tra & dev. termpaper
TRANSCRIPT
-
8/8/2019 Tra & Dev. TermPaper
1/23
1
Term Paper On
Job Analysis, TNA & Training Programme for
Team leader BPO.
SUBMITTED TO:
Miss. Gurneet Kaur SUBMITTED BY:
DIVESH ARORA
MBA
REG. NO.- 10901011
ROLL NO.- A-14
-
8/8/2019 Tra & Dev. TermPaper
2/23
2
Table of Contents:
Particular Page No.
Acknowledgement
Introduction of the Topic (Team leader BPO)
Objectives of the study
Job Analysis of Team Leader
Job Description
Job Specification
Essential Duty & Responsibility
Training Need Analysis
Training Programme For Team Leader
Reference
-
8/8/2019 Tra & Dev. TermPaper
3/23
3
ACKNOWLEDGEMENT
It is a great boon for me that I got this opportunity to make this project on the subject Job
Analysis, TNA & Training Programme for Team leader BPO. I am also very much
thankful to GOD helps me to reach here and to complete my term paper.
I also want to acknowledge that I have learned from working with my friends on this project.
I truly want to give thanks to my subject LecturerMs. Gurneet Kaur. who provided mewith the time, support and inspiration needed to prepare this term paper. I owe a considerable
debt of gratitude to LOVELY PROFESSIONAL UNIVERSITY for helping to get my post
graduate career stated and serving as positive role models. I gratefully acknowledge the
invaluable research and teaching contributions from my faculty. Several people have helped
me many ways, encouraged me and provided me useful suggestions during the initial phase
of this term paper and also I got much help from various internet sites from where I got
relevant data for making this term paper.
DIVESH ARORA
-
8/8/2019 Tra & Dev. TermPaper
4/23
4
Team Leaders have a wide range of responsi ilities, and may be call on to complete any task
that need a group to succeed. Weve broken the listinto categories:
T L - Ev T !
Team Leaders are responsible for moving the team to accomplish its task. Team leaders
should ensure an environment that helps teams get their work done. For example, the team
may need to meet off site, or require work samples, products or otheritems. The team leader
is responsible for obtaining these resources, and if they are unavailable (e.g., no off site
meeting space is available), then the team leader must inform the team of the situation and
directthe team to consider other options.
T L
Team Leaders may or may not be supervisory/managerial personnel. Mostimportantly, team
leaders should never "pull rank," or apply undue influence on the team. Good team leaders
know the lessons learned from experience are stronger and longerlasting than those learned
simply by having a supervisortelling someone whatto do. Being a team leaderis a good deal
of work. A balance must be maintained between keeping a team focused on the task and
allowing a team to make its own decisions.
T L l
The responsibilities of a team leader are varied and include:
-
8/8/2019 Tra & Dev. TermPaper
5/23
5
y Focusing team members on the purpose and task of the project; reminding the team ofthe result the organization is looking for and how it fits with the organization's vision,
mission and goals.
y Organizing the group, securing meeting space, resources and clearing organizationalboundaries.
y Working closely with the facilitator to create agendas, planning outcomes andensuring next steps are assigned.
y Assisting the facilitator with meetings; encouraging quiet members to speak up, andwhen necessary, shutting down those members who tend to dominate.
y Recognizing and celebrating accomplishments.y Communicating with others in the organization regarding the team's progress.
Here are four characteristics of essential leadership qualities, and some of the ways you canidentify if any of your staff members have these qualities.
y Good Interpersonal SkillsExcellent interpersonal communication skills are essential for a leader of any size team. If
you notice that an employee is able to communicate effectively on different levels and adjust
the conversation to the needs of the person they are communicating to, you have a potential
leader among your staff.
y Good Time Management Skills Leaders must be able to manage their own time and meet deadlines, especially those that
impact on other team members' tasks. Give your staff tasks and see who manages their own
time effectively to complete the tasks. These are good leaders in the making.
y Ability to Take the Initiati eLeaders must be able to respond quickly to solve problems and to take the initiative to
prevent problems proactively from occurring. Anyone who not only can work unsupervised
and still produce excellent work, but who will take the initiative to come up with a solution or
solve a problem is well worth nurturing.
y Ability to Work with Others in the TeamEvery leader has to work with a myriad of personalities and in a team environment. If you
have staff members who consistently produce their best work when collaborating with others,
you could have potential leaders. Good teamwork is a key leadership skill.
