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Архитектура Аудит Военная наука Иностранные языки Медицина Металлургия Метрология Образование Политология Производство Психология Стандартизация Технологии |
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Архитектура Аудит Военная наука Иностранные языки Медицина Металлургия Метрология Образование Политология Производство Психология Стандартизация Технологии |
Какой совет вы можете дать читателям THE WALL , среди которых есть начинающие специалисты?
Лучший сотрудник, в особенности, руководитель – это человек, который не боится брать на себя много ответственности. Если ты приходишь к начальнику, то надо быть готовым к отстаиванию своего мнения, ведь именно эта область входит в твою компетенцию, значит, ты в ней разбираешься. Руководитель не должен говорить, что тебе нужно делать, всё как раз наоборот: ты приходишь с идеей и говоришь, сколько денег и ресурсов нужно для её воплощения. Учитесь делать всё сами: читайте, ходите на конференции, смотрите аналитику, развивайтесь.
Положительные отзывы от клиентов – запись звонка, сайт по расписанию
1 Optimize the time of processing and transferring Be familiar with shortcut keys for easier and quicker navigating and using computer software programs. Learn how to use special functions to find information and people more quickly on the Home Page. 2. Cultivate pronunciation and intonation capability Practice yoga and meditation twice a week (minimum) for harmonization of breath, mind and body. So the aggressive caller can’t made me lose my temper. Attend a chorus lesson to enhance the ability control the voice: speed, volume. Practice tongue twisters to improve their pronunciation and articulation 3 Create a good team atmosphere in the call-centre Participate in Academy of Business stress-management training programBe able to manage and resolve interpersonal and workplace conflicts in a positive way without need for any over-the-shoulder interference with management. Be ready to back up and support colleagues Create a work schedule that accommodates the interests of call-operators. Send it for approval in due time. Keep work up to schedule. Keep work up to schedule 4 4. Be a helpful and an apparent member of team Expand the horizons through interactions with people from various departments. Help colleagues from other departments during their rush period. Be a visible and an apparent member of the team participating in quizzes, polls and competitions among employees (foto contests and etc.) (foto contests and etc.) 5/ 5. Improve my English by studding in English Global Familiarize myself with new sections: “Email templates” (complaints, congratulations, invitations, meetings, compliments, requests, orders, effective e-mails) and “Common writing problems”. Do all exercises in those sections. 6. Assisting the Head of Marketing Department Mail Delivery Assistant Assist in preparation of conferences and meetings Serve as an information resource for conference guests Treat all conference guests’ in a respectful and helpful manner. Serve as a referral/resource person to conference participants. 7 7. Learn touch typing Much higher speed of data entry 8 8. Create call-center team site with SharePoint platform
1 Optimize the time of processing and transferring The document Offices Specifics had been modified throughout the year in appropriate time. It helped operators find information and people more quickly. 2. Cultivate pronunciation and intonation capability The notable argument of achieving this goal is the fact of the call when the person said to me that my tender and calm voice was a gift in his nervous environment (there is the record of this call). I practice yoga and meditation twice a week (minimum) for harmonization of breath, mind and body. Therefore, the aggressive caller cannot made me lose my temper. Attend a chorus lesson to enhance the ability control the voice: speed, volume. 3 Create a good team atmosphere in the call-centre and be a helpful and an apparent member of EY team In spite of staff turnover and getting newcomers, the atmosphere in the call-center team stays friendly. We are able to manage and resolve interpersonal and workplace conflicts in a positive way without need for any over-the-shoulder interference with management. We are ready to back up and support colleagues. We create a work schedule that accommodates the interests of call-operators and the responsible person sends it for approval in due time. 5. Improve my English by studding in English Global As for improving my English BBC education podcasts grabbed my attention. Site English Global went to the wayside. 6. Create call-center team site with SharePoint platform The idea of the call-center site comes to me after the intercorporate EY training " Connect, Team and Share" that was led by Natalia Kitaygorodskaya. There was the information that all leading teams worldwide use easy and practical instrument for scheduling when all members of the team get the information about shifts and vocations on site. Natalia send me all information about steps to create the site. I’ve researched the examples of calendar for team sites from Canada to Brasil presented on Share point platform and it helped me with all my questions. The Saint-Petersburg call-center team site was created
