Subido por Fernanda De Colores

Asessment Case (1)

Anuncio
Supervisor Assessment Case Study
Due to your team’s low performance, you have been scheduled for a weekly meeting with your
ACCM. During the first session you have been asked to provide a detailed plan to show improvement
within the following month. Please define the actions, tools/resources, follow up and explain what
KPIs & Agents you would prioritize. Create a proposal of your action plan week by week different
than the daily supervisor tasks (Coaching and Monitoring). “Be creative and think outside of the
box”.
Supervisor
QA
NPS
AHT
Agent 1
98.97
83.17%
600
Agent 2
98.71
70.39%
1200
Agent 3
94.35
75.73%
645
Agent 4
93.85
63.24%
1100
Agent 5
70.94
68.21%
1300
Agent 6
95.71
59.05%
980
Agent 7
89.66
70.91%
590
Agent 8
88.95
76.52%
742
Agent 9
91.96
30.00%
860
Agent 10
100
69.40%
1300
Total
92.31
67.26%
933
Target
95
77
800
Descargar