Employee Development

Communication

Integrity

Employee Empowerment

Knowledge

Authenticity

Comment

Joyce is an incredibly talented and hardworking individual who has been promoted into a leadership position to which she has not yet received the appropriate training to manage. To compensate for this, Joyce micromanages her team and often blames individual staff for anything that goes wrong-instead of addressing root causes. To improve - Joyce would benefit from stepping back from the “dictatorial” style and adopt a collaborative approach with her team. She would listen to their current experiences and feedback, and work with them to develop processes and solutions to address common problems. By setting clear standards ahead of time with overall agreement from the team, it will be easy to hold everyone accountable. By making changes and holding people accountable without warning- engagement is driven down. The current challenges facing this department need a much more experienced leader with stronger process development and contact center skills. While Joyce has great vision, she lacks the Operations and leadership experience needed.