20% operational improvement through improved and increased front-line management

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Equipping front-line managers with the skills, tools, knowledge, experience and confidence necessary to optimise the effective utilisation of staff under their control and, as a result unlock their teams true potential.

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Challenge:

Increasing call volumes, quality dropping, abandon rate increasing

First- line and second line management across customer facing departments were under developed and had received little or no investment in their entire employment within the organisation. This led to missed opportunities to deliver improved performance across the customer facing operation, coupled with high attrition, sickness and poor talent acquisition.

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The existing management community were distracted by answering emails and making the existing system work, resulting in the senior management forgetting what the operational managers were hired to do – to manage.

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The Solution:

Improve productivity, service quality through increased management engagement

The core focus was to provide the management community across the customer facing operation with the tools and skills to improve operational performance and quality, whilst creating a sustainable culture of continuous improvement.

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The Approach:

Redefine the role of the manager, and establish a robust framework for success that would enable them to deliver top and bottom-line performance benefits for the business…

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Equip operational managers with the skills, tools, knowledge, experience and confidence necessary to optimise the effective utilisation of staff under their control and as a result, unlock the team’s true potential.

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