49 Task 4 Employee Evaluation Form ~ I. EMPLOYEE INFORMATION Employee Name: Job Title: Contact Centre Operator Patrick Stewart Review Period From: / / To: / / Supervisor/Reviewer 1l. CORE VALUES AND OBJECTIVES PERFORMANCE CATEGORY RATING COMMENTS AND EXAMPLES Exceeds Meeting Sales Targets: Ensuring 70% of all inquires received are converted to confirmed bookings with deposit paid. expectations Meets expectations Needs improvement [J Unacceptable Attendance & Punctuality: Reports for work on time, provides advance notice of need for absence Exceeds expectations Meets expectations Needs improvement Unacceptable 0 Exceeds expectations Meets expectations Email Communication: Returns email inquiries within 30 minutes of receipt by ETravel [J Needs improvement Unacceptable [ Exceeds expectations Meets expectations Communication Skills: Written and oral communications are clear, organized and effective; listens and comprehends well [J Needs improvement Unacceptable Telephone Inquiries: [ Exceeds expectations Meets expectations Taking phone inquiries from Agents and customers and answering all inquiries within 10 minutes of time allotted. Needs improvement Unacceptable Cooperation & Teamwork: Exceeds Respectful of colleagues when expectations working with others and makes Meets expectations valuable contributions to help the group achieve its goals Needs improvement Unacceptable 111, JOB SPECIFIC PERFORMANCE CRITERIA PERFORMANCE CATEGORY RATING COMMENTS AND EXAMPLES Knowledge of Position: [ Exceeds Possesses required skills, expectations knowledge, and abilities to | Meets competently perform the expectations job / Needs