Performance Management You are the HR Manager for a Technology firm that provides customer service to customers digitall
Posted: Wed Jul 06, 2022 6:05 am
Performance ManagementYou are the HR Manager for a Technology firm that provides customerservice to customers digitally through online chat and emailresponses. You have a group of 25 employees who are scheduled towork to provide support to customers 16 hours per day. Employeesrotate on shifts of 8hrs each. The work arrangement is remote andemployees are provided with the technology to work from anywhereduring their shifts.You have been asked to prepare a Performance Review plan/startegyfor employees of this support group.Some simple metrics below:Attendance required: 80%Response time: within 3 mins of message received by employeeCustomer Rating: 75%+Completion of inquiry rate: 85%For the Assignment do the following1. Determine how you will assess for Developmental andAdministrative aspects of performance management2. Develop a score card (with standards included)3. Create a 360 Evaluation and the criteria of who will participatein the evaluation4. What is the process of review (scorecard & 360)6. Ensure you are able to provide a brief description of why youselected the method or process