Brief Proposal of Research--5 - Leadership Styles at Sprint...

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Leadership Styles at Sprint and it’s effected on Job Satisfaction and Performance Your Name MGMT 591: Leadership and Organizational Behavior 8/9/15
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Leadership Styles and Job Satisfaction The company chosen for the topic of discussion is Sprint Corporation, located in Kanas City, Kanas. Sprint is the third largest cell phone company in the U. S. A. Sprint offers prepaid and postpaid cell phone service, mobile broad band service. Sprint currently has 19 call centers in the United States. Sprint also has a few call centers outsourced in the Philippines. Sometimes problems with billing, sale interaction or customer service experience will arise causing a customer to become frustrated with the concern. This when the customer wants to escalate, threaten to contact Corporate or write the CEO the company. Then the customer concerns are direct to the Executive Response Team. This department is the focus of my discussion. The Office of the CEO currently handles escalations that are sent via or cases sent by other departments. An agent can handle anywhere from 20 to 30 case in an 8 hour day depending on the volume. However the actual amount of cases being work is 5 to 15 cases in an 8 hour day. Some agents will hold on to a case, pull easy cases to work, or escalate customer concerns to the subject matter expert because they no longer want to deal with the customer. No matter how many times the supervisor mentions the agent has been on one case too long excuses are made as to why their still on the same case. In my department we are pretty much self-management, however most of the agent have a problem with managing time. Another issue in our department is when engagement is need, sometimes the on the supervisor on duty will push our concern to the other supervisor. We can began engagement with her and she in turns will say go ask the other supervisor to see how she wants it to be addressed. There are two supervisors in department each has their own teams however they are each other’s support. When changes are made or new project arise, the details are not provide in a manner that is easily understood. Since the department has been downsize
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from 30 agents to 15 the team feels the job duties are too much for 15 people. Even when the team had 30 agents, individuals would still hold on the one case for hours and only complete 5 to 15 cases. What I found in working in this department the supervisor will address you concerns but if she doesn’t know the answer or away to help she will quick ignore your question or say go to the other supervisor. Now after you spent time explain the concern to one supervisor and she will advised see what the other supervisor thinks. My project will discuss the leadership style of the supervisor, and the agents since our job duties are pretty much selfie. The other concerns to be discussed are job satisfaction and performance.
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