Hi everyone. I'm confident that some of you can shed some inspiring light on my currently ideas void mind. I'm in the middle of designing a Management Porgramme and am wanting to include information about the role of planning within a team manager role. The team managers are all contact centre based and manage teams of customer facing agents.
Has anyone got any ideas for activities that could be used to highlight the importance of planning their teams activities on a daily, weekly, monthly basis and any information to support.
As I'm not the worlds best planner I'm struggling and would appreciate any support. I'd like it to focus around people and data e.g. maintaining customer satisfaction, considering holidays, capabilities within the team etc.
Fingers crossed I have a guradian angel out there!
Julie Grundy
2 Responses
interesting challenge
are you looking for "planning" or simply "setting objectives"
this may sound like a daft question but in call centres oftern the managers role simply gets reduced to setting (or splitting up from above) targets of call numbers. If this is the case then it is a very straightforward arena….no objective = potentially no action and 37.5 hours spent surfing the net!
"Planning" in its truer sense is more about scheduling, resourcing, setting objectives, developing people and so on
Rus
Planning Game
Hi Julie,
I agree with Rus and if you are looking for a good Planning Activity check out The Trainer’s Green Pocketfile by John Townsend. See http://www.pocketbook.co.uk
Direct Link: http://www.pocketbook.co.uk/display.asp?K=9781903776384&st_01=Trainers+Green+Pocketfile&sf_01=keyword&sf_02=series&st_02=teachers&sp1=and%2Bnot&x=6&y=13&m=1&dc=2
The Supertanker Exercise is fun and enables participants to learn the 6 key questions you need to consider when planning.
I use it at lots of levels and there is often losts of practical issues that come out of the exercise about communication as well.
With best regards
David Klaasen