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What would be your plan for the first two weeks as an operations manager in a contact centre


(Manager) |
Topic Expert
Wayne Spivak
Title: President & CFO
LinkedIn Profile
(President & CFO, |

Learning what everyone is doing (you own GAP Analysis) so you can begin on establishing the goals to achieve.

(Manager) |

Many thanks wayne

Topic Expert
Len Green
Title: Performance Improvement Consultant and E..
Company: Haygarth Consulting LLC
LinkedIn Profile
(Performance Improvement Consultant and ERP Strategist, Haygarth Consulting LLC) |

I'd also OBWA = observe by walking around so that later I can MBWA = manage by walking around. Then, find out what key metrics are being gathered today, what metrics may not be ready, and how your dept is performing against customer SLA's and survey scores.

Also, make a few calls to your contact center and get your own customer experience.

What were you told about the dept at the interview? How will that influence what you want to observe/experience?

(Manager) |

Many thanks Len


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