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Performance Metrics Program
Performance Metrics Program
A program for Team Leads to support their team's KPIs.
Customer service agent KPIs are important to gauge the level of service provided for customers. With this in mind, team leads are expected to support their agents to meet or exceed KPI targets.
This 6-day weekly program is designed to help team leads develop the skills needed to analyze data and support their agent’s performance with confidence.
I served as the program manager for this project and directed a team of people to develop eLearnings and slide decks with activities to develop the skills Team Leads need to improve their team’s metrics.
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Details
Details
Type: Blended Workshop Program
Made for: Wise CS Operations
Date: March 2024
Tools
Tools
Google Slides
Figma
Absorb
Skills
Skills
Project Management
Workshop & eLearning Development
Graphic Design
The Design Process
The Design Process
Initial Design
Initial Design
I collaborated with CS Operations stakeholders to define the project scope and objectives, compiling the learning goals, modality, and length of each part of the program within a design document.
Outlining
Outlining
After defining the program objectives, I used the Action Mapping framework to brainstorm the modality and content of the workshops. Following this, each eLearning and slide deck was outlined using the 4Cs framework for others to use during the development stage.
Development
Development
Finally, using my outlines my team split into squads to split the work of each module. I developed some slide decks and had final approval of all deliverables that made up the project.
The Final Product
The Final Product
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