Performance Management_Cycle Plan

Preparation Phase (First 5 business days of each month)

Obtain from the dashboard the rank of the last 60 days

ACCM gathers input from the

supervisors to eliminate special cases.

Improvement Phase (60 Days)

Final Evaluation Phase (30 Days)

ACCM shares the official list with the leadership .

Each supervisor should create an action plan based on agents´opportunities

Prepare the 30 day commitment letter (Include the last 60 day results)

Each supervisor should schedule initial meeting with their outliers to set expectations of the improvement phase

Plan weekly meetings for the next 30 days (Document weekly commitments and track progress)

No improvement

Improvement

ACCM should adjust action plan and involve HR to let agent know that he/she has 30 days to meet agreements

Remove agent from performance management plan and publish results

Document no improvement on administrative report

Plan weekly meetings for the next 30 days (Document weekly commitments and track progress)

30 DAYS

Evaluate 60 days performance

60 DAYS

Document no improvement on a final administrative report

Dismissal

ACCM may grant 30 more days (exceptions only)

Select agents with rank D on the last 60 days