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Supervisor Process: Probation requirements

By
Carla Reed
on 3/4/19, 3:11 PM 44 views

Probation requirements

Leaving training schedule requirements = 30 Days

  • Demonstrates an understand of standard processes

  • Demonstrates effective use of templates

  • Training wheels have been removed

  • Has passed all intranet courses

  • Has passed the “Issue Type” test

  • Is able to successfully understand resident issues & apply correct solutions

60 Day review:

  • 5 calls are pulled & evaluated during collaboration. To identify any improvement opportunities

  • 5 Tickets are pulled & evaluated during 1 on 1 w/ manager. To identify any improvement opportunities

  • Last 4 weeks of 1 on 1s are reviewed with the manager to ensure reps are receiving effective coaching

Passing probation requirements = 90 Days

  • Meeting or exceeding average productivity

  • Meeting KPI standards for paused time & Quality

  • Has not exceeded 4 attendance points

  • Average call handling time met

  • Averaging less than 8 threads per ticket


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Asked: 3/4/19, 3:11 PM
Seen: 44 times
Last updated: 3/4/19, 3:11 PM