Managerial Roles and Responsibilities Assessment Project
Order ID 53563633773 Type Essay Writer Level Masters Style APA Sources/References 4 Perfect Number of Pages to Order 5-10 Pages Description/Paper Instructions
Managerial Roles and Responsibilities Assessment Project
Assessment 2: Project
You are working as a Manager at ABC Company and you manage 10 junior customer service officers. You are interested in taking on more managerial roles and responsibilities. You know that the company has a program dedicated to assisting staff with self-improvement and development, as long as it is in line with the company’s main goals of improving customer service and providing an exceptional experience to all customers. You can see current employees’ skills and knowledge below:
Roles and responsibilities Current skills and knowledge Junior customer service officers · Ensuring customer satisfaction through reliable and timely customer service · Receive and handle both initial and escalated consumer enquiries
· Manage client accounts and follow up with outstanding payments
· Liaise with stakeholders
· Excellent communication skills and committed to achieving customer service of the highest standard; · Ability to relate and personalise responses for each consumer experience
· Proficient Microsoft Office skills
· Attention to detail & demonstrate active listening
· Experience in retail and welcome
Current 2 senior customer service positions are still vacant. Senior customer service officers’ key responsibility areas:
- Provide guidance to the customer service staff to ensure all customer needs are met.
- Work with the Customer Service Team to deliver optimum service to our internal and external customers within the agreed timeframes.
- Assist in the development of strong working relationships across all departments and raise awareness of the support the Customer Service Team can provide to service delivery.
- Assist with building the capacity and attitude of the customer service staff to provide exceptional customer service.
- Assist with the development and implementation of the Customer Relationship Model.
- Actively participate in developing and implementing customer service systems, which will improve the service delivery and enhance the image of ABC.
- Monitor and report on customer service protocols and identify process improvements relevant to Customer Service across the organisation.
- Provide frontline customer service including processing customer requests, receipting and switchboard operation.
- Train staff in all aspects of their Customer Service Officer role and liaise with all departments to provide guidance on our customer service systems.
- Monitor and maintain directories and databases
- Manage the purchase, storage and allocation of stationery for the organisation to ensure adequate supplies are maintained at all times.
- Manage the roster system for all customer service staff.
- To resolve relevant problems and complaints from the public and advise management on system improvements in line with ABC.
Need to answers those questions.
- Research and summaries your findings:
- Career development theories, models, frameworks and strategies for customer service officers
- Apply codes of professional conduct and career development standards, and how they can be applied in ABC Company
- What regulatory requirements, policies, guidelines, standards and resources should apply
- Analyse, plan, implement and evaluate career development services; determine the needs of your junior customer service officers; plan for support systems and resources required to provide high-quality career development service delivery; establish and maintain relationships with professional peers and service providers.
- Explain how to apply effective action-planning skills in career development counselling services and how to establish ongoing professional and follow-up support for clients of career development services.
- Explain how to encourage junior staff to commit to, and access, career development services; you need to establish mechanisms to follow-up provision of career development services.