1 Optimize the time of processing and transferring The document Offices Specifics had been modified throughout the year in appropriate time. It helped operators find information and people more quickly. 2. Cultivate pronunciation and intonation capability The notable argument of achieving this goal is the fact of the call when the person said to me that my tender and calm voice was a gift in his nervous environment (there is the record of this call). I practice yoga and meditation twice a week (minimum) for harmonization of breath, mind and body. Therefore, the aggressive caller cannot made me lose my temper. Attend a chorus lesson to enhance the ability control the voice: speed, volume. 3 Create a good team atmosphere in the call-centre and be a helpful and an apparent member of EY team In spite of staff turnover and getting newcomers, the atmosphere in the call-center team stays friendly. We are able to manage and resolve interpersonal and workplace conflicts in a positive way without need for any over-the-shoulder interference with management. We are ready to back up and support colleagues. We create a work schedule that accommodates the interests of call-operators and the responsible person sends it for approval in due time. 5. Improve my English by studding in English Global As for improving my English BBC education podcasts grabbed my attention. Site English Global went to the wayside. 6. Create call-center team site with SharePoint platform
1. Optimize the time of processing and transferring Be familiar with shortcut keys for easier and quicker navigating and using computer software programs. Learn how to use special functions to find information and people more quickly on the EY Home Page. Use EY and external sources to find relevant information efficiently Present data and information clearly and accurately
2. Cultivate pronunciation and intonation capability Practice yoga and meditation twice a week (minimum) for harmonization of breath, mind and body. So the aggressive caller can't made me lose my temper. Attend a chorus lesson to enhance the ability control the voice: speed, volume. Practice tongue twisters to improve their pronunciation and articulation.
3 Create a good team atmosphere in the call-centre Participate in EY Academy of Business stress-management training program Be able to manage and resolve interpersonal and workplace conflicts in a positive way without need for any over-the-shoulder interference with management. Be ready to back up and support colleagues Create a work schedule that accommodates the interests of call-operators. Send it for approval in due time. Keep work up to schedule Develop an understanding of our department structure, team goals, and personal role Look for ways to improve the way I support my team Clarify issues affecting colleagues through careful questioning and listening Demonstrate respect for differences in individual style and backgrounds and encourage colleagues to do the same
4 Be an apparent and a helpful member of EY team Expand the horizons through interactions with people from various departments. Help colleagues from other departments during their rush period. Be a visible and an apparent member of the team participating in quizzes, polls and competitions among EY employees (foto contests and etc.) Develop positive relationships with peers, supervisors, and mentors/counselors who can provide advice and support Develop rapport with other EY teams by demonstrating and understanding of their needs. Demonstrate a positive attitude by contributing energy and ideas to new priorities as they emerge while maintaining focus on regular responsibilities.
Collaborate constructively with colleagues, building strong working relationships based on honest communication and mutual accountability
В overall написала, что узнаю парнеров по голосу и обращаюсь по имени отчеству, что закончила 5 уровней английсккго Ушла лишняя торопливость в голосе As the result of working on the voice people from incoming calls accept me for autoresponder – the voice became exta-professional and the aim is to add smiling.
5 Personal achievements - An assessor in Baltic-Trans. I’ve carried out an assessment of the of the employees during annual assessment company. (recommendation letter) - I’ve completed the educational course “Project management” - create the project “Inside the profession”. Now it is under consideration in the city administration. - Winner of vocal competition in Admiralteysky district - Theatrical performance (theatre-studio of forum-theatre). The play was staged according to the story of my family. Theatrical performance was a great success – the audience asked to replay again, because they want to come with friends and relatives. - Complete the public speaking skills course at ITMO university - Participation in “Total dictant” – the language activity among 87 country - Complete the course of psychological aid and become the everyday volunteer of Center of psychological aid for children online. - No complaints from clients or employees
Отзывы о коллегах: Мой первый отзыв Natalia's strong sides are managing and resolving interpersonal and workplace conflicts in a positive way. Her attitude makes it possible to resolve the issues diplomatically, inspiring and motivating team members to high performance. Natalia launched a cross training on-the-job initiative. So all members of call-centre team have got new experiences and skills. It would be fruitful to include team member training for call-centre workers in the year-plan of activities. Natalia's strong sides are managing and resolving interpersonal and workplace conflicts in a positive way. Her attitude makes it possible to resolve the issues diplomatically, inspiring and motivating team members to high performance. Dmitry provides a working environment to achieve personal and professional goals. He demonstrates proactive thinking and behavior. He is very responsible, sympathetic and charitable person.
