You are to complete the following Assessment Project (Part 1 – Part 3) on managing personal work priorities and professional development. Your answers will form part of the evidence gathered for this unit. You must complete and submit this project to your trainer for assessment via your student portal by the due date provided by your trainer. Management Assignment Help
Project Overview:
To be assessed for competency, you must demonstrate your ability to:
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Establish personal work goals
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Set and meet own work priorities
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Develop and maintain professional competence
Case study:
In this part of the assessment, you are the Human Resource Manager (HRM) at ‘Bayside Call Centre’ located in St Kilda. There are a total of nearly 50 employees working a 24/7 shift. They are from all different backgrounds (see the Business Overview in the Bayside Call Centre Portfolio).
As the Human Resource Manager (HRM) you have many tasks including looking after staff leave entitlements, sick leave, recruitment and induction of new employees under the Equal Employment Opportunity Act. Also, implementing the Bayside Call Centre diversity and discrimination policy in accordance with government legislation, monitoring staff with a disability, assisting staff with complex family situations, overseeing work health and safety issues including being a work Health and Safety Representative (HSR).
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You also look at inappropriate conduct by staff members and complete incident reports as required. With the CEO, you determine if termination of staff is required including reviewing appeals from staff. Finally, you are responsible for organising staff training and development and overseeing staff performance appraisals from the other managers.
You work alone, so it is a very busy position within the Bayside Call Centre management team (see the organisational chart in the Bayside Call Centre Portfolio). Management Assignment Help
You need to complete the following tasks:
Part 1
Task A
Describe your current situation:
I am the Human Resource Manager (HRM) at ‘Bayside Call Centre’ located in St Kilda. There are a total of nearly 50 employees working a 24/7 shift. They are from all different backgrounds (see the Business Overview in the Bayside Call Centre Portfolio).
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Outline the organisation’s plans, policies, and procedures.
(Refer to the Bayside Call Centre Business Overview and the Communications policy)
Originally Bayside call Centre is an incoming call centre that collects donations on behalf of a charity. Due to the increase in online capacity and the number of charities competing for donations, the call centre is not as successful as other forms of donation. It becomes an incoming call centre providing search results.
Staff management in which diversity is valued, the director of human resources recently set up a formal evaluation system. The call centre staff is divided into 2 teams according to the client’s needs but wishes to set up a cross training of the staff because in the event of illness or leave the staff cannot be removed from other less busy areas.
The organization has shown a constant increase in productivity and the new manager structure for each area of ??the company. A short- and long-term plan in place to ensure the growth of the business:
– Short term
• Maintain our two customers by providing their customers with professional customer service
• Review staff structure to ensure continued sustainability
• Examine work practices to ensure that sustainable practices are in place Management Assignment Help
• Investigated the possibility of adding “outgoing calls” as a service provided by Bayside Call Centre
• Win new customers to develop the business
• Develop guidelines, policies and procedures
– Long term
Our long-term goals are:
• Participate in the continuous improvement of the quality of service delivery
• Establish Bayside Call Centre as a leader in inbound call centre activities
• Establish the Bayside call centre as the employer of choice in our industry
• Continue to offer quality activities at the call centre Management Assignment Help
