Manage personal work priorities
In this assignment, there are two different tasks on managing the personal work priorities and professional development. In the first task of the assessment managing own work priorities will be initially the position description of the job will be established and our goals will be developed. Finally, the journal will be written on containing reflections on the process of managing work priorities. In the second task, development and maintenance of personal competence will be done. For that, a Professional Development Plan will be developed various meeting notes, and finally, a journal will be written on developing the plan.
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Customer Service Representative Job Description |
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Requirements of educational requirement |
· General education of High School degree or any diploma degree · The ability of excellent communication skill, problem-solving and decision-making skills at the time of stress (American Occupational Therapy Association, 2015) · Necessary computer skills, comfortability in using computers · At least the experience of working as customer support around one year |
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Responsibilities of the Customer Service Representative |
· maintenance of professional and positive attitude at the time of communicating with the customers · An appropriate response providing for the enquiry of the customer · Multiple tasking or communicating through various channels · Knowledge about the organisational services and products to give a proper answer to the customer’s query (Chang et al. 2017) · Acknowledging the customer’s complaints · Coordination and communication with the other colleges · Resolving the complaints of the customers · Using the organisational protocol at the time of doing the job · Keeping the record of the customer’s complaints, comments and also of various interactions · Taking feedback about the customer service process from the customers · providing proper guidance of the junior customer service representative (Mohiuddin et al. 2017) · Providing customer support professionally and also ensuring the satisfaction of the customer |
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Work activity |
Description |
Goal/s |
KPIs |
Timeframe |
Person responsible |
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Effective communication skills and decision-making ability. |
The primary responsibility of the customer care representative is to provide the best solution for the customers with effective communication skill and problem-solving abilities. To become the best employee in the customer service need proper knowledge about the products and services and understanding the problems of the customer and providing them with instant solutions. |
To become the customer’s favourite customer service representative in Tata Teleservices, Australia. |
Customer satisfaction and retention (Murphy, 2017) |
For reaching this daily goal, work is needed with a proper area of improvement for the Future Days |
The supervisors can also help in achieving the goal, but the adequate effort has to give by the representative himself. |
Goal 2
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Work activity |
Description |
Goal/s |
KPIs |
Timeframe |
Person responsible |
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Teamwork, cooperation skills with others, communication skills, problem-solving skills (Schön, 2017) |
For became one of the best team in Tata telecommunication customer service efficient teamwork abilities are essential. However, it is the responsibility of the entire team to understand the competencies and weaknesses of each other for developing a strong team. |
To become the best customer care providing a team in Tata Teleservices Australia. |
Employee turnover |
A significant achievement needs a proper framework for the work procedures. In addition to that, the daily customer’s satisfaction and employee turnover can help in achieving this team goal. |
Each of the team members is responsible for this goal achievement. In addition to that, the supervisor of the team and the team leader has more significant responsibilities. |
Tata Teleservices is one of the most renowned organisations in the telecommunication world according to me.
- Review your job description and your organisation’s business plans, business goals, policies and procedures.
Tata group believes in business excellence future thinking and innovation for achieving the organisational values and purpose and code of conduct. There are multiple services which are provided by Tata Telecom those include bandwidth, Data Services, leased lines, managed network connectivity mobile, broadband telephony services, telecommunication solutions, etc. The mission of this organisation is to be recognised as the most reliable Global network for suppliers and customers (Biggs et al. 2014). In addition to that, delivering the value of the services and product to this network development process are significant. However, responsible value also will be given to the stakeholders. The vision of this organisation is to become globally substantial and different chosen businesses by the year 2025.
The job description includes providing Customer services to the customers of Tata Teleservices. The business plan of the organisation is to be globally recognised by the year 2025 (Skinner et al. 2014). The goal of the business is to provide business excellence future thinking and innovation for attracting a more significant number of global customers (American Occupational Therapy Association, 2015).
