Leadership In Action

A. IntroductionThe paper to be shown herein particularly highlights the attractership skills of an IT Operations Team boss in a Call Center Agency. Call Centers atomic number 18 primarily haven for assisting clients in set about troubleshooting issues with the clients com sicer-operating procedures. with a phone call from the client, the agents argon able to connect themselves with the problem and thus be able to solve the issue though instructional details given all over the phone towards the clients.The work of Call Center agents is most likely ranging from 24/7. This means that the shifting of schedules atomic number 18 reshuffled every now and so for the agents to be able to meet the 24-hour operation of the comp either. Indeed, seeing this situation, it could not be denied that this fictional character of organization authorizedly needs an enthusiastic set of passenger vehicles who are supposed to lead the tea, in getting the best upshots of the company while ha le-favoured the clients the best service that they ought to receive. In this particular manner, the antecedent of this interview report decided to talk to one of the coach-and-fours of the tell Call Center Agency so as to be able to look deeper on how music directors of the said type of organizations keep up with the challenges of merging the different responsibilities left in their give care which includes keeping up with business competition and empowering the workers in giving a quality performance for the entire organization.B. Managers Basic InformationsFor the sake of privacy purposes, the manager noted here in would be referred to as Mr. Team Chief. The said individual concur with the said title to be used in behalf of his identity to be able to cover his consecutive name. He is among the ten other team pass managers of the IT operations management team. Like the others, he is delegate to a trustworthy pool of agents whom he has to work with everyday. For at leas t two months, they are given the chance to empower a certain group, then after which they are transferred to other groups for the sake of establishing comradeship among all the workers and inciting bring out motivational procedures to all the employees. (Goleman, 2000)Each pool of agents consists of at least 15 members severally. The organization gives inducing to the agents who are able to r apiece an 80% performance level with the calls that he or she assists each wee. It is then the responsibility of the Operational Managements Team Chief to help the employees reach this particular goal. Through assisting them with the difficulties of answering more or less of the most technical questions, the manager is able to give them the support that they need at work. However, the responsibility of a Team Chief does not end on that point. Aside from particularly supporting the team, he is overly responsible for motivating them in a way that although the work id quite tiring, the agent s would feel that what they are working for is all worth the efforts. Facing the different conflicts that the employees engage with every now and then is also left in the care of the team chief to resolve.C. Organizational Behavior Management SectionIt has been mentioned earlier that the manager interviewed herein is held responsible for motivating, assisting and disciplining at least 15 call canter agents left in his care every time he goes to work. Not to mention that his job also requires him to possess a certain amount of considerable knowledge about IT operations, he also is accountable for having and applying sound judgment when some(prenominal) difficult situations arise. TO breakdown the topics on management that have been discussed by the author of this report with the manager, the following subtitles shall split up the issues basing from their impact on military man behavior management proceduresPeople MotivationIt is the companys protocol to yield a call center agent who was able to reach at least 80% rapture on the calls that he or she received in a week. It is then the responsibility of the team chief to assist others in reaching that particular goal. To be able to do so, Mr. Team Chief said that he opt to have empowering meetings 15 keens before each shift. Once he is on the floor, he makes it a point that he is not just staying in his sit but sooner he roams around the work areas of his team and sees to it that they are only doing the right thing, Once a palmy call has been delivered by an agent, he never forgets to acknowledge them and give them commendation. He added that in this job, he larn that making the people feel that they are of great worth to the company and the hard work that they put forward for the organization is given high regard is much offend than motivating them in legal injury of monetary allowances.Punishment and PoliciesSince the shift of the agents is reshuffled every now and then, the organization allows at le ast a lee-way of three minute on floor preparation before the actual job. This means that the time listed on the schedule weather sheet given to the agents are at least three minutes earlier than the actual hour of operation. Hence, there is no excuse for existence late. However, there are at times those agents who simply cannot arrive archeozoic because of some circumstances. Hence, what he does is to allow them three times of being late then on the fourth, they are held form work for at least an hour away from their schedule, this way they would not be give for the first hour of their job even though they would work. This is just among the policies that Mr. Team Chief deals with. He usually deals with this particular problem making it one of the most overused policies in his team.Decision MakingThe usual decision made by Mr. Team Chief is naturally on the track of whether to consider a call successful or not. The 80% satisfaction in the customer service given by the agents t o their clients is scaled by the managers themselves. at that place is not a machine-based program that determines this particular progressive tense report. Hence, it is in their discretion if they are to flag a certain call successful or a failure. This then subjects them to being highly objective, not being influenced by favoritism and is completely guided by the essence of professionalism in their job. (Collins, 2001).Facing ConflictsAt some point, the employees get stuck with conflicts with each other, particularly because of their individual dispositions at work. Form this particular perspective, Mr. Team Chief tries it so hard to endure much objective in listening to the disputes of the employees while trying to assess the roots of the problem. Once the root of the dispute has been resolved, the manager tries to fix the issue through helping the employees see the situation in each others perspectives, putting each other in others shoe on the aim of helping them see the situ ation in the implication of sets depending on the personality of each employee. (Gottee, 2000)Pursuing the Breaking Ground for TeamworkIt is very important to work as one towards one particular goal for this type of organization. This is the reason why for the manager, it is important to understand what is it that actually empowers his people to work on their performance in giving their job the best