A snapshot of the state of Generation Z in the workplace has been published illustrating a workforce that is struggling with basic skills such as time keeping and collaboration. – is this applicable to UK contact centes?
With over 2,700 responses collected across 31 skill sets from participants between the ages of 16 and 29, the ‘2025 Human Skills Gap Analysis & Insights’ report paints a difficult picture of a generation frequently misunderstood and criticised for its approach to work. Findings show this generation lacks the ability to interact with those more senior than them and have poor professional behaviour, struggling to be consistent and reliable.
Here’s an overview of the findings:
The data was collected from Situational Judgement Test questions.
– Craving feedback: On average Gen Z scored 73% in the ‘asking for feedback’ questions. The median score is 60%.
– Late to the office- While we don’t track lateness in isolation, punctuality is a key part of how we assess Professional Behaviour. The skill, ‘Managing time’, scored poorly at 62% on average – 100% being the top.
– Questioning hierarchy – The skill ‘Dealing with senior staff’, scored poorly with an average of 57% – 100% being the top.
– Gen Z are good at goal setting – average score of 71%
– Team leadership and effective client management score poorly (both 63%)
– Networking came in towards the bottom with a 62% average
– Gen Z struggle to work in a team scoring 55% on average
– Succinct communication came in bottom with 54% average.
Published by LEVRA, a company which is innovatively training employees’ Human Skills through immersive and personalised learning, the report includes a call-to-action for employers to support its younger workforce and introduce ‘Human Skills’ training early in the employee journey.
Employers are currently falling short in delivering the consistent, constructive feedback that Gen Z craves.
Key findings include:
1. Interacting with Seniors remains a persistent challenge.
The skills of Dealing with Senior Staff and Managing Upwards were among the lowest scoring across all participants, suggesting difficulties among Gen Z in navigating hierarchical workplace dynamics and asserting themselves with senior colleagues.
2. Gen Z value collaboration but struggle to execute it effectively.
Although Gen Z participants consistently scored highly in Collaborative Mindset, their performance in Working in a Team was notably lower and more variable. This indicates that while they value collaboration in principle, they struggle to convert that mindset into effective teamwork.
3. Professional Behaviour is a consistent weak area.
Professional Behaviour consistently received low scores across age groups, with minimal improvement over time. This suggests a broad challenge in preparing early-career professionals to meet the behavioural expectations of the workplace, including reliability, consistency, and adherence to expected norms and etiquette.
4. Emotional Intelligence (EQ) shows a declining trajectory with age.
While EQ scores are initially strong, there is a marked decline in the 22–25 age group. Similarly, Self-Motivation significantly drops within this range, indicating that the early stages of professional transition may negatively impact emotional regulation and internal drive.
5. Conversations around feedback is a critical development gap.
Despite Gen Z participants expressing a strong willingness to receive feedback, their ability to deliver constructive feedback ranked second-lowest across all subskills. This suggests a disconnect between feedback receptivity and feedback delivery.
LEVRA CEO and co-founder Bartek Ogonowski, says,
“Human Skills are what make us human – the ability to connect, lead, adapt, and build trust. Yet in most workplaces, they’re treated as intangible nice-to-haves, not measurable business drivers. This report should act as a wake-up call to employers to recognise that ‘Human Skills’ such as how to listen, influence and handle pressure, are skills that shape future leaders – and right now, they’re being overlooked.”
Unveiled at a gathering of L& leaders in the City, and with a foreword from expert and researcher Donald Taylor, the report sheds light on the widening skills gap, underscores the value of Human Skills, and makes the case for training as a driver of productivity, retention, and Gen Z engagement.
To download the Gen Z report from LEVRA Click Here
