Oct 7, 2021
Do you want to manage your agency’s operations team more effectively?
Managing a team, regardless of size, is always challenging. I know of this dilemma as I went from a small team of 12 to 90 people at DUDE.
What you’ll need, though, are the right KPIs to make the management of your agency’s operations team possible. These KPIs are essential to track and gauge their performance and find the right solutions when issues arise.
This, then, sets you and your operations team for success, which results in a win for the entire agency.
So if you have an operations team and want to know how to manage them better, pay close attention to what I will share with you in this episode.
Discussion Points:
0:00 Introduction
2:01 Who comprises the operations team?
2:50 The operations team impacts retention
3:41 The operations team and CX team collaborate
5:03 The role of the operations manager
6:00 Data is essential to fix issues
7:09 Allow team members to come up with a plan to do better
8:17 Setting deadlines and clear objectives
10:15 Providing praise and recognition to team members who do well
14:33 Hitting deadlines
17:10 QA: Provide the best quality of work to clients
18:15 Other tasks of the operations manager
19:37 The concept of utilization
23:27 Helping people advance and get promotions
Resources:
Get a hold of more podcast episodes through our website. You can also tune in and subscribe to Operation Agency Freedom on Apple Podcasts and Spotify. Thank you for tuning in!