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    BCC TM Weekly Review

    Uploaded by

    Danae Naidoo
    This document contains templates for tracking key performance indicators (KPIs), metrics, targets, and variances on a weekly basis for a team of agents. It includes sections for weekly 121 meetings with line managers, mid-week check-ins, tracking performance variances, setting coaching plans, and reviewing quality and compliance metrics. The overall purpose is to facilitate regular coaching, performance monitoring, and goal setting for agents.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd

    BCC TM Weekly Review

    Uploaded by

    Danae Naidoo
    22 views8 pages
    This document contains templates for tracking key performance indicators (KPIs), metrics, targets, and variances on a weekly basis for a team of agents. It includes sections for weekly 121 meetings with line managers, mid-week check-ins, tracking performance variances, setting coaching plans, and reviewing quality and compliance metrics. The overall purpose is to facilitate regular coaching, performance monitoring, and goal setting for agents.

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    © © All Rights Reserved

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    This document contains templates for tracking key performance indicators (KPIs), metrics, targets, and variances on a weekly basis for a team of agents. It includes sections for weekly 121 meetings with line managers, mid-week check-ins, tracking performance variances, setting coaching plans, and reviewing quality and compliance metrics. The overall purpose is to facilitate regular coaching, performance monitoring, and goal setting for agents.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    22 views8 pages

    BCC TM Weekly Review

    Uploaded by

    Danae Naidoo
    This document contains templates for tracking key performance indicators (KPIs), metrics, targets, and variances on a weekly basis for a team of agents. It includes sections for weekly 121 meetings with line managers, mid-week check-ins, tracking performance variances, setting coaching plans, and reviewing quality and compliance metrics. The overall purpose is to facilitate regular coaching, performance monitoring, and goal setting for agents.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    of 8

    Name:

    Line Manager
    Date

    Team Manager Weekly Pack


    KPI Metric Target Actual Variance Target This Week
    Average Revenue Generated
    Sales SPH
    Sale Conversion
    Hours
    Productivity Timekeeping/Adherence
    Unplanned Absence
    Quality
    Quality/Compliance/Customer

    Weekly 121 Summary (TM to add summary here)


    Performance/Non Sales feedback Quality/Compliance/Risk Alerts/Complaints

    Productivity – Hours, Attendance, Attrition Campaign Key Focus areas

    V1 18052015
    Follow Up Action from previous 121
    Previous actions from coaching and 121 sessions - what has been achieved – Operating Routine Feedback

    What were the Successes? What were the Challenges?


    What went well? What improved? What could have gone better? What could I have changed to improve?

    Agreed Actions & Targets


    What SPECIFICALLY will you do differently to achieve your goals? SMART Objective

    Support Required:
    What do you need to help you achieve your goals?

    V1 18052015
    Document the Conversation below (CM) TM Comments:

    Signature: Date: TM Signature: Date:


    Summary of Discussion

    Mid-Week Catch up (Where am I, include too date targets)


    KPI Metric Target Actual Variance Comments
    Average Revenue Generated
    Sales SPH
    DMC Conversion
    Hours
    Productivity Timekeeping/Adherence
    Unplanned Absence
    Quality
    Quality/Compliance/Customer

    Notes:

    Signature: Date: TM Signature: Date:

    V1 18052015
    Weekly Variation Management, complete on the first day of the week, identify the opportunity area and track actions and improvements

    Previous Previous
    RAG Previous
    Week Week Day 1 Day 2 Day 3 Day 4 Day 5
    Agent Status Week Actions
    Sales % to % to target % to target % to target % to target % to target
    Revenue
    Volume target

    V1 18052015
    V1 18052015
    Weekly Coaching Plan

    EOW
    Agent Name Area of Focus This Week's Objective Daily Target WTD Target Day 1 Day 2 Day 3 Day 4 Day 5
    Performance
    1


    2


    3


    4


    5


    6


    7


    8


    9


    10


    11


    12


    13


    14

    V1 18052015
    Weekly Quality/Compliance
    KPI Current Week Previous Week RAG Status Previous Month
    Quality/Compliance
    Complaints

    Agent Name RAG Reason Action Completed

    Performance Summary

    Signature: Date: TM Signature: Date:


    V1 18052015
    V1 18052015

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