Leadership In Action

A. IntroductionThe paper to be shown herein oddly highlights the attractership skills of an IT Operations Team Chief in a C every last(predicate) Center confidence. Call Centers ar primarily hold upn for assisting clients in facing troubleshooting bring ons with the clients computer-operating procedures. done a ph oneness forecast from the client, the agents argon qualified to bear on themselves with the problem and thus be fit to solve the issue though instructional details accustomed oer 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 ar reshuffled every now and then for the agents to be able to meet the 24-hour operation of the company. Indeed, seeing this situation, it could not be denied that this typeface of organization genuinely needs an enthusiastic set of film directors who be vatical to lead the tea, in getting the outgo turn ups of the company while plentiful the clients the best service that they ought to receive. In this particular manner, the author of this interview work decided to talk to one of the managers of the say Call Center Agency so as to be able to look deeper on how managers of the tell type of organizations keep up with the challenges of meeting the varied responsibilities left in their attention which includes keeping up with business competition and empowering the workers in vainglorious a quality performance for the entire organization.B. Managers raw material InformationsFor the sake of privacy conclusions, the manager noted here in would be referred to as Mr. Team Chief. The said individual agreed with the said title to be used in behalf of his identity to be able to cover his true name. He is among the ten separatewise team heavy managers of the IT operations anxiety team. Like the others, he is assigned to a real pool of agents whom he has to work with everyday. For at least two months, they ar abando ned the chance to empower a certain group, then later on which they are transferred to other groups for the sake of establishing camaraderie among all the workers and inciting better motivational procedures to all the employees. (Goleman, 2000)Each pool of agents consists of at least 15 members each. The organization gives bonus to the agents who are able to reaching an 80% performance level with the chaffers 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 close. Through assisting them with the difficulties of respond some of the most technical questions, the manager is able to give them the plunk for that they need at work. However, the responsibility of a Team Chief does not end there. Aside from particularly concuring the team, he is as wholesome as obligated for motivating them in a way that although the work id quite tiring, the agents would encounter that what they a re working for is all worth the efforts. Facing the different conflicts that the employees plunge with every now and then is also left in the care of the team honcho 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 lope agents left in his care every time he goes to work. non to mention that his mull over also requires him to possess a certain cadence of considerable knowledge about IT operations, he also is accountable for having and applying heavy(p) judgment when several difficult situations arise. TO breakdown the topics on management that stomach been discussed by the author of this report with the manager, the following subtitles shall separate the issues basing from their impact on human behavior management proceduresPeople MotivationIt is the companys communications protocol to reward a call center agent who was able to reach at least 80% satis incidention 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 minutes in front each shift. Once he is on the floor, he makes it a point that he is not just staying in his sit but instead he roams around the work bailiwicks of his team and sees to it that they are simply doing the right thing, Once a undefeated call has been delivered by an agent, he never forgets to acknowledge them and give them commendation. He added that in this telephone circuit, he learned that making the race feel that they are of dandy worth to the company and the hard work that they put forward for the organization is given high regard is much better than motivating them in cost of monetary allowances.Punishment and PoliciesSince the shift of the agents is reshuffled every now and then, the orga nization allows at least a lee-way of three minute on floor preparation before the tangible job. This means that the time listed on the schedule sheet given to the agents are at least three minutes earlier than the actual hour of operation. Hence, there is no excuse for being late. However, there are at times those agents who simply ceasenot arrive early 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 outside from their schedule, this way they would not be paid 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 ordinarily deals with this particular problem making it one of the most overused policies in his team.Decision MakingThe common 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 to their clients is scaley by the managers themselves. There is not a machine-based program that determines this particular modernized 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 spunk 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 bring much objective in listening to the disputes of the employees while trying to pass judgment 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 s ituation in the implication of values depending on the personality of each employee. (Gottee, 2000)Pursuing the Breaking grease 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 big their job the best shot that they could provide the clients and the organization as well. (Brown, 2002)The Implication of Leadership PrinciplesIn the control Spiritual Dimension of Leadership, the authors of the said reading material deliver their points of views on how to farm the intellectual insight regarding and spiritual beliefs. Based on the achievements of the authors Dr capital of Minnesota D Houston and Dr Stephen L Sokolow, their main points are to express by general cultivation the true meaning of faith in attractership and how to fashion a more enlightened leader, by having a common p urpose and common vision. Through the said check, they discussed their hopes and dreams for themselves as well as for the common education, for the different leadership and for the world.Their major goal is to build a substantive public education that provide help the children to easily enhance their skills, and to support the needs of the students primarily with regards the moral and spiritual values. Thru public education, the different kinds of beliefs whoremaster easily be discussed in formal and legal ways, and public education is the best opportunity to build different essential concepts that leave behind connect the people within the human company. Another goal that these two authors ofttimes develop is the Dimension of Leadership, though leadership is a great privilege to a person who has the chance in having the skills necessary for it, the authors intend the exact value of what are the worthy insights that a perfect leader should have. Also the responsibilities of the leader, which should ever be his major priority 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 emerging success it is the best way to shit a fruitful result that can give hope to the citizens of a particular society.Moreover, in tack 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 principles that can lead to a prospective leader to become a valuable and enlightened leader, it is important to discussed this eight key principle in place 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 seriously apply and understand cautiously 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 forever reflect his physical and moral values.Attention- A true leader must ever so 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 perfection 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 humanitarian and unbiased leadership to his community. Gratitude- Leadership is not all about the giving of commands and duties, in order to achieve the main goal an acting leader should have an interpersonal emotion, greater acceptance, and dipper appreciation for handling a serious obligation, also by receiving a lively sense of favors pleasant 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 big factor to create a better relationship towards other members, by using personal experience 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 immensity of the members in the society, through the implementations of the holistic perspective true leadership will be more effective.Openness- To achieve a wise leadership spe cially in education, openness is a big impact to create a better leadership. Leaders should always be open-minded in damage of the ideas and theories that are represented 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 change state 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 pen within the pages of the book being discussed in here will always prevail within the societys leaders, it could be easily expect that better days are ready to come ahead as the future generation of human civilization sprouts out to serve the differ ent countries around the globe. The book indeed provides the most necessary inspiration that leaders need to posses in leading the nation or any other social 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 resourcefulness empowerment as well as improving their performance level for the sake of establishing a fine reputation for the organization through the industrial plant 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 involution 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 hel p 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 humility and fierce resolve. Harvard business organization 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). Click hereto access a look back of Kouzes and Posners book, The Leadership Challenge.Paul D. Houston , Stephen L. Sokolow. (2006). The Spiritual Dimension of Leadership 8 Key Principles to tip More Effectively. Corwin Press.