-
8/8/2019 Tra & Dev. TermPaper
6/23
6
Objecti e of the study
Major abjective of the study are as follows
To study the jab analysis part of the Team leader. To Identify the Training Need Part For the Team Leader To prepare the Training Programme For The team leader
Jab Analysis of Team Leader Job analysis include the job job description and job
analysis.
JOB DESCRIPTION
Job description is a written statement showing job title, tasks, duties and responsibilities
involved in a job. It also prescribes the working conditions, hazards, stress and relationship
with other jobs.
Thus, a job specification contains the following information:
1. Job title, code number, and department / division.
2. Job contents in terms of activities or tasks performed.
3. Job responsibilities towards effective performance of the job.
4. Working conditions specifying specific hazards/stress.
5. Social environment prevailing at the workplace.
6. Extent of supervision given and received.
7. Relationship with other jobs-vertical, horizontal, and diagonal.
Job Description of a Call Center Team Leader
The job description of a call center team leader touches upon all operational functions. Whilea call center provides a particular service for its callers from an array of possible options, the
core duties of team leaders remain quite similar. A call center team leader actively enforces
the operation's goals, policies and procedures, implements standards in the company's
training and development, supports agents, handles escalations, monitors the cue, and works
-
8/8/2019 Tra & Dev. TermPaper
7/23
7
in conjunction with administration.
Identification
A call center team leader acts as the chief agent, supervisory assistant, and administrative
liaison. Team leaders for call centers possess expertise of all agent-related duties. As a
resource for company knowledge and operating procedures of such a call center, a team
leader presides over agents, calls in queue, transactions, escalations, and quality of operation.
Other supportive responsibilities for the call center's team leader consist of monitoring,
coaching, and various forms of practical administration.
Significance
Operational guidance is the significant purpose of a call center team leader. As an agent
experiences a problematic call, the accessible and attentive team leader is capable to provide
support or offer advice upon any given situation. As an extension of a company's call center
administration, the team leader can participate as an agent during peak periods of incoming
call volume. Escalation calls are at a center's team leader's responsibility to assume and
resolve.
Function
Call queues receive, retain, and indicate the number of calls that await an answer from live
agents. Average speed of answer, and talk time, produce calls. Awareness of both queue and
call production prioritize the functions for a call center's team leader. As a queue level rises,
the team leader encourages all agents to be available for incoming calls. Once an entire team
is at service to calls, the leader will act as an agent.
Some example of job description in BPO are as follows
1 BLOM IT SERVICES PVT LTD
Job Description
-
8/8/2019 Tra & Dev. TermPaper
8/23
8
Fresher - BLOM IT SERVICES hiring Customer care executive for INTERNATIONAL
INBOUND BPO. Daily WALK-IN(Mon to Saturday) 9:30AM onwards @ SCF 80,3rd Floor,
Phase XI, Mohali. You can bring your friends along. FEMALES PREFERRED ONLY
Graduate / Undergraduate / Diploma Holders in any stream can apply B Tech., B.E., MCAs,
MBAs 6moths 2 yrs experience can apply with good communication skills Fresher can also
entertained but with good communication skills The candidate must be willing to work in
24x7 environments. Must possess strong customer service skills. Must have good
communication, comprehension and listening skills. Must have the ability to work under
pressure. Must have good typing speed.
Age limit - 18 28 years.
Responsibilities In this role, you will be responsible for dealing with a high volume of
incoming calls and outgoing calls, taking messages and booking appointments, Reference
checks, Data entry and other administration duties.
2 Golden Opportunities P t Ltd
job
Fresher - Should have hands on experience either in Taxation,Statutory reporting,Financial
Planning and analysis.
Should have good communication skills
Should be willing to relocate to chennai.
Should have finished CA or CA (inter)
Should Have Atleast one year of experience after finishing CA In ter.
CA freshers are also applicable.
