Clipboard Health Team Leader, Support Assessment Last Update: May 15, 2024 Welcome to Clipboard Health! A lot of companies say “We do things a little differently”, but our version of a bit differently is the kind that has allowed us to grow at a rate of 700% a year while maintaining profitability in a sector where being “in the red” is often considered an acceptable status quo. To help acclimate you further to our culture, please see a selection of posts on our Company Blog here. The Ideal Team Lead: ● Holds agents accountable for meeting high standards and objective success measures, based on QA feedback and other metrics. ● Dives deep and touches reality to an extreme degree, and will stop at nothing to find the root cause of defects. ● Communicates clearly and effectively, both verbally and in writing. ● Initiates consequence management with a sense of urgency, ensuring any low productivity/cases of poor performance last for a while. We look at how to solve problems in days rather than weeks. ● Provide excellent, valuable, targeted feedback to agents. ● Exhibits technical proficiency by navigating all tools and platforms the Customer Operations organization utilizes. ● Supports and resolves direct report escalations/conflicts. ● 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. You will be evaluated on various competencies, including but not limited to: ● Clarity of thought (detailed answers and insights with specific/ concrete examples) ● Leadership skills (ability to hire and lead a high-performing team, ability to provide feedback, coaching) ● Written communication ● Culture fit (do have a look at our culture and values)
