This paper presents a staffing proposal for a new five-person customer service team at Telenex's Tacoma, WA call center, created to absorb business customer volume following the closure of the Phoenix, AZ office. The proposal covers job descriptions and qualifications for four customer service representatives and one team supervisor, an employee training and career development program, a reformed performance appraisal system featuring 360-degree feedback, a three-step progressive discipline policy, a competitive compensation and benefits package, and strategic objectives linking team performance to broader organizational goals.
Telenex's call center in Tacoma, WA is taking over all business customer service for the company following the closure of the Phoenix, AZ office and the realignment of other call centers into either business or consumer-based customer service units. The anticipated increase in call volume will require an additional team to cover west coast customers from 8 a.m. to 5 p.m. PST. This proposal addresses the need to create five new positions: four customer service representatives and one team supervisor. It is anticipated that the supervisor position will be filled through an internal hire, while the remaining four positions will be filled through outside hiring.
The Customer Service Representative will speak with customers by telephone while simultaneously entering and retrieving information regarding their wireless service with Telenex. Representatives will answer customer questions, perform basic troubleshooting of wireless devices, make account adjustments, and provide exceptional customer service.
Candidates must be at least 18 years of age and hold a high school diploma or GED equivalent. Previous customer service experience in a call center is desirable; an associate's degree may be substituted for experience. The candidate must communicate effectively, apply critical thinking skills, and be proficient with Microsoft Word and Excel. This position requires the ability to work in a fast-paced environment with frequent interruptions and to sit at a desk for up to eight hours per day. Availability to work nights, weekends, and overtime is required.
The base pay is $11.00 per hour with the opportunity to earn performance-based Spiffs. Customer service representatives become eligible for benefits 90 days from the date of hire. Benefits include health and dental insurance, a 401(k) with matching contributions, employee discounts on products and services, discounts with local fitness clubs, and an employee stock options plan.
The supervisor/team lead is responsible for supporting and managing a customer service team to meet the needs of Telenex's business customers and for achieving team and departmental quality goals. Candidates must be proficient with PeopleSoft CSM, MS Office (including Word, Excel, and Outlook), and must be able to handle a multi-line phone system. Supervisors will be responsible for training, coaching, employee development, scheduling, and handling escalated supervisor calls from customers. Monthly departmental meetings and weekly team meetings are required, during which metrics and performance goals will be discussed. This position requires the ability to work in a fast-paced environment with frequent interruptions and to sit at a desk for up to eight hours per day. Availability to work nights, weekends, and overtime is required.
The candidate should hold a bachelor's degree from an accredited institution and have three years of customer service experience, including at least one year at the supervisory level. Candidates must be able to organize work effectively, perform statistical calculations, apply problem-solving skills, communicate clearly, and deliver constructive performance feedback to team members.
Base pay is negotiable depending on experience, but the position carries at minimum a pay band 3 classification with annual bonus potential. Standard company benefits apply, with additional opportunities for employee stock options.
Telenex aims to attract and retain top talent in the Tacoma area by implementing best practices in its training programs. In addition to new employee orientation and an eight-week customer service training program, ongoing employee development is an essential tool for retention, succession planning, and workforce planning.
Internal career development programs may include any of the following: individual career counseling in which employees explore their values, skills, and interests; the creation of individual development plans; ongoing training in areas such as communication, computer software, management and supervision, and technical skills; cross-training programs that inform employees about all aspects of the organization; annual performance appraisals; a career information library; coaching and mentoring programs; and succession planning programs (Prochaska, 2002). Managers and supervisors will receive training on creating career development plans for their departments and teams, enabling them to implement effective strategies for building and maintaining a high-performing workforce.
The employee development program is essential to the organization and will have a measurable impact on workforce performance. Supervisors will receive training and ongoing support to implement these programs. Once the value of the training programs is demonstrated to management, widespread implementation and adoption across business units is expected.
"360-degree feedback and team performance evaluation"
"Three-step discipline policy and pay structure"
"Linking team goals to organizational strategy"
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