3.Rajsoft Solutions P t Ltd
Job Description
Fresher - Required 50 Data Entry Operators
Good in typing,M/F Below 28,
Office at :
No:299 Burma Colony,
1st Street,Perungudi ch:96
-
8/8/2019 Tra & Dev. TermPaper
9/23
9
L/M : Near Life Line Hosp
Walk In 9.30 to 6.30 Pm
4. Religare Technologies Opening for Team Leader (Walk In)
Designation: Urgent opening for Insurance Team-Leader
Job Description:
Managing Team of Telemarketing Executives
Ensuring Productivity & Performance of the team
Monitoring Quality Scores
Coordination with other depts.
Training new hires
Experience in Team Handling & Supervision
Good insurance Knowledge
Experience in Voice based Insurance Process
5.Reliance BPO Pri ate Limited
Job Description
- Manage team of Customer Service Executives
- Manage call flow- Increase productivity
- Handle escalated calls
- Provide MIS to Manager Operations
- Schedule or roster of Customer service executives
- Motivate team
- Maintain call quality of team
- Ensure the team is adhering to the service level
- Implement various work process
- Interface with respective work center for resolution of complaints
JOB SPECIFICATION
Job specifications, also known as man or employee specifications, is prepareon the basis of job
-
8/8/2019 Tra & Dev. TermPaper
10/23
10
specification. It specifies the qualities required in a job incumbent for the effective performance of
the job.
Basic contents of a job specification are as follows:
1. Personal characteristics such as education, job experience, age, sex, and extra co-curricular
activities.
2. Physical characteristics such as height, weight, chest, vision, hearing, health, voice poise, and
hand and foot coordination, (for specific positions only).
3. Mental characteristics such as general intelligence, memory, judgment, foresight, ability to
concentrate, etc.
4. Social and psychological characteristics such as emotional ability, flexibility, manners, drive,
conversational ability, interpersonal ability, attitude, values, creativity etc.
Various contents of a job specification can be prescribed in three terms:
(1)essential qualities which a person must possess;(2) desirable qualities which a person may possess; and
(3) contra-indicators which are likely to become a handicap to successful job performance.
ESSENTIAL DUTIES AND RESPONSIBLITIES
y Feel comfortable working with people with disabilities.y Relate to staff members and workers in an ethical manner.y Ability to accurately prepare documents, production sheets and other reports and related
paperwork as required by each contracting customer.
y Maintain discipline, a safe working environment, and compliance of procedures related to jobspecifications. Keeps work area clean and orderly.
y Ability to recognize the need for work adaptations such as job set up, jigs and fixtures tomeet the needs of each specific contract and to refer such to their individual supervisor.
y As a Team Leader possess the ability to motivate workers within the team to perform to thebest of their abilities. Assigns individuals to specific job tasks.
y Capable of perceiving problems as they develop and communicating such to their individual
-
8/8/2019 Tra & Dev. TermPaper
11/23
11
supervisor.
y Responsible for all workers assigned to his/her specific work area.y Coordinate the work activities of those workers with disabilities in order to allow them to
achieve proper training and improve their vocational skills for gainful employment through
productive work.
y Assign individuals to specific job tasks.y Demonstrate job duties to workers and observe the performance of workers in the production
team to ensure compliance with procedures and safety regulations.
y As a Team Leader encourages all members of the production team to stay on task and remainat their workstation.
y Responsible for monitoring the quality standards of the contracts performed in their workarea.
y Set up jobs as directed in accordance with the time study, assuring that deviation from suchdoes not occur.
y Keep workers supplied with work and supplies necessary to complete work tasks.y Use designated area for storage of materials and completed contract work.
Training Needs Analysis (TNA)
Training Needs Analysis is a structured approach to the identification of training needs and the most
training & cost effective methods of delivering that training. A TNA can take many forms from a
simple checklist of required capabilities, to a comprehensive analysis using formal government
methods
Key Benefits of TNAy Procurement of training solutions is expensive - you need to be confident that you are buying
the right solution for your needs
y TNA processes ensure that the training solution is right for the people who will be trained,considering their background, experience, age and learning style
-
8/8/2019 Tra & Dev. TermPaper
12/23
12
y TNA will rigorously identify all the operational tasks that people need to do, the performanceexpectations for those tasks and the underlying knowledge, skills and attitudes required to
achieve those expectations
y Fully justified and auditable decision stages that lead to a selection of a costed trainingproposal
Objecti es of Training Needs Analysis
Before any form of training need analysis takes place it is essential to establish its objectives.
