Criteria
Weight
Rating
Score
1.
Communication Skills.
0.3
2,
Coaching Skills
0.2
3,
Achieving Targets
0.2
4.
Staff Motivation skills
0.15
5.
Problem Solving skills
0.15
1.0
C-Score
The above grading form has five columns. The first column shows the criteria number, the second column shows the criteria. The third column shows the weight. Note that the weights add up to 1. So, 0.3 represents 30% of the weight and so on. The fourth column shows the rating. The rating is to be given from 1 to 5 (unsatisfactory, satisfactory, good, very good, and excellent). The fifth, column shows the score that is calculated by multiplying the weight with the rating given. For example if the rating given for item 1 is 4 then the score will be 0.3 X 4 = 1.2. Similarly, the ratings for each criterion should be entered by the evaluator and all the scores will be computed. The sum of the fifth column is the composite score. The composite score for a call center manager can range between 1 (lowest) and 5 (highest).
Communications skills are important for department supervisors (Guffey and Almonte, 2009). The reason for this is that the communications manager should have excellent communications skills and should be able to communicate the ideas in a clear and concise manner. The supervisors should be able to convey the goals, objectives, and the vision/mission of the company to its employees. Hence, communications skills are most important. It is given 30% weight.
Coaching skills are important because the managers and supervisors must continuously train, and develop employees. Companies, these days have high turnover rates and so coaching skills can reduce turnover as well as improve the performance. It has been given 20% weight.
Achieving department targets and exceeding them is important for the managers and supervisors. It requires management skills to achieve targets. It has been given a weight of 20%.
It is important to motivate employees to improve and maintain productivity of the employees. This has been given a weight of 15 %.
Problem solving skills are important for supervisors. This enables the department to function smoothly. This is the reason why it has been given a weight of 15%.
References
Mary Ellen Guffey and Richard Almonte. (2009). Essentials of Business Communication. Ontario: Cengage Learning.
