We are a culture that embraces writing, and we firmly believe that writing is thinking. To help us get to know you and your thinking, we have compiled a sampling of support tickets and would like you to dive into them to understand the performance of the agents included. After you’ve had a chance to review it Write a document that answers the following questions: ● How would you grade the performance of the individual agents? Why? ● Create a Google sheet and link it to your document. ● Grade tickets individually and add an overall grade for each agent. ● Explain your grading rubric. ● Use a numeric grading scale. ● If you were the manager, which two agents would identify as low performers and why? ● You have a limited amount of time in a week, how would you prioritize your time with these two agents? ● Write personalized feedback to those two agents. (Write personalized emails and link it to your document) ● What would be your plan to improve the performance of those two agents? At Clipboard Health, we expect plans to have numbers/metrics, dates, and specific action items. Plans that do not include metrics and dates are not considered to be quality, valuable plans. Additionally, we commonly see managers trying to use what is sometimes called a “compliment sandwich” when giving feedback (compliment, critique, followed by another compliment). As the blog posts we shared above emphasize, we value direct feedback and encourage you to relish discomfort when sharing it. Be direct, exude clarity, and state your expectations.