Мой второй отзыв Natalia Tolstaya tries to do her best performing the role of Head of St. Petersburg Call Centre EY. Natalia builds a better working atmosphere. She created clear workflow processes for supporting the database, monitoring and updating all changes concerning Call-Center issues timely. Natalia does everything possible to hire the right employee. As a result there is no staff turnover. And the most of employees keep in touch even after leaving work in call-centre and there is a growing sense of community. It shows that teambuilding is a meaningful element of Natalia’s way of work. She discusses the future perspectives of promotion with the most prompting individuals who are interested to continue work in EY with career growth. She also constantly holds a hand on pulse of the office life and does all her best to improve working environment. It is also worth mentioning that Natasha is a very warm-hearted and sympathetic person concerning non-working relations. If she knows about tough period in your life she always has supportive words and advice and tries to help with real deeds. Once I had no enough money money to pay for veterinary treatment dog and Natalia offered to borrow that sum. Also I remember another example when I had to stay extra hours to complete my work and had no opportunity to go to opera. Natalia kindly offered to help me to find people in the office who might have been interested in opera ticket for that evening concert. She is a very open-minded person and always glad to communicate on any issue.
От Юли Четверухиной I have been working for almost for 2 years. And my first time was really hard because a lot of work was unknown for me and the speed of preforming demanded from specialist (me) was pretty high. Although I got some knowledge about my duties it was really hard to solve some professional questions without assistance of professional specialist. It was hard to announce that I really needed help in work and do not have time to deal with all the workload.Natalia saw how stressed I was and she really helped me. She asked me to create list with problems in work, so we could discuss them and find decisions. Based on my list she created contact list with professional areas and specialist who can help me with some questions in work (this list stills works and helps not only me but also to colleagues who need advice on specific issues). About Julia She is a stickler for punctuality. She arrives in time and she never run behind schedule.
I would like to express my particular appreciation for the continuous support I have received from my managers and teams. Since I joined EY, I have had the great pleasure of carrying out missions that allowed our clients to improve their efficiency and demonstrated EY's capacity to provide innovative solutions in a very short timeframe.” Values demonstrate integrity, respect and teaming; have energy, enthusiasm and the courage to lead; and who build relationships based on doing the right thing. I consider that I’ve reached the various targets I set for myself in the Goal plan. I am capable of performing the required duties. During this year I have been developing my communication and planning skills. Also I think that I’ve not yet achieved the brilliant telephone communication skills and I should control the voice speed. I'm looking forward to improve my performance. I had a pause in studying English cause of technical problems. I sent it to the Support Global Technical Support team for in-depth analysis and it took a lot of time to resolve. Now I’m ready to continue studying. Year ago I decided to participate in chorus twice a week. Practicing breathing exercises and singing helps me a lot in my attempts to becoming a writer/poet and in taming my voice. I have some progress in reducing situations of extremely fast speech. By the moment we have had very friendly atmosphere in the call –center caring about the interests of each operator in daily scheduling. 4. Be familiar with job responsibilities in the full scope Fast surfing for information and delivering it to clients in an appropriate way No complaints from clients 5. Improve Business Telephone Etiquette An ability to remain calm and professional when dealing with difficult callers Ready to pass the exam 6. Create a good team atmosphere in the call centre Keep up to date with information Share information with colleagues; to acquaint new employees with an affair Be involved in meetings about call centre policy A work schedule that accommodates the interests of call-operators
According to the words of my colleague in the feedback about my work I do my best to create friendly atmosphere in the call –center. I Отправлено: Natalia's strong sides are managing and resolving interpersonal and workplace conflicts in a positive way. Her attitude makes it possible to resolve the issues diplomatically, inspiring and motivating team members to high performance. Natalia launched a cross training on-the-job initiative. So all members of call-centre team have got new experiences and skills. It would be fruitful to include team member training for call-centre workers in the year-plan of activities. Natalia's strong sides are managing and resolving interpersonal and workplace conflicts in a positive way. Her attitude makes it possible to resolve the issues diplomatically, inspiring and motivating team members to high performance. Dmitry provides a working environment to achieve personal and professional goals. He demonstrates proactive thinking and behavior. He is very responsible, sympathetic and charitable person.
