TEAM MANAGER HSH SKILLS MATRIX
Di Dz D3 D4
+ va » Construction of development. va Construction of development plans
Coaching > — Giving positive feedback plans for potential STSA°s forpotential TM's
> ing constructive feedback > PSE DI-D4 grade setting and
> TSA D1-D4 grade setting and checking
checking
IP > Setting Objectives > Creating agent specific > Ensure effective employee © Succession planning across
> — Review Objectives objectives development and improved ALL roles
> — Conducting a quar > — Conducting an annual satisfaction > Attendance & completion of
> PLP completion appraisal all relevant courses within
> — Knowledge of pre app: > PAC setting the Management Academy
self assessment form
i > CV Reviewiny > Face to face inte > TAC Assessment > Ability to asses potential
Interview & > Telephone Interviews > RAR completion > — PSE Assessment TNPson assessment day
Selection > Form 1 Compk > Ability to contribute to
> Identify and form relationship interviews for potential
with recruitment consultant ‘TM’s if required
> — Transform completion > TMassessment
Communication I > Good command of vocabulary [> Confident in expressing > Ability to communicate strategy and I > Able to construct & publish
and business terminology opinions Change clearly at all levels working policies &
> — Ability to shold one’s own’ in I > — Confident in producing procedures both internally
internal meetings documentation & externally
> — Awareness of body language I > Ability to provide written reports of I > Able to confidently
displayed during oral any nature as necessary converse at all levels
communications
> — Understanding of e-mail
etiquette
General > Leaver Form completion > Knowledge of Union Reps, > Deputising for Operations Manager I > Attending OSR’s
> — Basic knowledge of Health and their roles and during leave! absence etc. > — Demonstrate one desk
Management Safety at work responsibilities, rights and > — Chairing meetings at various levels philosophy
> — Knowledge of the different HR limits > Basic desk financial awareness (desk I > — Financial awareness of full
roles > — Agenda setting for meetings costs ete) desk & people costs
> — Knowledge of Occupational > Minute taking for meetings I > — Knowledge of global Fujitsu market
Health role > — Knowledge of European position
> — Knowledge of EAP — How can Helpdesks and other contracts I > — Ownership of Business Continuity
they help > — Understand Business and Disaster Recovery plans
> Basic Fujitsu knowledge (Cafevik Continuity and Disaster
ete, ISD news letter etc.) Recovery plans
> Attended Desk induction
Service > _ Knowledge of all contractual > Understanding of the change I > Indepth contractual awareness > Complete understanding of
SLA’s proposal process > In Depth understanding of new business and service
Management > — Complaint process > Understanding of service business and opportunities for the . can provide
> — Knowledge of key SDU’s (SMC, management set-up and future strategic direction
UKSS ete.) organisational sensitivity > Attending NBSC meetings > Enhance and improve
> Actively maintains an > Understanding NBSC set-up I > — Attending UKSS engineering forum Customer Service
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and
understanding of the frontline terface agreement Contributes to process defini > Build strong and positive
work > — Understands key desk and improvement relationships with Service
documentation (Call Enquiry I > Ability to act as SPOC / problem Management, SDU’s
Matrix ete.) manager for client issues suppliers
> Maintains awareness of
business changes which impact
the desk
> Understanding of 11
and MSC
Team > Team Meetings\briefings > > 360 degree feedback
> Ability to manage attendance &
Management punctuality
Time > Agents scheduling > Agent resourcing > Rota construction using preferred
> > — Working to deadlines tools sets (Hills B / Blue pumpkin)
Management > Prioritisation
Discipline > — Basic understanding of the >» — Full understanding of the >» Abi to conduct any stage of the » — Awareness of the Indu:
‘Conduct policy Conduct pol disciplinary procedure in ‘Tribunal process
Management > Basic understanding of the > — Full understanding of the conjunction with HR (where
capability policy capability policy appropriate)
> Basic understanding of Unions I > Construction and setting of
rights and involvement in Personal Improvement Plans
disci issues
Technical > Basic skills in Microsoft Office I > Intermediate knowledge of > Knowledge of Comms rooms and
suite equipment within (where
> — Basic use of Powerhelp appropriate)
> Basic knowledge of Riposte > Ability to manage Powerhelp
> Escalation route for issues, call menu’s
logging 7799 for all technical
issues including telephony
Presentation > Basic Presentation skills > Able to present to any internal I > Present at TM/ OPS level and > Personal conduct to
> — Use of OHP / Projector staff above generate a positive image
> — Conduct Customer and Visitor within the business
tours of operation > Able to present at SMT
level and above
[Projects > Basic understanding of S&R > Indepth knowledge of one of I > In depth knowledge of all projects I > Produce S&R case study
> — Basic understanding of QMS the HSH projects > Present at any level regarding one with proven results,
> — Understanding the role of the > — Buddying with TM’s from of the projects
ITT team other sites, sharing > — Own the desk S&R and provide
> Basic understanding of MIS knowledge, visiting ete. strategic recommendations from the
> Knowledge of Project Pipeline > Ownanelement of S&R data.
Reporting > Basic understanding of monthly I > Ability to complete monthly I > Training others on the use of the > Able to construct & publish
reports reports GRT working policies &
> Basic understanding of the GRT I > Creating and running tailored I > — Changing wallboards procedures both internally
> — Creation and understanding reports > Ability to train others in completion & externally
KPI's > Confidence in recommending of monthly reports
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The ability to use Autostat
> resource increase, decrease,
or reprofiling based on data
‘Attend EOM meetings
Ability to assess potential impact of
new or changing business on
resource levels, and to take
appropriate action
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