“Coming together is a beginning. Keeping together is progress. Working together is success.”

Henry Ford

A recent poll of more than 1 million employed U.S. workers concluded that the number one

reason people quit their jobs is a “Bad Boss” or immediate supervisor. The poll further concluded that

respect and relationship rapport is initialized within ninety days of the commencement of the working

relationship. I have had the opportunity to see many different management styles within numerous

corporations, and this has allowed me to witness the strengths and weaknesses of the frontline staff.

Oftentimes weaknesses in staff are a direct result of inadequate management or supervision. Too often

supervisory employees lose sight of what their role is. A supervisor’s role is not simply to manage

employees on a day-to-day basis; rather, it is to grow a successful department by establishing a

professional relationship that demonstrates effective and constant communication, a willingness to set

standards for one another, and an effort to motivate each other to achieve goals. A successful

supervisor must not only recognize an individual’s current worth, but must also establish a plan to lead

today’s employees into tomorrow’s leaders. The following 30-60-90 day plan is my first step to

combating supervisory inefficiencies and shaping productive and competent associates.

1-30 Days Learning Stage - “Coming Together is a Beginning”

Introductory email

Emphasizing my excitement for the future and upcoming improvement to formalize our

team

Providing a brief description of my background and particular management style

Highlighting my dedication to each associate and their individual success

Delivering a promise that within the first two weeks a team huddle will be held

Collaborate a partnership with my direct managers and jointly discuss

Key objectives for the team and how our role contributes to the strategy and plans for the

future

Formalize expectations on a daily, monthly and yearly basis

Introduction to systems that are needed to perform tasks required by the role

Predict problematic situations and identify resources available to provide assistance

Familiarize myself with the associates on my team and the details including

Associates schedules including existing PTO and specialty requests adhering to schedule

Provide contact information for myself and obtain contact information for each individual

associate to assure access to each other in case of emergency or work related issues

Identify outside obligations i.e. class schedules, second job and/or family situations

Hire date of each associate

0%

20%

40%

60%

80%

45%43%

40% 44%

72% 72% 75% 73%

43% 44% 47%

72% 74% 79%

NPS Score QA Score Projected NPS Projected QA

Conduct Team Huddle

Open with an icebreaker to ensure introductory of newer agents and to create a positive

atmosphere for team building

Reiterate AAA’s strategy and movement towards the future

Designate what role we play as individuals in achieving these goals set forth by our

employer

Reinforce the focus on our metrics, member experience, attendance and PCI requirements

Open the floor for constructive feedback and expectations of my leadership role needed to

properly support each individual

30-60 Days Alignment Stage- “Keeping Together is Progress”

Analyze your staffing incorporating the 3P’s of Performance:

Proficiency

Evaluate team metrics compared to business standards

Determine which policies are being serviced on an individualized basis

Review existing/expired Performance Improvement Plans and QA evaluations

Outline team’s attendance designating recurring absences and/or unnecessary tardies

Identify subject matter experts

Recognize associates that require more feedback and/or additional training

Personal Improvement

Design job aides based on systemic errors, manual procedures and/or provide individual

assistance

Implement a feedback board allowing agent’s to post questions or situations that arose

when supervisor or management members were unavailable

Formulate personal goals for each associate by initializing check points, evaluations, and

conduct individual coaching sessions to clear issues hindering the completion of

particular goals

Professional Growth

Identify process for obtaining educational resources, supply necessary study manuals,

and determine allowed testing dates and schedules for obtaining PNC license

Itemizing requirements, supplying additional information to assist with the desired

career direction voiced by each associate

Build rapport with leadership throughout the corporation to ensure updates on

availably in other areas of our business to provide opportunities to deserving associates

Collaborate training sessions to provide on-going education on current policies being

serviced or cross training particular associates reassuring the movement towards a

higher tier

Conducting One-On-One sessions with each Associate

Express gratitude for the associate’s continued hard work

Measure strengths and weaknesses (*Additional Training if needed)

Discuss performance and/or attendance issues

Emphasis the importance of our NPS Score

Provide importance of our service levels and limited ACW

Set goals and develop plans to exceed expectations

Review of new procedures or processes

Idea sharing Ex. types of monthly contests, lunch rewards etc

Identify what motivates his/her individually

Allow associate to voice needs and/or concerns

Emphasize the passion I hold for each individual’s goal attainment and advise associates

to never be afraid to ask for help or to voice a concern

Immediate feedback provided - Follow-up email

Attach soft copy of procedures and processes that were discussed

Re-cap expectations and required improvement

List agent’s needs or concerns and give an approximant time for a resolution

After each session has been completed, cast a team vote on choosing monthly contests

or rewards that motivate each other

60-90 Days Execution – “Working together is success”

Improving processes to maximize efficiency

Periodically listen to agent’s calls to identify helpful solutions

Use negative member experiences as teaching opportunities

Initiate daily contests to increase the morale of the team

Administer and encourage feedback on newly produced job aides or alerts

Continue individual coaching sessions

Mapping performance

Prepare daily metric reports

Track attendance and tardies

Monitor QA evaluations and scores

Aligning workforce performance to organizational and personal goals

Recognize and reinforce positive goals and expectations

Confront and correct negative performance

Evaluate and discuss prospects for advancement or attainment of additional

responsibilities

Identify Accomplishments

Share success stories

Present Awards for most improved

Designate experts to be used as resources