If you modify the following fields, the goal plan will need to be re-submitted for approval: Add or remove employee goals, End Date, Indicators of success / Personal goals, Name, Start Date. Направления: Market leadership and grow People Quality Operations
1. O ptimize the time of processing and transferring Learn how to use special functions to find information and people more quickly on the EY Home Page.
2. Cultivate pronunciation and intonation capability Attend a chorus lesson to enhance the ability control the voice: speed, volume. Studying English and Russian pronounciation by learning to read poetry with tone and rhythm. Practice tongue twisters to improve their pronunciation and articulation
3. Create a good team atmosphere in the call-centre Participate in EY Academy of Business stress-management training program Be able to manage and resolve interpersonal and workplace conflicts in a positive way without need for any over-the-shoulder interference with management. Be ready to back up and support colleagues Create a work schedule that accommodates the interests of call-operators. Send it for approval in due time. Keep work up to schedule
7. Be a helpful and an apparent member of EY team Expand the horizons through interactions with people from various departments. Help colleagues from other departments (for example, respond to the invitation from Academy of Business to run through texts and materials with a fresh eye and to give feedback and editing advice) Be a visible and an apparent member of the team participating in quizzes, polls and competitions among EY employees (foto contests and etc.)
8. English I’m on my way to complete the 10 level (English Global Program) 9. Yoga
I continue to do all my best to create a good team atmosphere in the call-center You exhibit a very friendly style of communication make the work environment a better place for all, Set a clear sense of purpose to energize and focus the group Launch into the detailed activities without orientating the team on the overall purpose and goal Clarify the roles in the team to foster a sense of personal accountability Fail to ensure clarity as to who is doing what Solicit input from your team as to how they will work together – your ‘team operating model’ Impose your view as to how the team will operate, without input from others Trust others to deliver, but coach individuals as needed Micro-manage team members who are competent at an activity, or fail to support those in need Actively promote collaboration between team members React to normal ‘storming’ behavior in a team by blaming team members Celebrate team successes Do not recognize individual or team success Communicate expectations for high standards linked to the EY expectations Lack clarity in expected performance, values and behaviors of team members Select the right team – mix and mobilize diverse teams, and leveraging existing role models Tend to seek out ‘people like you’ to work with Consider cross service-line diversity; or crossfunction diversity for CBS Focus solely on the services that your team delivers, rather than exploring client issues and how best to overcome these Listen actively to ideas, explore them and use them to shape your work Not proactively checking with people that you have really understood their perspective Develop and enhance a global mindset - flex your style in a manner that help people from different cultures succeed Dismiss ideas if they are not presented in a way that you would expect Establish the “team’s culture”, spending time to create awareness around everyone’s style and in establishing the work environment that will work for all Expect the team to silently conform to your own working style, or to the working style of the dominant group on the team Consider time zones, local public holidays and diverse communication styles, when scheduling meetings across borders Book teleconferences only with respect of your own office working hours and expect everyone to “jump” into the conversation in English and to “speak up” whenever they have something to say
Академия бизнеса When EY Academy of business understood that the old training management system (TMS), developed in 2005, no longer meets operational needs of the growing and changing training consultancy, Elena Kuznetsova became a new TMS implementation project manager within the Academy. Elena was involved in this process from the very start - analyzing Academy's needs and selecting the vendor - until the pilot launch on the system in 2014 and final launch in 2015. With three more Academy people in her team - Victoria Zobnina, Anna Tsvetkova and Aleksandr Gotsiridze - Elena became part of a larger international project team which included EY Global and local IT and external vendor professionals. Elena and her team faced a challenging task of selecting and then implementing a new TMS. None of the existing firm wide solutions met the specific needs of the Academy. Elena and her team knew little about training management systems, had very limited project management experience, but shared a drive for excellence. This new assignment became a very time and energy consuming addition to their normal full time responsibilities of selling and delivering client training. More than two years of intensive work have been invested into finding and then implementing a new solution. The team was working long hours of overtime analyzing business requirements, customizing the solution and integrating it with other EY systems. The team’s drive for improvement and their personal example helped get support from the end users - sales and admin Academy people - and overcome their resistance to change. The team managed to demonstrate benefits of an improved solution that offers a new approach to servicing clients and has space for further growth and development. The team's work will help Academy to increase sales and provide higher quality client services. This new TMS solution has a potential to being used in other countries where external client training becomes a regular service offering. |
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