Monthly VC Score Card

Weightage
Performance Effectiveness Measurement 40%
Break -up Scores
EE = >or =11 to 15 40
ME=>or = 5 to 10 20
NI= <5 0

Productivity with 100% Complaince 40%

Break -up Scores
EE = > or =101% to 110% 40
ME= 100 % 20
N I = < 100% 0
Anyone who doesn't meet 100% compliance will get an NI

Discipline 20%
Break -up Scores
Attendance 10
Punctuality 10
 Daily duties to be performed by VCs

During shift

1 Checking and replying to mails

2 Pre shift Team Huddle
3 Filling the audit trackers 25min x 10 trackers
4 Coaching 15 min x 10
5 Break
6 Content updation- reference checks
7 Total working hours
s

Minutes

0:15:00
1:00:00
4:16:00
2:50:00
1:00:00
0:39:00
10:00:00 (10 hrs 00 min )
 Voice Coaches
1 Monitoring and tracking performance improvement of the agents assigned
2 Meeting targets for both performance and productivity
3 Ownership for the respective team’s/ assigned agents Q 7 performance.
4 Facilitating and co-coordinating training by working closely with the TL/ Manager ; both refresher and remediation training
5 Ensuring compliance to the Methods and Procedures laid down for the process. Ensuring that manipulative practices are rooted out.
6 Ensure Team Motivation/cohesiveness
Roles & Responsibilities 7 Promote R&R schemes to drive Q7 as a key metric
8 Participating in Call Calibration session to ensure uniformity in the Voice Coaching process
9 Shouldering additional responsibilities to improve the Center's performance
10 Enhance knowledge levels by conducting teach back sessions
11 Promoting positivism within the team
12 Conducting CEA Sessions for bottom performers within your span
12 Optional: Perform Center-Wide Initiatives, Coaching New Trainees prior to Berlitz tests etc

1 Mandatory participation in pre-shift huddles for the teams assigned

2 Monitor and Coach as per the norms fixed from time to time and submit appropriate reports.
Essential Daily Activity 3 Being compliant by ensuring that coaching is given to all agents who have been monitored
4 Review reports and updates such as MIS online reports, CEE reports & TACR!FT verbatim reports.
5 Adhering to the Break Management norms

1 Follow-up progress of the agents who come back from remediation or refresher training.
2 Conducting teach back sessions
Periodical Activities
3 Participating in call calibrations
4 Participate in reviews done by the reporting manager and/or the management.