Please read each job behavior and skill description below. Then rate how essential it is to overall job performance in the leadership position at your organization. Once you click Submit, you’ll have instant access to your results.
Value to the Job
Ensures that employees are signed in, available, and performing the job. Monitors the performance of individual employees. Conducts side-by-side monitoring sessions with employees and coaches them on the job. Reviews reports that list individual employee performance statistics. Reviews reports that list overall team statistics. Identifies high-performing employees to provide mentoring and additional responsibilities. Identifies low-performing employees to provide additional monitoring and coaching. Gives immediate feedback to employee when observing extremely positive or negative behavior. Provides structured, one-on-one feedback to employees to reinforce positive behaviors and to correct negative behaviors. Monitors computer/system screens used by employees and coaches them on how to navigate the systems more efficiently. Develops formal action plans with employees to document performance problems and corrective action plans. Administers the discipline policy according to company guidelines, including suspension and/or termination of employees if necessary. Answers employees’ questions (regarding issues such as customer issues, non-standard requests, system issues). Provides written materials (for example, system information, product information) to increase employees’ effectiveness. Handles customer situations when appropriate. Handles escalated customer issues and tries to resolve them when possible. Conducts incentive programs (for example, contests, awards) to encourage optimal performance by employees. Posts results of individual employee performance to recognize high performers. Ensures that employees adhere to their scheduled break times. Tracks employees’ attendance records (including absences and/or tardiness) to ensure they are within acceptable guidelines. Monitors work load to make short-term staffing adjustments if necessary (for example, reassigns employees, asks for overtime). Assists employees with changing their work schedules (including short-term changes and/or permanent adjustments). Investigates paycheck discrepancies and ensures payroll records are adjusted so employees are paid accurately, according to their actual time worked. Participates in meetings with peers and/or own manager to discuss ongoing issues. Conducts meetings with own team to educate them, communicate new information, and motivate the team. Completes administrative reports (for example, team statistics, borderline employees). Completes regularly scheduled performance evaluations for employees. Takes actions that employees are not approved to do (for example, gives monetary credits to clients, unblocks accounts). Description
Value to the Job
Building Relationships: Effectively interacting with team members with diverse backgrounds and temperaments, demonstrating a genuine interest in team members, maintaining open lines of communication with team members, and being an advocate for team members. Time Management: Prioritizing work activities, completing a variety of tasks within short timelines, meeting deadlines, effectively handling frequent interruptions, and following up on commitments in a timely manner. Coaching: Identifying performance problems and their solutions, communicating positive as well as negative feedback, adapting coaching style depending on the situation, providing feedback that is specific and constructive, and encouraging all team members in incremental performance improvement. Problem Solving: Generating effective solutions to problems, considering unique aspects of situations, negotiating compromises, suggesting alternative solutions, and balancing business needs with individual needs (e.g., team member needs, customer needs). Communication: Expressing information clearly and concisely (both orally and in writing), clearly outlining expectations, communicating negative information in a tactful manner, and listening attentively. Team Building: Setting clear and challenging goals for the team, generating enthusiasm and excitement, modeling exceptional work behavior, creatively rewarding successes, providing help and resources to team members, and sharing the larger picture with team members. Decisiveness: Strongly communicating expectations, quickly responding to situations, justifying decisions when challenged, and following through on decisions. Flexibility: Working effectively in a fast-paced environment, adjusting team strategies to changing conditions, focusing on the positive aspects of change, and remaining calm during challenging situations. Analytical Thinking: Analyzing and interpreting statistical data, focusing on details, relating various pieces of information together, identifying trends, and understanding the reasons behind problems as well as successes. Work Ethic: Demonstrating a strong desire to contribute to the organization, demonstrating reliable and dependable behavior that contributes to the organization’s image, behaving in an ethical and trustworthy manner, and taking initiative on work tasks and responsibilities.