Day 1
One statement in “Advice for new Managers” strike me the most, “ delegate tasks and responsibilities to meet the department’s objectives”. When I was a member of a team, I would always look up to my supervisor. I observe them on how they perform their duties and handle their tasks. I had a supervisor who would just delegate practically everything to us and would just take extended coffee breaks talking to his colleagues. I had a bad impression then of delegating tasks to another member. I thought that supervisors delegate tasks because they want to “escape” from doing them and that they are too lazy to do their job. During my first months as supervisor, I never delegated tasks to my members. I would try to do everything on my own but somehow this behaviour took its toll on me. I got easily burned out and was not able to meet the deadline set by my manager. I have learned the value of delegating tasks. Delegating tasks, if done correctly, can help Team Leaders in many ways. He/She will not only develop and enhance the skills of the agent but will also make the workload easier. It is just very important to communicate the objectives and purpose of delegating the task and keep the member engaged by encouraging learning and development opportunities.
One statement in “Advice for new Managers” strike me the most, “ delegate tasks and responsibilities to meet the department’s objectives”. When I was a member of a team, I would always look up to my supervisor. I observe them on how they perform their duties and handle their tasks. I had a supervisor who would just delegate practically everything to us and would just take extended coffee breaks talking to his colleagues. I had a bad impression then of delegating tasks to another member. I thought that supervisors delegate tasks because they want to “escape” from doing them and that they are too lazy to do their job. During my first months as supervisor, I never delegated tasks to my members. I would try to do everything on my own but somehow this behaviour took its toll on me. I got easily burned out and was not able to meet the deadline set by my manager. I have learned the value of delegating tasks. Delegating tasks, if done correctly, can help Team Leaders in many ways. He/She will not only develop and enhance the skills of the agent but will also make the workload easier. It is just very important to communicate the objectives and purpose of delegating the task and keep the member engaged by encouraging learning and development opportunities.
Day 2
Looking into the different duties and responsibilities of a Team Leader, one may think that this is one tough of a job. A Team Leader is not only responsible to his/her own development, performance and welfare but is responsible to 15 or more individuals. He/She should know how to respect the diversity in the team, that each member is different from one another, their level of enthusiasm, source of their motivation, attitude, behaviour and career goals. As team leaders, we need to be able to adapt and be flexible to the management styles and treatment to each one of them because as they say “One size does not fit all”.
Looking into the different duties and responsibilities of a Team Leader, one may think that this is one tough of a job. A Team Leader is not only responsible to his/her own development, performance and welfare but is responsible to 15 or more individuals. He/She should know how to respect the diversity in the team, that each member is different from one another, their level of enthusiasm, source of their motivation, attitude, behaviour and career goals. As team leaders, we need to be able to adapt and be flexible to the management styles and treatment to each one of them because as they say “One size does not fit all”.
Day 3
There are situations wherein a Team Leader needs to choose between following the rules or retaining his/her people. Rules and codes are set and made for a good purpose. These rules are not made for the sole purpose of punishing and threatening the employees but to have order, stability and harmony in the office. It is important that we balance the business needs and care for the employees. A manager who just strictly follows the rules without taking into consideration the needs of the employees will never earn the respect of his/her subordinates. Same goes with a manager who is very lenient and would always yield to his/her subordinates without taking into consideration the business needs of the company.
There are situations wherein a Team Leader needs to choose between following the rules or retaining his/her people. Rules and codes are set and made for a good purpose. These rules are not made for the sole purpose of punishing and threatening the employees but to have order, stability and harmony in the office. It is important that we balance the business needs and care for the employees. A manager who just strictly follows the rules without taking into consideration the needs of the employees will never earn the respect of his/her subordinates. Same goes with a manager who is very lenient and would always yield to his/her subordinates without taking into consideration the business needs of the company.
Day 4
I learned that motivation should come from within. I can not motivate my agent to perform if they do not have self motivation. I can only encourage, inspire, coach or instruct them on things that they should do to achieve their goals.
Day 5
Coaching is one of the important tasks of a Team Leader. Through coaching, Team Leaders are able to give feedback on agent’s performance, arrest a wrong behaviour, hone agent’s skills and ultimately develop and mentor them to achieve their maximum potential.
Day 6
I aspire to become one of the black belter for Six Sigma. I wish to contribute in developing procedures that would enhance employees’ work environment geared towards job enrichment and agent satisfaction. I have a lot of initiatives in mind and have actually submitted some to my managers and senior managers. I believe that it would be helpful for me to develop these initiatives given the proper training and exposure to Six Sigma.
Day 7
Smart leaders acknowledge grapevine and use it to their advantage. As team leaders or frontline supervisors, it is our responsibility to be able to contain rumors and negative talks because this might affect the performance of the team directly or indirectly.
Smart leaders acknowledge grapevine and use it to their advantage. As team leaders or frontline supervisors, it is our responsibility to be able to contain rumors and negative talks because this might affect the performance of the team directly or indirectly.
Day 8
I learned a lot from Attrition Management. Team Leaders attitude, bahavior and mindset has an impact on the probability of the team leader to attrite an agent. All the metrics are somehow related to attrition, this is the reason why it is very important that we are able to manage attrition. CSI, Quality and AHT for example will be affected if attrition is high because this will entail hiring new agents and training them again. The skills and learning curve of the new agents are different to the skills of tenured agents.
I learned a lot from Attrition Management. Team Leaders attitude, bahavior and mindset has an impact on the probability of the team leader to attrite an agent. All the metrics are somehow related to attrition, this is the reason why it is very important that we are able to manage attrition. CSI, Quality and AHT for example will be affected if attrition is high because this will entail hiring new agents and training them again. The skills and learning curve of the new agents are different to the skills of tenured agents.
Day 9
My favorite topic is Performance Planning and Management. It is true that you can not manage what you can not measure. It is very important that a leader is able to set goals, metrics and developmental plans of his/her subordinates which are measurable in order to check effectivity and probability of success. In driving performance it is very important that leaders are able to map out a plan. “If you fail to plan, you plan to fail”
My favorite topic is Performance Planning and Management. It is true that you can not manage what you can not measure. It is very important that a leader is able to set goals, metrics and developmental plans of his/her subordinates which are measurable in order to check effectivity and probability of success. In driving performance it is very important that leaders are able to map out a plan. “If you fail to plan, you plan to fail”
Day 10
Now, I realized there are so much things to learn but then again too little time.
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