- The different personal and team goals during from the organisational policies, procedures and plans-
- To become the customer’s favourite customer service provider employee in Tata Teleservices
- To become the best customer care providing a team in Tata teleservices Australia
- To develop my communication skill for improving effective communication skill with the customers
- To understand the complaints of the customer and provide them with the best solution in the minimum time
The reason and ways of establishing the goals- Creating a goal for the professional career help an individual in achieving the objectives of the organisation and also the use of proper goal setting minimise the time of achieving it. Identifying the four established goals the organisational plans and objectives are considered. The organisation Tata Teleservices wants to be the leader of Telecommunication services for which these personal and team goals are appropriate for organisational achievement.
KPI to measure performance related work goals- for achieving goals considered for this assignment the customer satisfaction and retention and employee turnover key performance indicators will help in measuring the performance (Biggs et al. 2014).
- a. The ways by which KP will use to measure work latest performance- for ensuring the performance and estimating it, the different components of the key performance indicators will be evaluated to get the final results. For instance, to use the customer satisfaction and retention KPI, the feedback taken from the customer about the performance of customer services will be measured to identify the improvement in achieving the goal.
- There are some organisational policy and conditions which restrict the employee in the procedure of upgrading the performances. In that scenario, a proper Development Plan will be developed considering the circumstances and contingencies. Considering the conditions and emergencies will help in developing an appropriate plan which will not affect the performance of the individual.
- In measuring the performance of the goal achievement, the personal strengths and weaknesses are significant. I have strong communication skills and decision-making skills which will be the main area of strengths. Except that, my time management skills and problem-solving skills are not appropriate for achieving the goals and measuring its performance by the key performance indicators.
- I have selected some prioritise activities for achieving the goals which include teamwork, cooperation and communication skill, problem-solving skills and decision-making skills. For attaining the advance for girls, this Paradise activities has helped me in developing the two different work plans and also meeting the demand of achieving the goals (Cottrell, 2015).
- For managing the work, priorities have selected the two primary goals. The first one is associated with becoming the best customer service representative in the organisation and the second goal is related to becoming the best customer care team in the organisation. For managing the time of the plans I have identified the main work as my goal, therefore, I can regularly practice it for the development process.
- a. Both of my prioritised goals are associated with becoming a role model for the work planning and also for the organisation. As the total business if customer oriented, therefore, establishing a goal of becoming the best customer care representative in the organisation generally enhances the priority of the work plan. My daily work activities in the organisation can be taken as the example. For instance, my politeness at the time of communicating with the customer directly help in developing a positive professional relationship between the customers and me.
- For maintaining the work-life balance, I will provide my proper dedication towards my job role at the time of work, and after leaving the office, I will not be taking stress about my job activities and goals. This process will help me in managing the pressure as well as I will get enough time for maintaining my health and work-life balance
Two work plans
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Work activity |
Description |
Goal/s |
KPIs |
Timeframe |
Person responsible |
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Time Management |
For the professional career development, managing the time for each of the work done is essential. It helps in reducing the workload and assist in finishing the work inappropriate time (Cottrell, 2015). |
The goal is to finish all of the work within the given time |
Customer satisfaction and retention |
Each of the work process |
Customer care service Communication skill |
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Communication skill development |
Communicating with the customer managers and suppliers the various type of communication skill is essential. Those include the verbal communication skill non-verbal communication skill and written communication skill |
Develop effective communication for providing the best quality of services to achieve the organisational goals. |
Employee turnover rate The employee turnover rate help in analysing the various organisational culture and work environment 9(Chang et al. 2017) |
For developing the skill, improvement process is essential for maximising the effectiveness of the performance. |
The managers of the organisation are associated with guiding developing the communication skill. |
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Focus and attention skill |
At the time of providing service to the customer, giving focus and attention to the problems of the customer become essential (American Occupational Therapy Association, 2015). |
Increase my focus and attention power at the time of working for achieving organisational goals. |
LOB efficiency Evaluating (Biggs et al. 2014) |
evaluating the focus and attention power once in a week by communicating with the team leader and peers |
For measuring the efficiency, each of the work which needed focus and attention had to perform by me correctly. |
Meeting with supervisor- the first meeting is conducted with the supervisor of my workplace. This individual is associated in the customer service area for the last six years. According to the provided solutions for developing the professional area, understanding of the problems of the customer is essential. In addition to that, he has also mentioned developing the communication skills for working as a customer care employee. Time management skills are another area which needs proper development for providing customer service. According to him if an individual wants to give the best quality of customer service, he has to understand the problem and provide the solution in the minimum time. For proper growth in this industry of customer service, I have to work on my strength. According to him, I have to work harder for narration my strength and reducing my weaknesses by developing an appropriate professional development plan for a few months. This process will help me in managing my work and also improving the skills at the same time.