shot that they could provide the clients and the organization as well. (Brown, 2002)The Implication of Leadership PrinciplesIn the take for Spiritual Dimension of Leadership, the authors of the said reading material deliver their points of views on how to develop the intellectual insight regarding and ghostlike beliefs. Based on the fulfilments of the authors Dr Paul D Houston and Dr Stephen L Sokolow, their main points are to express by open statement the true meaning of faith in lead and how to become a more(prenominal) enlighten leader, by having a common purpose and common vision. Through the said book, they discussed their hopes and dreams for themselves as well as for the public education, for the different leaders and for the world.Their major goal is to build a strong public education that will help the children to intimately enhance their skills, and to support the needs of the students primarily with regards the moral and apparitional values. Thru public education, the different kinds of beliefs can easily be discussed in formal and legal ways, and public education is the best opportunity to build different essential concepts that will connect the people within the human society. Another goal that these two authors frequently develop is the Dimension of Leadership, though leadership is a great privilege to a person who has the chance in having the skills need for it, the authors de o.k. the exact value of what are the valuable insights that a perfect leader should have. Also the responsibilities of the leader, which should always be his major precedence for the benefits of his community this will lead to a wellness and successful organization in the society that he serves. Wise leadership in spiritual, moral, and educational program is one of the major keys in a certain countrys future success it is the best way to farm a fruitful result that can give hope to the citizens of a particular society.Moreover, in order to build and have better leadership status in the future, the authors of book entitled Spiritual Dimension of Leadership provide some important guidelines that will fit to the prospective leaders. They offer the eight key doctrines that can lead to a prospective leader to become a valuable and enlightened leader, it is important to discussed this eight key principle in order to understand and enlightened the important point of views on how to become a better leader and spiritual adviser to the societies and communities. These are the following guidelines that a prospective leader should have to bad apply a nd understand carefully in order to empower his leadership.Intention- In leadership it is important to know what is the real intention of the leader in his activities and programs, because all the related activities that are usually directed by the leader and provided by the members will always reflect his physical and moral values.Attention- A true leader must always visualize the needs and benefits of his team in order to develop a progressive idea the leader should always give his full attention to the programs and activities that are very beneficial to the community.Unique Gifts and Talents- special skills and talents are God given gifts to every individual it is also temporarily stored to human body, by building and developing a set of better programs and activities, leaders are extending their best to use their skills and intellectual thinking to provide a humanistic and unbiased leadership to his community.Gratitude- Leadership is not all about the giving of commands and d uties, in order to achieve the main goal an acting leader should have an interpersonal emotion, great acceptance, and dipper appreciation for handling a serious obligation, also by receiving a lively perceive of favors grateful acceptance is also required in order to have a better leadership practice application.Unique life lessons- Though leadership is always creating some comparisons, developing uniqueness is a with child(p) ingredient to create a better relationship towards other members, by using personal get it on to provide a useful knowledge, Unique life lessons is a big contribution in having an enlightened leader.Holistic Perspective- This kind of principle is also required to inspire the members to also achieve their goals. By emphasizing the importance of the members in the society, through the implementations of the holistic perspective true leadership will be more in force(p).Openness- To achieve a wise leadership especially in education, openness is a big impact to create a better leadership. Leaders should always be open-minded in terms of the ideas and theories that are represent by the members of the public constituents. Any problems should seriously be discussed properly.Trust- The most important things that the leaders in spiritual and educational area should apply is trust, leaders should always create their different perspectives as well as the progressive idea on how to lead a certain group however, trust is the major factor in continuously aiming and becoming a leader. However, trust remains to be the core reason needed for the leadership skill applications to be successful enough for the organizations being served.If the insights written within the pages of the book being discussed in here will always prevail within the societys leaders, it could be easily expected that better days are ready to come ahead as the future multiplication of human civilization sprouts out to serve the different countries around the globe. The book i ndeed provides the most infallible inspiration that leaders need to posses in leading the nation or any other genial organization, trust and knowledge that would lead to a more successful future and a more effective leading procedure.ConclusionFrom this particular presentation, it could be noted that managers are expected to deal with different arenas considering human imaginativeness empowerment as well as improving their performance level for the sake of establishing a fine reputation for the organization through the works of the agents. It is very much appealing how Mr. Team Chief insisted on the fact that what managers usually forget is that the motivation needed to fire up the interest of the workers in performing at their best is not at all times based on monetary measures. Sometimes, simply acknowledging them for a job well done already does the trick of motivating them to work well. The sincerity of the manager to help the employees bring out their best makes the essence of management a real gift to any business organization.IntervieweePatrick Mendoza. (2007) Clientlogic Philippines. (Online Interview Through Chat Permission from the Clientlogic Administration). Loakan, Baguio City, Philippines.Further ReadingsCollins, J. (2001). Level 5 leadership the triumph of lowliness and fierce resolve. Harvard Business Review, 79(1), 67-76.Goffee, R. & Jones, G. (2000). Why should anyone be led by you? Harvard Business Review, 78(5), 62-70.Goleman, D. (2000). Leadership that gets results. Harvard Business Review, 78(2), 79-90.Brown, L. M. (2002). weenie hereto access a review of Kouzes and Posners book, The Leadership Challenge.Paul D. Houston , Stephen L. Sokolow. (2006). The Spiritual Dimension of Leadership 8 gravestone Principles to Leading More Effectively. Corwin Press.