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

  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.

Tries to be as comfortable and relaxed as possible before making any telephone call.

Maintains a cool head whenever the person on the line seems arrogant and uncontrollable.

2

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.

Clearly marks a potential safety concern by placing an appropriate visible sign in a place where the potential hazard could occur

Keeps employees informed about injury and illness statistics, safety inspections, and other safety-related issues

2

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.

Concerned with how work scheduling is done to avoid overcrowding some employees

Satisfies both the management's requirements and the company's as well

2

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.

Contains an imaginative personality and always resourceful in times of need

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.

Puts in extra hours to finish work without being asked to do so

Actively seek out opportunities to take on the most demanding and difficult tasks

3

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

Accepts help from trusted friends and family members in order to improve one's ability to manage stress

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.

Creates a list of everything that needs to be accomplished so that one does not lose track of own goals

Looks at the personal obstacles that one has overcome in the past in order to step out and stand up to do the right thing

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.

Shows up on time for meetings, makes efforts to avoid missing meetings and prepares for meetings on time

Avoids criticizing others and accepts that everyone is trying their best

2

CUSTOMER SERVICE: Customer Service is the ability to cater for the needs of the client by providing excellent customer service without compromise.

Seeks assistance from colleagues when faced with a challenging question and avoids giving wrong answers

Explains reasons for delays if it takes more time to find a solution

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

Encourages the implementation of strategies that attract a more diverse pool of applicants for vacant positions

2

Self Evaluation

Self Evaluation Question

Employee Comments

PHONE SKILLS:

Have you ever made a call while drinking or eating? How can you rate the conversation?

How well do you close conversations and do you feel you leave the callers in a satisfied position?

[employee comments]
SAFETY AT WORK:

What are some of the things you have done to improve your safety, that of other employees as well as that of the company?

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?

Do you take delegations from your team leader with the same seriousness as you take one from the manager?

[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 feel unable to accomplish a task even before beginning it?

Are you accountable to your leaders delivering milestones as required?

[employee comments]
HANDLING STRESS:

Describe a time when you have had a heavy workload. How did you handle it?

Describe a time when your project was faced with a situation that was not anticipated. How did you handle it?

[employee comments]
SELF-DISCIPLINE AND SENSE OF DUTY:

Describe a task that required you to remain self-disciplined from the start to the end. How did you manage it?

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:

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 respond to messages promptly and always call back?

[employee comments]
CUSTOMER SERVICE:

Were there any times you came across customers with special needs? How did you assist them?

What efforts are you making to redefine customer service processes to meet the ever-changing needs of customers?

[employee comments]
DIVERSITY AWARENESS:

Have you participated in events that are diversity-related and what efforts are you making to promote them?

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

[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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