Management Concepts BUSN 302
There are many types of leaders in the world, some that are born to lead and others that are born to follow. In my paper I hope to clarify that a little for you. When you get your first job, I think that the outcome of that job solely depends upon your attitude when you walk through the door. I am currently employed at a company with over 135,000 employees across 260 contact centers in 49 countries known as Teleperformance USA. While I would like to think that I have found stability here, I would like to find a job that is more established and employee oriented. I think that the life of a ...view middle of the document...
Secondly, participative leadership is not shown because the employees are not there to speak or make any suggestions only to work their scheduled shift and go home and this is hardening because a business is only as good as the people that work there and if they feel as though their ideas are not important enough that’s the business getting started off to a rocky start. Even though, Mr. Julien lacks in the areas of supportive and participative leadership styles he does maintain those of directive leadership and achievement-oriented leadership. He portrays directive leadership because we have set standards of performance and we are expected to follow all rules and regulations while dealing with the members’ personal health information (PHI). These policies would be those such as clean desk policy which means that for the duration of your shift you are not to have any cellphones, flash drives, paper, pen, or anything that could possibly duplicate the member’s information. I find Mr. Julien somewhat of a visionary because he had a vision for his company and he set things in motion to make the company what it is today. According to (Williams, 2013) visionary leadership is one that creates a positive image of the future that motivates organizational members and provides direction for future planning and goal setting. I feel that when Julien made the decision to outsource to other areas he is portraying that of visionary leadership because he has provided a future direction for his company, one that would someday be a call center empire. Even though, I have my own feelings of how a business should run I am not a CEO and I have not had to endure the decisions that they have to whether good or bad and according to (Eisner, 2011) a better understanding of the CEO’s job is vital to a better functioning economy.
The organizational structure that is used by Teleperformance is customer departmentalization because the call center is divided by what project you are assigned to. In the facility in which I work we have DirecTV, BlueCross Blue Shield, and Wellcare projects. I work with Wellcare providing customer service to members whether it be about prescription drug plans or managed care plans. The projects that are dealing with health insurance is blocked off from DirecTV in order to keep each of our members’ personal health information protected. Some of the projects that we have with Wellcare would be a pharmacy department, behavioral health department, Wellcare Medicare, Wellcare Medicaid, and health services. Culture applies to team development because the culture of an organization is what the organization considers desirable or not desirable. Climate deals with what is acceptable behavior to maintain the culture which is to achieve what is desirable and to reject what is considered undesirable. In this case we were developed into teams solely by the project that we are all placed on. I think that this approach did enhance my...