Job Title: Team Manager
Type of Company: My company handles conference calls for major corporations.
Education: AS, Travel and Tourism, Quincy College (Quincy, MA)
Previous Experience: I started as a travel agent and moved into telephone conferencing, after 9/11, as companies began to cut back on travel.
Job Tasks: I manage a team of seventeen people, monitor their phone calls for quality and host monthly team meetings to keep them updated on the business. I handle side-by-side coaching to improve their customer service skills. I produce reports to track everyone's productivity and make sure we're all working at the same level and pace. I get on calls with high-powered executives to go over their complaints about our service and offer resolutions that will turn their perceptions around. I have one team in my home state and another team in another state and managing them is difficult as it is all done over the phone.
We provide web conferencing in conjunction with our conference calls. This is a relatively new technology for some customers and we need to walk them through it initially. Web conferencing makes a meeting's presentation available online in real time, so that those who call in can see the presentation on their computer screens and IM (or Skype) questions to the meeting's host.
Conferencing is a rapidly changing business and has many intricate parts to it. It is technical and very customer service-oriented. Each day is different.
Best and Worst Parts of the Job: The best part of my job is the personal satisfaction I get when a call goes off without a hitch.
The worst part at times can be the employees. Some handle the coaching well, while others do not. Some employees have been here for a long time and cannot handle change very well.
1. Take your basic management courses but complement them with a course in human nature. Psychology would be extremely helpful.
2. Take courses on how to manage people who are unwilling or unable to accept feedback. Customer service courses, hospitality management, etc. would also be good resources to fall back on when handling customers gets difficult.
Additional Thoughts: It is never easy to manage people; there are so many types of personalities in the world. Never overburden the one employee whom you know you can count on. Instead, try to train them all to be that way. Assign someone a task you know he'll have trouble with, and coach him through it, and you'll end up with someone stronger who can help you.
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