- Explain the strategies to ensure records storage, security and privacy in accordance with professional and organisational requirements and how to establish referral procedures and contracts
- Identify own professional development needs and complete required professional development activities
- Review and improve career development services, in consultation with HR officer (your assessor) this one is presentation. At least 5 PowerPoint slide
RUBRIC
QUALITY OF RESPONSE NO RESPONSE POOR / UNSATISFACTORY SATISFACTORY GOOD EXCELLENT Content (worth a maximum of 50% of the total points) Zero points: Student failed to submit the final paper. 20 points out of 50: The essay illustrates poor understanding of the relevant material by failing to address or incorrectly addressing the relevant content; failing to identify or inaccurately explaining/defining key concepts/ideas; ignoring or incorrectly explaining key points/claims and the reasoning behind them; and/or incorrectly or inappropriately using terminology; and elements of the response are lacking. 30 points out of 50: The essay illustrates a rudimentary understanding of the relevant material by mentioning but not full explaining the relevant content; identifying some of the key concepts/ideas though failing to fully or accurately explain many of them; using terminology, though sometimes inaccurately or inappropriately; and/or incorporating some key claims/points but failing to explain the reasoning behind them or doing so inaccurately. Elements of the required response may also be lacking. 40 points out of 50: The essay illustrates solid understanding of the relevant material by correctly addressing most of the relevant content; identifying and explaining most of the key concepts/ideas; using correct terminology; explaining the reasoning behind most of the key points/claims; and/or where necessary or useful, substantiating some points with accurate examples. The answer is complete. 50 points: The essay illustrates exemplary understanding of the relevant material by thoroughly and correctly addressing the relevant content; identifying and explaining all of the key concepts/ideas; using correct terminology explaining the reasoning behind key points/claims and substantiating, as necessary/useful, points with several accurate and illuminating examples. No aspects of the required answer are missing. Use of Sources (worth a maximum of 20% of the total points). Zero points: Student failed to include citations and/or references. Or the student failed to submit a final paper. 5 out 20 points: Sources are seldom cited to support statements and/or format of citations are not recognizable as APA 6th Edition format. There are major errors in the formation of the references and citations. And/or there is a major reliance on highly questionable. The Student fails to provide an adequate synthesis of research collected for the paper. 10 out 20 points: References to scholarly sources are occasionally given; many statements seem unsubstantiated. Frequent errors in APA 6th Edition format, leaving the reader confused about the source of the information. There are significant errors of the formation in the references and citations. And/or there is a significant use of highly questionable sources. 15 out 20 points: Credible Scholarly sources are used effectively support claims and are, for the most part, clear and fairly represented. APA 6th Edition is used with only a few minor errors. There are minor errors in reference and/or citations. And/or there is some use of questionable sources. 20 points: Credible scholarly sources are used to give compelling evidence to support claims and are clearly and fairly represented. APA 6th Edition format is used accurately and consistently. The student uses above the maximum required references in the development of the assignment. Grammar (worth maximum of 20% of total points) Zero points: Student failed to submit the final paper. 5 points out of 20: The paper does not communicate ideas/points clearly due to inappropriate use of terminology and vague language; thoughts and sentences are disjointed or incomprehensible; organization lacking; and/or numerous grammatical, spelling/punctuation errors 10 points out 20: The paper is often unclear and difficult to follow due to some inappropriate terminology and/or vague language; ideas may be fragmented, wandering and/or repetitive; poor organization; and/or some grammatical, spelling, punctuation errors 15 points out of 20: The paper is mostly clear as a result of appropriate use of terminology and minimal vagueness; no tangents and no repetition; fairly good organization; almost perfect grammar, spelling, punctuation, and word usage. 20 points: The paper is clear, concise, and a pleasure to read as a result of appropriate and precise use of terminology; total coherence of thoughts and presentation and logical organization; and the essay is error free. Structure of the Paper (worth 10% of total points) Zero points: Student failed to submit the final paper. 3 points out of 10: Student needs to develop better formatting skills. The paper omits significant structural elements required for and APA 6th edition paper. Formatting of the paper has major flaws. The paper does not conform to APA 6th edition requirements whatsoever. 5 points out of 10: Appearance of final paper demonstrates the student’s limited ability to format the paper. There are significant errors in formatting and/or the total omission of major components of an APA 6th edition paper. They can include the omission of the cover page, abstract, and page numbers. Additionally the page has major formatting issues with spacing or paragraph formation. Font size might not conform to size requirements. The student also significantly writes too large or too short of and paper 7 points out of 10: Research paper presents an above-average use of formatting skills. The paper has slight errors within the paper. This can include small errors or omissions with the cover page, abstract, page number, and headers. There could be also slight formatting issues with the document spacing or the font Additionally the paper might slightly exceed or undershoot the specific number of required written pages for the assignment. 10 points: Student provides a high-caliber, formatted paper. This includes an APA 6th edition cover page, abstract, page number, headers and is double spaced in 12’ Times Roman Font. Additionally, the paper conforms to the specific number of required written pages and neither goes over or under the specified length of the paper. GET THIS PROJECT NOW BY CLICKING ON THIS LINK TO PLACE THE ORDER
CLICK ON THE LINK HERE: https://www.perfectacademic.com/orders/ordernow
Also, you can place the order at www.collegepaper.us/orders/ordernow / www.phdwriters.us/orders/ordernow
Do You Have Any Other Essay/Assignment/Class Project/Homework Related to this? Click Here Now [CLICK ME]and Have It Done by Our PhD Qualified Writers!!