Sometime it's hard to understand why Sitel shows such a lack of clear direction. It's almost like nobody takes the time to step back and think about things from a different perspective.
A quick note here. When I started this blog I promised myself I wouldn't name any of the clients directly. After all this is about Sitel not the companies who use our services. However if I were to talk about a team on the first floor that handles calls for a major high street fashion retailer you would all know who I was talking about.
This team has had several changes of team manager over the past few months. Andy who took over the reins of that team some time ago was moved sideways to another position in the middle of last year. Sian was asked to move up from her senior agent role to manage the team. Then, as many retailers do, there was an increased workload over the Christmas period and Greg was brought in from another campaign to help with the managers workload. So far so good. So why have the company brought in a new manager from outside the company and moved Sian back down to her senior agent position?
Was it a mistake to move Andy off to the other team? He had been running it for a couple of years. Were both Sian and Greg unable to run the team properly? That would show a worrying lack of diligence in selecting candidates to move up the career ladder. How about a clash of personality with senior management? A lack of ass kissing? The truth is I don't know the reasons for such volatility.
I'm not sure I would want to be the new team manager. If the team is on their fourth manager in less than a year then that would have me looking over my shoulder all the time. Either the team is a poison chalice or more likely Sitel dont know what they want and then complain when they don't get it. Hopefully we're now moving into a period of stabilty because constant changes are not good for the agents and are not good for the client.
Update 15th June 2011
Since I wrote this entry someone has been in touch anonymously. This person has suggested that Sian was removed from team manager duties due to a serious lapse of judgement. As I haven't been able to verify the allegation yet I wont repeat it here. Suffice to say if true then the decision to remove her appears justified.
One thing bothers me though. we have a Team Manager Track aimed at identifying candidates for promotion internally. Why not recruit a suitable internal candidate if they were forced to replace Sian?
No comments:
Post a Comment