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You are an IT Help Desk supervisor for a life insurance company. You supervise a Help Desk Telephone Representative who answers employee calls, helps them

You are an IT Help Desk supervisor for a life insurance company. You supervise a Help Desk Telephone Representative who answers employee calls, helps them solve their technical problems, and provides direction to support the company's software, applications, and computer hardware. Please describe how you would make this representative's performance measures broad and strongly incentivize top performance on the job.

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