Supervisor Assessment Case Study Due to your team’s low performance, you have been scheduled for a weekly meeting with your ACCM. During the first session you have been asked to provide a detailed plan to show improvement within the following month. Please define the actions, tools/resources, follow up and explain what KPIs & Agents you would prioritize. Create a proposal of your action plan week by week different than the daily supervisor tasks (Coaching and Monitoring). “Be creative and think outside of the box”. Supervisor QA NPS AHT Agent 1 98.97 83.17% 600 Agent 2 98.71 70.39% 1200 Agent 3 94.35 75.73% 645 Agent 4 93.85 63.24% 1100 Agent 5 70.94 68.21% 1300 Agent 6 95.71 59.05% 980 Agent 7 89.66 70.91% 590 Agent 8 88.95 76.52% 742 Agent 9 91.96 30.00% 860 Agent 10 100 69.40% 1300 Total 92.31 67.26% 933 Target 95 77 800
