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Techniques to Monitor and Measure team Performance

Retrieve and correlate statistical data applicable to Contact Centres
Course Prerequisites:
It is assumed that people learning towards this Unit Standard are competent in: Communication at NQF le... Show More
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Duration
2 Days

Course Schedule

Upcoming dates for Techniques to Monitor and Measure team Performance

Purpose of the unit standard

This is a Unit Standard intended for managers in all economic sectors. These managers would typically be second level managers such as heads of department, section heads or divisional heads, and may have more than one team reporting to them. The qualifying learner is capable of:

  • Establishing performance standards and monitoring systems.
  • Preparing for performance review of team member.
  • Conducting performance review interview.

Course Content

Specific Outcome 1: Establish performance standards and monitoring systems.

  • A variety of performance monitoring systems are identified and reviewed for possible use in the section/division/department as well as their alignment with the overall ethos and method of operation of the organisation as a whole
  • Performance standards are agreed in consultation with the relevant individuals
  • Performance standards are clear and concise and specify the activities to be performed and the standards to which they are to be performed
  • Performance standards are recorded and documented
  • Systems for monitoring performance against standards are set up

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Specific Outcome 2: Prepare for performance review of team member.

  • Time, place and format for performance review are agreed with team member
  • Preliminary assessment of performance against the agreed standards is conducted using monitoring systems
  • Performance against standards is documented in a form that is usable in future
  • Methods for giving constructive feedback are identified so as to be able to report on positive as well as negative findings
  • Documentation for use during the review is prepared

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Specific Outcome 3: Conduct performance review interview.

  • Time, place and format are in accordance with that previously agreed
  • Positive and negative performance is documented for report back purposes
  • An action plan to further improve performance and to build on positive performance is established with the employee
  • Agreed actions are documented and signed by both parties

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CTU Training Solutions , Updated: July 18th, 2019

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The course information above is subject to change without notification due to market trends in the industry, legislation and/or programme version updates. Terms and Conditions

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