in creating a workplace where smiles come naturally.

  1. Positive Environment: A positive workplace is a productive one. We foster a supportive, uplifting atmosphere where every team member can thrive.
  2. Work-Life Balance: We understand the importance of a healthy work-life balance. We want our team to not only succeed at MMDSmart but also find fulfillment in their personal lives.

At MMDSmart, we don’t just work together; we thrive together. We are a company that values its people, their ideas, and their happiness. We embrace diversity, promote growth, and celebrate achievements. Because when we connect, engage, and smile, we’re unstoppable.

Are you ready to see the MMDSmart spirit in action? Check out our brand-new corporate video, where you can experience firsthand how we live our motto every day. Watch the video here.

At MMDSmart, we don’t just build connections; we build careers and futures. Join us, and let’s connect, engage, and smile together. Your journey begins here.