Hello,

I just recently joined this forum and I am hoping to receive some help. I have been a manager of a customer service department for 2 years. I had no prior management experience and I was basically thrown into it (sink or swim). While I appreciate my responsibility, I am not quite sure if I am doing what I need to be doing on a daily basis.

I have read many books and listened to management training materials since taking the position, but most of them deal with general management concepts for motivating employees, performance reviews, reprimands, etc. which I have accomplished.

I am highly interested in any information other managers would be willing to share in regards to the specifics of how you spend your day. For example, how do you spend the first couple of hours when you get to work? Whare are the inconsistencies that can throw your whole day off? or are there any?

Things like that. Your input is greatly appreciated!

Thanks!

Oh, a couple more questions:

How much of your day is spent doing routine (daily) tasks and how much is spent doing project oriented tasks?

I realize this will vary depending on factors such as the size of your department, budget, industry, etc. but I am hoping to gain some perspective.

Thanks!

Dino, I am going to go out on a limb and interpret that you are looking for more to do. Correct me where I am wrong.

It sounds like you are looking for a clear direction. You ask what people should be doing with their first 2 hours of the day. You also ask if others spend their time with day-to-day vs "project -oriented" work. I am speculating that this is a situation in which you are questioning your worth as far as how others perceive you.

Is there a lot of catch-up every day where you work? Does everyone have to hit the ground running as soon as they get in? Does that make you have to run? Do you know of any places in the process that can make life easier? Does it feel interesting to know that you can change certain things?

You've been in your spot for 2 years. What changes have you seen in how you work and how people see you in that time?

I guess you raise more questions than answers with your post.

I will try to answer, though:

I spend my first two hours where I am needed most, and I understand where that is by my calendar and emails or calls that I receive from internal people in my company or by what I think I should be doing (sometimes that is at the top). But if I have something else on the go and someone needs me, I might be able to give someone in my team an opportunity to deliver on it, and that might be a special occasion for that person, who was looking for something to do that they can call their own.

But that really doesn't have to be only the first two hours.

What else can you say about what you do? There is peer feedback on the way, if you can speak to some of the things I said, I would think.

Hi

I have been doing this type of role for 4 years now (2 different companies) and one thing I have learnt (it is pretty basic) is spend as much time as possible with your team.

I have made the mistake in the past of trying to do too much project work, fix processes etc, but if you dont spend enough time talking to your team then they think you dont care or understand the issues. Therefore I would recommend spending time on your feet walking around, asking how people are, how you can help etc.

I think Naddy hit it right when she said spend time with your team. You'll start your day right if you take time first thing in the morning to connect with your team. One on one for a few minutes each if possible.

I think that should be your top priority each day. Your employees are people first and workers second, so treat them that way. It's also up to you to let them know that what they do matters. There's nothing like the boss taking a few minutes to stop by to do that. It will open up communication (you'll learn about problems and issues) and create respect as you try to understand and help in their world.

Besides gaining your teams respect, by spending time with them,it will give them the confidence to discuss their and the customers problems and ways to resolve them.

Spending time with them will also help you know what their training needs are.
Besides this you need to review all your processes periodically.