Use this step by step explanation to craft a good employee performance feedback review for a telephone operator. Find the right words with quality phrases.
A Telephone Operator is responsible for providing information by accessing alphabetical and geographical directories and assisting customers with special billing requests like charges to the third party, credits or refunds for incorrectly dialed numbers or poor connections.
Essential functions of this position include interrupting busy lines if an emergency warrants, keeping records of all calls placed and received and of any related toll charges, monitoring automated systems for placing collect calls and intervene for a caller needing assistance, offering special assistance to persons like those who are incapable to dial or who are caught up in emergency situations, observing signal lights on switchboards and dialing or pressing switches to make connections, providing relay service for hearing impaired users.
Employee Performance Review Sample | |
|---|---|
| Employee's Name: | Title: |
| Review Period: __/__/__ to __/__/__ | Employee SSN: |
| Work Location: | Supervisor's Name: |
Instructions |
|
Rating Meaning | |
| The employee fails to perform the most important aspects of the job satisfactorily. Requires close guidance to carry out routine jobs. He/she needs significant improvement in all areas. Meetings should be held between the employee and the supervisor to discuss performance deficiencies. | 1 |
| Employee routinely meets and exceeds expectations in all areas of responsibility. Produces high-quality work that at times exceeds expectations. Consistently meets the most critical annual goals. Occasionally produces timely and accurate results. | 2 |
| The employee consistently and significantly exceeds the communicated expectations by producing exceptionally high-quality work. He/she demonstrates exceptional knowledge of his/her duties and is highly recognized by others as an authority in his/her area of work. | 3 |
Supervisor's Feedback | ||
Skill | Comments | Rating |
|---|---|---|
| PHONE SKILLS: Phone Skills are useful to present a professional company image through the telephone to the customers while making them feel well informed and appreciated without necessarily seeing their faces. | Has a clear knowledge of the audience and does not use complex vocabularies and jargons. Exhibits excellent listening skills and attentiveness while on the call. | 3 |
| SAFETY AT WORK: Safety is being protected from hurt or other non-desirable outcomes that may tend to overrule a situation and cause damages of different kinds. | Puts someone in charge of safety in the company and works on a plan to make sure that safety plans are adhered to Creates an incident report after a workplace accident, investigates who was involved, and how the accident might have been prevented | 3 |
| COOPERATION WITH COLLEAGUES: Cooperation is the process of working with groups or teams for a common mutual benefit as opposed to working in competition or for selfish ambition. | Encourages other team members to work together towards a common goal Creates an environment of peace among the teammates where each thrives in their capabilities | 3 |
| CREATIVITY: Creativity is the skill of turning new and imaginative ideas into reality through the ability to perceive the world in new ways, find hidden patterns, make connections between unrelated phenomena and generate solutions. | Adds a creative touch to the daily tasks that are performed daily Constantly comes up with new ideas and ways to improve efficiency | 3 |
| DEDICATION TO WORK: Dedication to Work is a devotion or setting aside the scheduled time that you are required to work each day consistently without fail as well as being on time and giving 100% of your efforts to doing quality work. | Foregoes personal opportunities to keep work commitments flowing successfully in the company Carries a can-do attitude and does the best in all the projects | 3 |
| HANDLING STRESS: Handling Stress is the skill to balance the requirements of the job and your abilities or available resources in performing it. | Postpones major work changes such as new projects or changing departments when feeling stressed or anxious Sets realistic goals in order to avoid getting frustrated when they are not achieved and takes time to celebrate those that have been achieved | 3 |
| SELF-DISCIPLINE AND SENSE OF DUTY: Self-Discipline and Sense of Duty is an active effort which helps in developing set ways for your thoughts, actions, and habits empowering your to stick to your decisions. | Exercises gratitude in order to move away from constantly wanting what one doesn't have and towards appreciating what one has Reframes mistakes into learning opportunities and keeps pushing towards achieving the set goals | 3 |
| BUSINESS ETIQUETTE: Business Etiquette is a basic framework of rules set by companies to ensure and allow you to understand the way you should conduct yourself in the professional world. | Introduces quite a good number of people in a meeting Makes efforts to reach out to people regardless of their roles and acknowledges what they do | 2 |
| CUSTOMER SERVICE: Customer Service is the ability to cater for the needs of the client by providing excellent customer service without compromise. | Excels at following up with customers to ensure they are fully satisfied Excels in redefining customer service processes to meet the ever-changing needs of customers | 3 |
| DIVERSITY AWARENESS: Diversity Awareness is the understanding that people are different and unique in their particular way and respecting their uniqueness. | Treats everyone the way they wish to be treated and never alienates others Leads in driving positive change and is seen as the spokesperson to promote diversity issues and concerns of others | 3 |
Self Evaluation | |
Self Evaluation Question | Employee Comments |
|---|---|
| PHONE SKILLS: Give an instance you were called by an irate caller and explain how you handled it? Do you typically take charge of the phone calls you make and how do you ensure to have everything under control? | [employee comments] |
| SAFETY AT WORK: Describe a time when an accident happened at work. What caused the accident? What did you do to help those who were involved? If you were chosen to conduct a company's safety audit, how would you go about it? | [employee comments] |
| COOPERATION WITH COLLEAGUES: Are you open to criticism both from management and coworkers? What can your team say concerning your work ethics and manners? | [employee comments] |
| CREATIVITY: Do you encourage your workmates to think creatively and enact the creativity in their daily work? Do you believe you have now the experience to make better decisions in situations where you've done wrong ones? | [employee comments] |
| DEDICATION TO WORK: Do you criticize the company or work hard to give it your level best? Do you seek new opportunities to make you grow or you are not open minded? | [employee comments] |
| HANDLING STRESS: Describe a time when you have had a heavy workload. How did you handle it? Which specific areas in your current department do you find to be the most stressful? | [employee comments] |
| SELF-DISCIPLINE AND SENSE OF DUTY: Is there a time when you were not pleased with the outcome of your goals? If yes, how did you go about it? Describe a time when you have been able to juggle multiple important projects due to your ability to remain self-disciplined. What challenges did you face and how did you overcome them? | [employee comments] |
| BUSINESS ETIQUETTE: Can you think of an instance where you felt you had raised your voice? How did you correct the situation? What efforts are you making to improve your listening skills? | [employee comments] |
| CUSTOMER SERVICE: Is there a time when you were asked a question and you were unable to answer? Did you seek assistance? Are there any instances where you delayed responding to a customer and did you give any explanations for the delay? | [employee comments] |
| DIVERSITY AWARENESS: What efforts are you making to promote professional development courses and forums that enhance diversity? Have you ever made a joke that offended the beliefs of someone else and how did you rectify the situation? | [employee comments] |
Summary |
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Sections 1-4: To be completed by the supervisor Section 5: To be completed by the employee |
1. Exceeds Job Related Expectations |
2. Areas to improve |
3. Goals completed since last performance feedback |
4. Goals for next period |
5. Employee comments |
Signatures | |
| I acknowledge that I discussed this performance feedback with my supervisor. My signature does not mean that I agree or disagree with this appraisal. | |
| Employee: | Date: |
| Supervisor: | Date: |
| Human Resources: | Date: |