Is it being conducted as part of an annual review or appraisal process, to help a manager
determine which courses to send his or her staff on? This tends to be a very general, or high-
level approach to identifying learning needs, and is largely subjective. The outcome is a
training programme which often involves taking off-the-shelf training, delivered internally or
externally, and perhaps some mentoring or one-to-one training.
Alternatively, the training analysis forms part of a specific project, such as the
implementation of a new computer system. The analysis is more detailed, involves multiple
steps, and is more objective. The outcome is information about the skills gaps of a particular
group of people, which is then used to develop a customized training program that fills those
gaps.
Identifying Training Needs
The correlation between attribute assessment and actual performance of the person is a
question mark. This is visible in the large amount of heartburn among employees after the
appraisal process is over.Thus ,attribute assessment puts us on the wrong track from the word
-
8/8/2019 Tra & Dev. TermPaper
13/23
13
"Go". The subsequent training needs identified , even if we follow the process vigorously ,
would be incorrect.
The need for training and development is determined by the employees performance
deficiency, computed as follows:
Thus , itis no surprise that when an organi ation is in trouble, the training budgetis the first
one to get eliminated . Training does not seem to be fulfilling any significant purpose. Faulty
training needs identification is atthe core ofthis problem.
Needs Assessment Methods:
Several assessment methods for are available for assessing training needs. Some are useful
for organi ationallevel needs assessment and others forindividual needs assessment.
Training and Development need = Standard performance Actual performance.
-
8/8/2019 Tra & Dev. TermPaper
14/23
14
Training & de elopment Programme for Team Leader
Aim Of the training programme for Team Leader
This course will create practical awareness of the tools available for people managers in
today's rapidly moving and performance driven call centre environment. Delegates will
develop the skills required to confidently implement and utilise measurement systems. They
will understand the benefits of coaching to improve performance.
Objecti es of the Training programme
By the end of this course, delegates will be able to:
y Develop leadership skills in a call centre environmenty Enhance processes and performance
NEEDS ASSESSMENT METHODS
Group analysis
Organizational goals andobjectives
Personnel/skills inventories Organizational climate indices Efficiency indices Exit interviews MBO or work planning systems Quality circles Customer survey/satisfaction
Individual analysis
Performance Appraisal Work sampling Interviews Questionnaires Attitude survey Training progress Rating scales
-
8/8/2019 Tra & Dev. TermPaper
15/23
15
y How to handle difficult and stressful situations and not be affectedy Demonstrate how to performance manage their teamy Demonstrate how to apply coaching to improve resultsy Apply effective measurement practices / systems
Training Programme For Team Leader
Trainer
Leadership Training Programme
Service/Product Training
C.R.M/E.R.P
Clarity/shutdown
Trainer first step in the training programme is to defined or assign the person who provide
the training to the leader. Trainee must be experienced. So that he cam provide all the
information to the leader.
Leadership training Programme The most imp. Part of the training programme is that to
provide a leadership training to the leader if they are lacking in the leadership skills
Ser ice/ Product training- It is imp. For the leader that he has full knowledge of the service
i.e provide to the customer if he have full knowledge about the service then he is able to solve
the problem of team member and customer . so service knowledge is important for the leader.
C.R.M(customer relationship management) -In every org. It is used if leader is not full
knowledge about the C.R.M then provide the knowledge regarding the C.R.M.
-
8/8/2019 Tra & Dev. TermPaper
16/23
16
Training Pro ide to the Team leader on arious Skills which are as follows
Value Focused, Consultati e Sales Techniques and Skills Training
Today's environment requires a business minded, innovation approach to selling; whether
maintaining a customer relationship or focusing on attracting new customers to expand
marketshare. Our courses focus on:
y Addressing the competitive nature of most selling environments, there is always athird party in a meeting with a prospect: the incumbent.
y Ability to differentiate your product or service in such a manner that the "pain" is ofsignificant level that they will make a change.
y Knowing that some form or level of sales negotiation is always present and reflect thecharacteristics of a customer relationship focused sales negotiation
y Expectations of innovation, value based solution from supplier sales people thatfocuses on what customers perceive as value.
