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QUESTION:
I am hoping to get information about what type of key performance indicators and/or measurements other organizations use for their call center supervisors. Other than escalation resolution, I am struggling with categories that I can use to measure a supervisor’s performance because their duties are so different than that of the other staff. Thanks!
ANSWER:
We got some information from an organization that uses a performance Evaluation Tool that is based on Accountabilities. The tool has three sections:
I. Organizational Expectations (10% of the Review)
- This is provided by HR and every employee is measured against the values outlined in our code of Ethics and Mission Statement.
II. Core Performance Dimensions (40% of the Review)
- This is a SET of Behavior statements that HR provides for all workgroups to select from the one that most closely identifies the skill sets required to perform the work within each workgroup. Categories for ratings include:
- Conscientiousness and Accountability
- Managing Time and Work Effectively
- Team Work
- Following Leadership/Direction
- Safety
- Crew Leadership
- Communication
- Written Materials
Each employee sees a combination of these, including Supervisors, and are rated based on the core work functions for each workgroup.
III. Key Performance Accountabilities
(50% of the Review)
- These are identified for EACH workgroup specifically and balance out the review based on the Supervisor/Manager conducting the evaluation. Again, within our represented workgroups, these must be consistent for the job type and must maintain flexibility in order to allow for a fair evaluation of a variety of job responsibilities within that group. Here are our specific accountabilities as Customer Service Supervisors:
Employee Performance and Development
Develop and implement tools for effective accounting and management of employee metrics, training initiatives, and developmental objectives for the timely and comprehensive semi and annual review.
Distinguished: Develop and implement tools/programs that demonstrate or result in significant evidence of team development in the area of performance objectives, achievement of established goals for performance, along with timely adherence to employee review schedule.
Exceeds: Manage employee review schedule, maintaining open communication concerning developmental objectives, coaching, and discipline to support employee success through training initiatives and/or quality review.
Meets: Maintain Employee Performance in accordance with scheduled review dates, developing comprehensive and accurate employee review documentation.
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[one_half_last]Project Management
Contribute to overall project objectives, maintaining effective communication for collaboration, effectively managing resources for successful implementation.
Distinguished: Demonstrate successful project management through timely and effective communication within the project team and/or as assigned, developing forward thinking strategies that align with the division goals and objectives for service.
Exceeds: Manage project assignments and tasks in a timely and efficient manner, disseminating necessary information to all impacted team members for effective project initiatives for incorporation with business processing
and rules.
Meets: Responds effectively to project assignments and deliverables, providing feedback as needed, sharing results and impacts with affected team members
Strategic Planning and Process Improvement
Work with management to identify and/or address system or process issues for resolution, identifying and managing initiatives in support of the overall operation and organizational goals.
Distinguished: Applies strategic planning principles while analyzing business impacts and indicators for effective process re-engineering, resource allocation, business rule modification, and sub-project development/assignment.
Exceeds: Works with management to identify potential impacts with recommendations for improvement in process, rules and/or resource allocation, projecting timeline and cost where applicable for alternatives as needed.
Meets: Provide feedback for impacted areaof Supervision with improvement recommendations for applicable processes and rules
Strategic Planning and Process Improvement
Respond to specialized and escalated customer concerns, interacting with the public as needed to achieve resolution, maintaining the organizational objectives and goals for service and fiscal responsibility.
Distinguished: Consistently supporting organizational objectives through timely and effective escalation management both face-to-face and by phone, documenting essential details and supporting overall improvement initiatives with full-circle education on unnecessary escalations with involved team members.
Exceeds: Manage call and customer escalations within guidelines for timeliness and effective dispute/issue resolution, providing support to CSA team through follow-up training and/or coaching as needed.
Meets: Thoroughly manage call and customer escalations within guidelines for timeliness and effective dispute/issue resolution with clearly documented details for follow-up as needed.
Have a question for QATC? If you have a training or quality question and would like the feedback of your peers, don’t hesitate to send your inquiry to our panel of experts. Simply email to: vicki.herrell@qatc.org.
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