Action Plan | 0 – 90 days integration • Meeting with supervisors , senior • Identify potential mentors management and internal stakeholders • Create an effective responsibility matrix • • Success stories, ongoing issues, delegate responsibilities based on the competency expectations, key opportunity/focus areas assessment • in communication and expectations from Measure success rate of the performance improvement plan • Promote a proactive & transparent communication Address any latent needs; understand gap Continue to monitor key performance indicators • Align internal stakeholders and clients on the plan Skip sessions with agents • • process • Identify key defects and promote changes • Work on career progression for supervisors management 0 – 30 days • 30 – 60 days Gather feedback on current management & • brainstorm next steps • • Succession plan to be built (back up on an event of promotion/absence from work) to ensure business continuity • Weekly review of results, PMP process procedures (reporting, communication etc) • Leverage leadership onboarding program Meeting with external stakeholders • progress, address any grievance Review the efficiency of current processes and • • Biweekly skip sessions with agents to gauge 60 – 90 days • • Continue to engage internal stakeholders and Leaders Workshop Prepare and clients to brainstorm further performance Understand the gap in performance present results to internal and external improvement measures and expectation stakeholders – weekly Work on new processes and procedures to enhance operational efficiency (goal setting) Rewards & Recognition program and extensive employee engagement activities