Meeting with Employees- meeting with other employees is a beneficial way to understand the professional development plan. This is because the employee itself is associated with managing his development for a plan for the future and he will act as the best advisor in this scenario. According to the interview or meeting with the employee, he has advised me to focus on the personal skills which are already developed according to me. In addition to that, he said that making the decision is more important than providing a solution to the customers. According to him if we understand the problem of the customer, then it will be easier to decide on solving the problem. He has also stated that for understanding the issues, I have to focus on my focus and attention skill at the time of communicating with the customers. Most of the solutions of the customers can we find out from the various conversation made with the customers. Therefore, using a particular protocol at the time of providing the customer service is necessary with sufficient focus and attention skills.
At the time of developing the professional development plan and the meetings with the supervisor and employees, I have used a proper program. Initially, I have developed a professional Development Plan according to my home need. After that, I have focused on the two different meetings with the supervisor and the employee. During the meeting with the supervisor, I have concentrated on taking advice which can help me in developing my professional development plan
. The employee is a usual experience in the same working field his analysis is going to assist me in achieving my goals from the previous task. After that, I have focused on the meeting with the employee who is dealing with the same type of customer problems like me. Understanding his attitude towards the customer and his methods for solving the issues has helped me in developing a better professional development plan than before. For this entire procedure of establishing a proper professional development plan, the total time of one and half month is utilised by me.
Conclusion
In light of the above discussions, it can be concluded that understanding the personal growth and priorities help us in the process of developing future careers. Similarly, a professional development plan which is being designed with the experience individuals helps in achieving goals more effectively than other procedures.
References
American Occupational Therapy Association, 2015. Standards for continuing competence. American Journal of Occupational Therapy, 69(6913410055).
Biggs, A., Brough, P., and Barbour, J. P., 2014. Strategic alignment with organisational priorities and work engagement: A multi?wave analysis. Journal of Organizational Behavior, 35(3), pp.301-317.
Chang, W., Mohaisen, A., Wang, A., and Chen, S., 2017, October. Understanding Adversarial Strategies from Bot Recruitment to Scheduling. In International Conference on Security and Privacy in Communication Systems (pp. 397-417). Springer, Cham.
Cottrell, S., 2015. Skills for success: Personal development and employability. London: Macmillan International Higher Education.
Groysberg, B., and Abrahams, R., 2014. Manage your work, manage your life. Harvard Business Review, 92(3), pp.58-66.
Mohiuddin, M. A., and Ahmed, M. O., 2017. A study of corporate governance practices with reference to different selected telecom companies in india. International Journal of Research in Management & Social Science, 40(2), pp.222-241
Murphy, B., 2017. Professional competence and continuing professional development in accounting: professional practice vs. non-practice. Accounting Education, 26(5-6), pp.482-500.
Schön, D. A., 2017. The reflective practitioner: How professionals think in action. Abington: Routledge.
Skinner, N., Elton, J., Auer, J., and Pocock, B., 2014. Understanding and managing work-life interaction across the life course: a qualitative study. Asia Pacific Journal of Human Resources, 52(1), pp.93-109.
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