I am inducting a new administrative HR team into a Customer Service Centre. I haven’t set-up a team from scratch before, but do have much experience managing operational teams. Where do I start with a team with a mix of staff moving internally and therefore know the job, and some recruited externally? I need to make a definitive plan for the first quarter before the service is provided to the customers.
The Team Doc Says…
I’m going to point you to my favorite definition of a team. Coined by Katzenbach and Smith in their book “The Wisdom of Teams,” it will help you pull your plan together. It goes:
A team is a small number of people with complementary skills who are committed to a common purpose, performance goals and approach for which they hold themselves mutually accountable.
Your first step will be to determine the common purpose of this team. What is its mission? Once you figure that out, determine what complementary skills are needed to accomplish that mission. After you’ve figured out the skills necessary for the team to be successful, take a look at your candidates. Do they have the skills necessary to contribute to the team. Are the skills those which could be trained? How quickly could this team member get up to speed?
Some tools that will help you are:
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