QUESTION: 1

An upcoming production rollout could heavily impact normal off-shifts. You decide to move schedules to cover the upcoming increase in calls. After the staff expresses their concerns about having to work the new shifts with little warning, you still decide to implement your off-schedule shift change.
Which leadership trait does this show?

the ability to encourage team participation
the ability to discourage one-person domination
the ability to execute a plan despite adverse conditions
the ability to identify unpopular decisions as still necessary

Answer(s): D

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QUESTION: 2

Who is ultimately responsible for an employee's success or failure?

the employee
the employee's mentor
the employee's manager
the employee's team leader

Answer(s): A

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QUESTION: 3

What are three benefits of mentoring programs? (Choose three)

They help team members improve
They help retain personnel with optimal skills.
They allow team members potential growth opportunities.
They help team members develop strategic vision statements.

Answer(s): A,B,C

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QUESTION: 4

Your support organization has 20 frontline analysts. The Call Management System produces performance reports that show the amount of time each analyst is on the phone, performing wrap-up work, and not available. Reports also show the number of calls taken and the average talk-time per agent. Based on these reports, what should the manager do to improve the support organization's performance?

publish trend reports for the group as a whole
publish a list of agents ranked by who has the most talk time.
Recognize and reward the individual who handles the most calls
Recognize and reward the individual who has the least :not available" time

Answer(s): A

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Pass your HD0-300 HDI Help Desk Manager exam with these free Actual Questions and Answers

QUESTION: 1

QUESTION: 2

QUESTION: 3

QUESTION: 4