Communication Skills Training
Years of employee surveys continue to show that communication skills, or lack of
interpersonal communication skills, up and down the organization are a source of
dissatisfaction and low morale. Improving these interpersonal communication skills have
shown improvement in organization performance. Conclusion: speaking with respect,
listening, handling conflict and being heard in meetings has a positive impact on the
business. Click on the drop-down menu to see how we can enhance interpersonal
effectiveness with workshops and coaching.
Leadership Skills Training
With today's global challenges, leadership skills have taken on a new meaning. We focus on
business leadership skills that truly establish one as a leader through:
1. Effective communications skills of listening and questioning2. Knowing when to be a follower
-
8/8/2019 Tra & Dev. TermPaper
17/23
17
3. Facilitating a Win-Win solution with interpersonal negotiation skills4. Emotional intelligence5. Business acumen6. Trust and integrity7. Empowerment
Plant Floor Leader Skills Training
The plant / shop floor leader's job is one of the hardest to master. And one with usually the
least amount of skills training. Positioned between the demands of upper management and
workers (in some cases organized) the plant or shop team leader must juggle the various
priorities. Our team leader skills training courses provide the tools to:
1. Create the environment where someone takes action2. Establish goals, responsibilities and performance expectations3. Be emotionally intelligent to identify, predict and use emotions4. Praise and treat people well to defuse union organizing thrusts5. Interpersonal negotiation skills to persuade and influence other departments6. Effective coaching skills7. Counseling skills when expectations are not met8. Conflict resolution9. Conducting effective team meetings10.Interviewing skillsWe also offer targeted, one-on-one coaching for plant floor team leaders that can be a cost
effective way to learn how to use all the tools
Problem Sol ing, Error Pre ention Skills
The current focus is for corporations to reduce management levels and create a lean
organization where there are fewer people making the decisions. In this environment it makes
sense to give employees tools and techniques that will help them be as efficient and effective
as possible. We would like to believe that employees have critical thinking skills that allow
them to make good decisions, solve problems, and think preventively. Instead, most people
use personal preference, "gut instinct," and hearsay to replace critical thinking. Training in
-
8/8/2019 Tra & Dev. TermPaper
18/23
18
critical thinking skills gives employees tools to improve personal productivity, processes to
support the improvement of teamwork, and accurate, effective outcomes when looking for
root cause, making decisions, or preventing future problems
The Training Programme Process For the Team Leader
(1)ORGANIZATIONAL OBJECTIVES AND STRATEGIES:
The first step in the training process in an organization is the assessment of its objectives and
strategies. What business are we in? At what level of quality do we wish to provide this
product or service? Where do we want to be in the future? It is only after answering these and
other related questions that the organization must assess the strengths and weaknesses of its
human resources.
(2) ASSESSMENT OF TRAINING NEEDS:
Organizational Objectives and
Strategies
Assessment of Training Needs
Establishment of Training
Goals
Devising Training Programme
Implementation of Training
programme
Evaluation of Results
-
8/8/2019 Tra & Dev. TermPaper
19/23
-
8/8/2019 Tra & Dev. TermPaper
20/23
20
On the Job Method (OJT):Majority of training is on the job training type so that the team leader got the practical
knowledge that how to face the particular problem. OJT method is mainly adopted while
orienting new employees, introducing innovations in products & services and in special
skills training. OJT is conducted at the work site and in the context of the job. Often, it is
informal, as when an experienced worker shows a trainee how to perform the job tasks.
In the OJT training programme for Team Leader include Coaching, orientation training,
job Rotation
OJT is mainly for the new employee for the existing employee or team leader off the job
training method is more popular.
