Arnold Schwartz Is a Call Center Team Leader Who Is

question 105

Essay

Arnold Schwartz is a call center team leader who is one of the best people in the organization for developing new employees in stressful call center operations.Schwartz knows when to provide clear directions for new recruits and when to provide support and understanding when the workload seems overwhelming or customers are angry.However, Schwartz has trouble working with skilled and highly experienced staff members.Some complain that he looks over their shoulder too often and offers too much advice.Others suggest that he wants to listen with sympathy to their unfavorable customer calls even though they don't feel they need this support.The vice-president of call center operations is concerned, based on this information, that Schwartz seems to be an ineffective leader overall even though he works very well with new recruits.Discuss the accuracy of the vice-president's conclusions about Arnold Schwartz.

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Definitions:

Social Change

The transformation over time of cultural values, norms, and social structures, leading to significant shifts in society.

Social Competition

Group-based behavioural strategies that improve social identity by directly confronting the dominant group’s position in society.

Social Creativity

A strategy used by individuals or groups to reframe or reinterpret their social identity in more positive or advantageous terms.

Individual Mobility

Individual mobility refers to the ability and extent to which individuals can move within or between social, economical, or geographical boundaries.