PROMPT: Review the NICE Workforce Framework. Are there certain areas that you
would want to focus your career on? Explain which areas would appeal the most to you
and which would appeal the least.
I was introduced to the concept of managing for a company back when I worked at
chickfila. I was trusted with overseeing daily inventory needs, engaging and resolving customer
complaints, owning and managing daily, weekly and monthly goals. As a manager you are
responsible for running the shift and making sure all the other team members are completing
tasks in a manageable time. Even though it was my first role as a manager I have learned a lot
from this experience that is why I chose “performance management” as a career focus. My main
goal in this field would be to boost my company’s performance each and every day. According to
“NICE” the main goal for this role would be to boost performance, empower supervisors,
optimize experiences, foster teamwork, and engage agents. I would definitely want to focus my
career in this area because I already have some experience for this role, and management roles fit
me more than just being a team member. The only downside I see from this position, is that it is
very time consuming. This job requires you to be on top of your work and making sure that the
company is hitting its goals. You have a lot of responsibility so any problems that happen will be
directed at you, and you will be questioned. You may become biased in this field, that is why it is
not a job that is meant for everyone. You need to be unbiased and give the same energy towards
everyone. While reviewing the “NICE” website, the one career focus that is least appealing
would have to be the Automated Agent Augmentation. This focus seems like it can make a
person unmotivated to complete their daily tasks. If you enjoy working by yourself then this
would be the field for you. I am more of a social person so this would not be the field for me.