Use this sample and step by step explanation to craft a meaningful 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.

Answers the calls with a negative, low, and unwelcoming tone.

Puts callers on hold and unholds them in an unprofessional way.

1

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.

Makes sure that flammable trash such as oils, paper, and dry wood is disposed daily

Regularly checks all tools and equipment in order to make sure that they are well maintained and safe to use

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.

Does not share critical information with co-workers because of fear of marginalization

Shows a dislike of working with others on any given project

1

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.

Very rigid with the old ideas refusing to give them for new solutions

Very comfortable thinking inside the box and rarely challenges assumptions

1

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

Focuses on innovating new ideas on how to do more tasks easily

2

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

Speaks up diplomatically and calmly if one has too much to handle

Makes to-do lists, prioritizes one's tasks and schedules enough time to complete each task in order to avoid stress from piled-up tasks

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.

Blames others for own unfortunate decisions and actions rather than accepting responsibility for own behavior

Allows oneself to be distracted by family issues at work thus lacks morale or motivation needed to accomplish own tasks

1

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 late for meetings, rarely prepares for meetings, and misses most meetings

Remains seated when being introduced to new people and when shaking hands

1

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

Uses inflammatory language towards difficult customers and argues with objecting customers

Demonstrates insufficient knowledge of company products and does not bother to stay updated with changes to products

1

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

Often makes jokes that are offensive to others and is disrespectful to people with diverse views

Rarely participates in events that are diversity-related and makes little efforts to promote them

1

Self Evaluation

Self Evaluation Question

Employee Comments

PHONE SKILLS:

Have you ever interrupted someone while talking over the phone? How did the conversation turn out?

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

[employee comments]
SAFETY AT WORK:

How often do you organize safety training programs for your employees? How has this helped the employees and the company at large?

Is there a time when you have had to deal with an employee who repeatedly ignored the company's safety instructions? What did you do?

[employee comments]
COOPERATION WITH COLLEAGUES:

Are you willing to reconcile when a conflict occurs in the workplace?

Do you deserve a promotion gauging from the work you have done as a team?

[employee comments]
CREATIVITY:

Do you encourage your workmates to think creatively and enact the creativity in their daily work?

Are you motivated to do better every time you give a workable solution to a challenge?

[employee comments]
DEDICATION TO WORK:

Are you available to do what is expected of you within a set timeline?

Do you give your very best in a group setting or you sit back and allow others to do your work?

[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?

How do you schedule your tasks and activities for the day in order to remain focused and motivated to accomplish them?

[employee comments]
BUSINESS ETIQUETTE:

Are you making any efforts to build and nurture relationships and do you create time to meet people?

What steps do you take to ensure a conversation runs smoothly even when disagreeing with what others are saying?

[employee comments]
CUSTOMER SERVICE:

Are there any instances where customers asked irrelevant questions? How did you handle such customers?

What efforts are you making to gain more understanding about company products?

[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

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: