Manage team and individual performance in contact centre operations
Overview
This standard is about managing team and individual performance in contact centre operations. It involves identifying ways to obtain and provide feedback and supporting teams and members of staff to gather performance feedback from a variety of sources. You will be required to analyse feedback to identify common themes. It also involves organising buddying or coaching support to contribute to continuous improvement. It is for contact centre professionals on supervisory or managerial levels who are responsible for managing team and individual performance.
Performance criteria
You must be able to:
Organise performance-based feedback in a contact centre
1. identify a range of routes for obtaining and providing feedback on performance in contact centre operations
2. work with colleagues within organisational policy to allocate responsibility for contact centre performance management
3. support team and individual initiatives to obtain feedback on performance from varied sources
4. work with colleagues to identify ways to use feedback to improve performance
Organise team and individual performance improvement activities resulting from feedback about contact centre operations
5. analyse feedback on performance to identify common themes where there are opportunities for improvement
6. work with teams to agree actions for performance improvement
7. agree with team leaders, strategies for team building and the improvement of team performance
8. monitor performance improvement actions by teams and individuals to measure outcomes
9. coordinate strategies to deal with working under pressure in contact centre operations
Manage organisational change and employee retention in contact centre operations
10. work with team leaders to identify key changes that require active management
11. develop and adapt procedures and guidelines for contact centre operations
12. organise buddying and coaching support that contributes to the management of change in contact centre operations
13. identify factors that are influencing staff retention
14. seek opportunities to obtain formal and informal feedback on work satisfaction and reasons for resignation
15. advise the organisation on steps that can be taken to improve staff retention in contact centre operations
16. follow current legal, regulatory and data protection requirements, codes of practice and organisational policies and procedures relating to handling personal information
Knowledge and Understanding
You need to know and understand:
- the range or services or products offered or supported by your contact centre
- the organisational requirements and external regulation and legislation relevant to contact centre operations
- the organisational procedures and guidelines for contact centre operations that impact on performance
- the importance of ensuring that performance management activities become part of day to day work and management within contact centre teams
- the different sources and ways of obtaining feedback about performance in contact centre operations
- the roles and responsibilities for performance management actions in contact centres
- the activities that can contribute to obtaining performance feedback in contact centre operations
- the importance of working with colleagues to identify ways to use feedback on performance
- the techniques for analysing performance in contact centre operations
- the importance of working with teams to agree actions to improve performance in contact centre operations
- the strategies for team building and developing performance
- how to measure and monitor performance improvement actions and outcomes
- the strategies to deal with working under pressure in contact centre operations
- the features of changes that demand active management in contact centre operations
- the techniques for adapting or developing procedures for contact centre operations
- the buddying and coaching techniques to support management of change
- the factors that impact on staff retention in contact centre operations
- how to establish common reasons for staff turnover which can be mitigated through management actions
- how to present recommendations for actions on staff retention to management colleagues
- the current legal, regulatory and data protection requirements, codes of practice and organisational policies and procedures relating to handling personal information