See if this EASy Simulation® is a good match for your hiring needs!
Please read each job behavior below. Then rate how essential it is to overall job performance in the target position at your organization. Once you click Submit, you’ll have instant access to your results.
Value to the Job
Ensures that agents are logged in, available, and taking calls.
Remotely monitors phone calls of individual agents.
Completes evaluation forms while listening to agents’ calls (including live calls and/or taped calls).
Conducts side-by-side monitoring sessions with agents and coaches them through calls.
Reviews evaluations that were conducted by the Quality Department on specific agents (for example, written evaluations, taped calls).
Reviews reports that list individual agent performance statistics (such as talk time, sales/referral volume, quality scores, schedule adherence).
Reviews reports that list overall team statistics (such as service level, call volume, productivity, overtime).
Identifies high-performing agents to provide mentoring and additional responsibilities.
Identifies low-performing agents to provide additional monitoring and coaching.
Gives immediate feedback to agents when observing extremely positive or negative behavior.
Provides structured, one-on-one feedback to agents to reinforce positive behaviors and to correct negative behaviors (for example, did not follow script, missed a sales/referral opportunity, gave incorrect information).
Monitors system screens used by agents and coaches them on how to navigate the system more efficiently.
Develops formal action plans with agents to document performance problems and corrective action plans.
Administers the discipline policy according to company guidelines, including suspension and/or termination of agents if necessary.
Answers agents’ questions (regarding issues such as customer issues, non-standard requests, system issues).
Provides written materials (for example, system information, product information) to increase agents’ effectiveness.
Takes regular customer calls when appropriate (for example, to help manage call volume, to reward a high-performing agent).
Handles escalated customer calls and tries to resolve customers’ issues when possible.
Conducts incentive programs (for example, contests, awards, team parties) to encourage optimal performance by agents.
Posts results of individual agent performance (such as call volume, sales/referral results) to recognize high performers.
Conducts informal, small-group training sessions with agents to educate them on various issues (for example, policy changes, new programs being implemented by clients, updates to the system, phone techniques).
Participates in formal, stand-up training sessions to train others (such as agents or peers) on specific topics.
Ensures that agents adhere to their scheduled break times.
Tracks agents’ attendance records (including absences and/or tardies) to ensure they are within acceptable guidelines.
Monitors call volume and makes immediate, short-term staffing adjustments if necessary (for example, reassigns agents, asks for overtime).
Assists agents with changing their work schedules (including short-term changes and/or permanent adjustments).
Investigates time card discrepancies to determine the cause and the resolution.
Adjusts payroll records to ensure that agents 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 communicate new information and motivate the team.
Completes administrative reports (for example, team statistics, borderline employees).
Completes regularly scheduled performance appraisals for agents.
Takes actions that agents are not approved to do (for example, gives monetary credits to clients’ accounts, unblocks accounts).
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.