Scenario introduction

You are the newly appointed frontline manager in the Sydney Customer Support Department for BizOps Enterprises. In your role, you oversee customer support operations and manage the work teams and staff.

You receive the following email from Sarah Voss, BizOps National Customer Service Manager.

Subject: Welcome to your new position! Hello,

Welcome to your new role in our Customer Support department. We are looking forward to working with you to improve our customer support services.

I have received some important information from the Human Resources department that needs your immediate attention:

The Human Resources department has indicated that performance reviews are now due for the Online Customer Support team.

In addition, Senior Management is also requesting that frontline managers identify staff whose performance has been dropping and focus on this in the review process.

I realise that you have only recently been appointed to the role and had little chance to get to know your department. To assist you in performing your duties, I have provided you with a staffing plan and some handover notes that your predecessor recorded before leaving.

You will find these documents in the Required Assessment Resources folder in Moodle.

Work through the series of steps that follow to complete your duties according to your role and responsibilities as outlined in your job description.

As frontline manager, you will provide a coaching session for the online customer support team. This will focus on the work plan you have developed to improve the process of managing customer complaints. In the session you must include:

an overview of the work plan

work activities to improve the customer complaints and escalation management

process.

a visual representation of the work plan

instructions on how to perform work activities to ensure efficiency, timing as well as standards of performance, SMART goals and resources.

No.	Tasks	SMART Goals	Staff member & level of responsibility	Resources	Risks - possible causes of normal work disruption	Likelihood	Risk treatments	Implementation dates

1.Performance standards:

2.Code of conduct underpinning this work plan:

3.Legal considerations underpinning this work plan:

4.Information management system:

Monitor and evaluate work activities

Establish the KPIs and performance metrics you will use to monitor and evaluate the work activities in the work plan for the Online Customer Support team. Refer to the Staffing Plan and Handover Notes to help you fill out the KPIs and Performance Metrics

KPIs and Performance Metrics

KPIs	Target	Performance metrics	Target