Challenges in operation

[soundengineeruk]

Hi People

I'm looking for your thoughts on what challenges you would see if you were a NEW external Team Leader working with other NEW EXTNERAL TEAM LEADERS to manage a new operation with new advisors

I'm stuck trying to see this from my angle at the moment and any thoughts would be much appreciated.

Thanks in advance

Jay

[Les Hyde]

Jay,

It sounds like you have a great challenge to start a new operations. If I understand your dilemma correctly, you need to start at square one. Without knowing your industry or business a lot of this information may not apply. My suggestions are based on the assumptions that you have a building, PCs, desks, ACD, and some support (HR, IT, Managers…) staff:

1. Staffing, training and developing your people will be your first priority
If you have a recurring need you will want to develop a pipeline for staffing
2. Determine your goals and performance metrics - define success
3. Reports - performance to targets, attendance, and management
4. Process, call flows, IVR/VRU, policy, compliance,
5. CRM, tracking customers, linkage to marketing
6. Workforce Management – staffing, planning, financial management
7. Training, Quality, Knowledge tools
8. Escalations, complaint handling

I hope this helps you get started, if you need additional feedback please give as much details as possible. Good luck!

Les

[dsc1]

I would add quality monitoring as well as customer satisfaction as programs that need to be setup. Futhermore, I would think that you would want to setup a strategy on your Internent / Self service that may.