Off the Job Training Method:Off-the-job training is mainly adopted for, introducing innovations in products and
services, special skills training, safety education, creative, technical & professional
education and sales, administrative, supervisory and managerial education. The
advantages and disadvantages of some of the important techniques of off-the-job methods
are listed below:
a) Lectures:
Lecture is a verbal presentation of information by an instructor to a large audience. This
method can be made effective when combined with other means of training.
b) Audio Visuals:
On-the-Job Method Off-the-Job Method
Orientation Training
Job-Instruction TrainingSimulation Lecture
Films & TelevisionCase Study
Vestibule
-
8/8/2019 Tra & Dev. TermPaper
21/23
21
These include television slides, overheads, video-types, films and LCD Projectors to
provide the training to the leader
c) Programmed Instruction (PI):
Training is offered without the intervention of the trainer. Information is provided to the
trainee in blocks, either in a book form or through a teaching machine. PI involves:
1. Presenting questions, facts, or problems to the learner.2. Allowing the person to respond.3. Providing feedback on the accuracy of his or her answers.4. If the answers are correct, the learner proceeds to the next block.
d) Simulations:
A simulator is any kind of equipment or technique that duplicates as nearly as possible
the actual conditions encountered on the job. It is an attempt to create a realistic decision
making environment for the trainee. The advantage of simulation is the opportunity to
create an environment similar to real situations the managers incur, but without the high
costs involved should the actions prove undesirable.
The other techniques of training are:
Leadership games: exercises to teach different styles of leadership. Skill Games: Tests to develop analytical skills. Communication Games: exercises to build bias free listening and talking. Strategic Planners: Games to test ability to plan ahead. Team building games: Exercises requiring collaborative efforts. Lateral Thinking: thinking randomly to come up with new ideas. Cross cultural training: Programmes to teach specifics of varied cultures.
(5)IMPLEMENTATION OF THE PROGRAMME:
a) Deciding the location and organizing training and other facilitiesb) Scheduling the training programmec) Conducting the programmed) Monitoring the progress of trainees
-
8/8/2019 Tra & Dev. TermPaper
22/23
22
(6)EVALUATION OF THE PROGRAMME:
The last stage in the training and development process is the evaluation of results. Since huge
sums of money are spent in training and development, how far the programme has been
successful must be judged or determined. Evaluation helps determine the results of the
training and development programme. In practice, however, organizations either overlook or
lack facilities for evaluation.
Principles of E aluation:
Evaluation of the training programme must be based on the following programmes:
a) Evaluation specialists must be clear about the goals and purpose of evaluationb) Evaluation must be continuousc) Evaluation must be specificd) Evaluation must provide the means and focus for trainers to be able to appraise
themselves, their practices, and their products.
four basic categories of outcome can be measured.
a) Reaction: evaluate the trainees reaction to the programme. Did he like the programme?Did he think it worthwhile?
b) Learning: did the trainee learn the principles, skills and the fact that the supervisor or thetrainee wanted him to learn?
c) Behavior: Whether the trainees behavior on the job changed because of the trainingprogramme?
d) Results: what final results have been achieved? Did he learn how to work on machine?Did scrappage costs decrease? Was turnover reduced? Are productions quotas have been
met?
-
8/8/2019 Tra & Dev. TermPaper
23/23
23
Reference
http://www.salestrainingintl.com/call-centre-team-leader-training
http://www.siyandza.co.za/call-centre-leader-training.php
http://www.callcentres.net/CALLCENTRES/LIVE/me.get?site.sectionshow&CALL296
http://www.callcentres.net/CALLCENTRES/LIVE/me.get?site.sectionshow&CALL296
http://www.bpojobsearch.com/19094-Fresher_Team_Leader_Executive_jobs.html
http://www.2dayjobs.com/jobs/question.php?ID=2488
http://www.ehow.com/about_6616599_job -call-center-team-leader.html
http://www.ehow.com/about_6100482_team-leader-job-description.html
http://www.indianjobtalks.com/forum/showthread.php?t=3050
http://www.innovativetraining4u.com/trgneeds.html
http://www.bpojobsearch.com/19241-Fresher_Team_Leader_Executive_jobs.html
http://www.mbarronconsulting.com/training-needs-analysis.htm
http://www.everesttraining.com/