Case Asst #6

For this assignment, follow along with the scenario below.

You have recently been hired into a management role at XYZ Call Support. Customers call into this call center firm from across the nation for help resolving credit card billing issues. The center runs 12 hours a day due to time zone differences across the country.

Employees are hired as Customer Service Representatives and their role is to answer phone calls. They are monitored to do so within a 5-minute period of time. All employees and managers are currently working within XYZ's call center building in suburban Chicago - there are no employees working remotely at this time. Your new role has a 25 employee span of control, and you are one of four Customer Service Managers for the company. The four of you report to Michael Coyle, Director and General Manager of the company.

You come to work the first day, are given a tour, and are introduced to your 25 employees and other managers before being taken to your office. Your office looks out over the cubes each of your Customer Service Reps works from as they perform their jobs daily working 8-hour staggered shifts Monday through Friday.

As you sit at your desk overlooking these 25 employees, you ask yourself "What's Next?" and you take out the paper and pen you find on your desk to begin writing down and developing your management planning outline.

• What content is on your management plan outline?
• What do you wish you knew? How will you find this out?
• What is the first action you will take from your management plan?

You have studied the principles of management throughout this term - You have read the chapters in your assigned text throughout this term and completed the MyLab assignments and other case study assignments throughout this term. In this assignment, you are now putting all of that new knowledge together and applying it as you take on this new role as a Customer Service Manager. You should be considering the functions of management as you prepare your plan outline and the expectation is your plan outline will include specifics. Keep in mind this is a 50-point assignment and the intent is for you to now demonstrate your new knowledge of the principles of management and put them to work in this assignment. You need to be sure the three bulleted areas above are covered and are easily found within your assignment response. The questions are not meant to be headings or content you include in your assignment response.