Use this step by step explanation to craft a good employee performance feedback review for a switchboard operator. Find the right words with quality phrases.

A Switchboard Operator is liable for operating the telephone business systems or switchboards to relay incoming, outgoing and interoffice calls as well as supply information to callers and record messages.

The job duties for this role are operating communication systems like the telephone, switchboard, intercom, two-way radio or public address, answering incoming calls, greeting callers, providing information, transferring calls and/or taking messages as required, placing the phone or arranging conference calls as needed, relaying and routing written and verbal messages, placing telephone calls or arranging conference calls as instructed, routing emergency calls appropriately, monitoring the alarm systems in order to ensure that secure conditions are maintained.

Employee Performance Review Sample

Employee's Name: Title:
Review Period: __/__/__ to __/__/__ Employee SSN:
Work Location: Supervisor's Name:

Instructions

  1. Rating: Rate the employee against the core skills based on how well he/she demonstrates each skill. Give scores 1, 2, or 3 for each rating depending on the employee's performance.
  2. Comments: Use this area to give examples of employee's performance phrases. The phrases should describe how well an employee has performed on previously set goals based on the given core skill.
  3. Summary: Use this section to give a summary of the employee's strengths and areas for improvement or development. Recommend a step increase for an employee who has met the expectations and performance improvement plans for one who doesn't meet expectations.
  4. Human Resources Review: Human resources manager must examine and indicate whether he/she concurs with the evaluation and comments. If the manager agrees, then he/she must sign the evaluation form. If he/she doesn't concur, then he/she must provide reasons explaining why this is so.
  5. Signatures: Sign the evaluation form and give it to the employee to go through and answer the Self Evaluation Questions. Ask him/her to sign and date the evaluation form before giving it back to the human resources for filing.

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.

Takes charge of the telephone conversation when making the call first.

Mirrors back some of the words spoken by the other person and shows a good attention skill.

2

CRITICAL THINKING: Critical Thinking is the ability to think clearly and rationally while understanding the logical connection between ideas in a reflective and independent thinking.

Uses strategic approachability and skill when it comes to solving issues.

Shows great flexibility when it comes to changing strategies and tact while dealing with different problems.

2

APPRAISAL AND EVALUATION SKILLS: Appraisal and Evaluation Skills are services that allow employers to assess their employees? contributions to the organization for the period they have been working with them.

Uses the evaluation feedback to motivate and encourage employees to better their skills

Highly receptive to coaching and managerial feedback on the overall assessment

2

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.

Always ready to jump in and get the project done as expected

Never says ?I can't? when any project is released even the tough, challenging ones

2

ADAPTABILITY: Adaptability is the ability to cope with and adapt to unexpected situations in any environment and staying connected with a great attitude.

Incorporates feedback effectively and deals positively with praises and criticism

Shifts attention to a client entering the facility even though immersed in detailed task

2

HANDLING STRESS: Handling Stress is the skill to balance the requirements of the job and your abilities or available resources in performing it.

Takes one's annual leave each year and makes sure that one has a proper break from work

Meditates regularly in order to control the thoughts that can trigger stress at work

2

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.

Minimizes stress by getting enough sleep and practicing self-care activities in order to improve one's own overall health and increase productivity

Refrains from making an ethical decision without first learning the rules; asks own bosses for help before jumping into uncertain situations

2

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.

Maintains a neutral tone when disagreeing with what others are saying

Shows respect, politeness, and confidence when interacting with others and avoids gossiping

2

DIVERSITY AWARENESS: Diversity Awareness is the understanding that people are different and unique in their particular way and respecting their uniqueness.

Shows willingness to promote the implementation of new diversity initiatives

Shows willingness to accept feedback, learn, and listen to concerns of others

2

SCHEDULING: Scheduling is creating daily workflow charts that the employees are supposed to follow when working and submitting their projects.

Makes enough effort to create effective and reliable project schedules

Spends half of the available time engaging in activities and thoughts that produce most of the results

2

Self Evaluation

Self Evaluation Question

Employee Comments

PHONE SKILLS:

How do you handle irate and upset callers during a phone conversation?

What is the best solution you have ever given to someone over the phone and was the caller satisfied?

[employee comments]
CRITICAL THINKING:

How well do you research and gather facts and information before solving an issue?

Do you usually look at issues in a one-sided manner or at different angles?

[employee comments]
APPRAISAL AND EVALUATION SKILLS:

Do you encourage and motivate or do you discourage others?

Do you concentrate so much on the negative and forget the positives?

[employee comments]
DEDICATION TO WORK:

Do you show up daily for work or you give excuses to be absent?

Do you agree with your supervisors view on areas you need to change?

[employee comments]
ADAPTABILITY:

If you were given a new project to lead without prior knowledge, what steps would you take to tackle it?

Give a situation where you had to present to a group of clients with little or no preparation. What challenges did you face?

[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:

What are some of the challenges that you have faced when trying to accomplish your goals? Give specific examples

Describe a time when you have been able to overcome a significant problem on an important project. How did you go about it?

[employee comments]
BUSINESS ETIQUETTE:

How often do you encourage others to stand up when shaking hands or meeting new people?

What efforts are you making to improve your listening skills?

[employee comments]
DIVERSITY AWARENESS:

What efforts are you making to promote professional development courses and forums that enhance diversity?

Can you think of a situation where you failed to accept diverse views? How did you correct the situation?

[employee comments]
SCHEDULING:

What are you doing to create a balance between quality and quantity when scheduling tasks?

How often do you create a routine to get repetitive tasks done more efficiently?

[employee comments]

Summary

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:

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