Name:

Line Manager
Date

Team Manager Weekly Pack

KPI Metric Target Actual Variance Target This Week
Average Revenue Generated
Sales SPH
Sale Conversion
Hours
Productivity Timekeeping/Adherence
Unplanned Absence
Quality
Quality/Compliance/Customer

Weekly 121 Summary (TM to add summary here)

Performance/Non Sales feedback Quality/Compliance/Risk Alerts/Complaints

Productivity – Hours, Attendance, Attrition Campaign Key Focus areas

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Follow Up Action from previous 121
Previous actions from coaching and 121 sessions - what has been achieved – Operating Routine Feedback

What were the Successes? What were the Challenges?

What went well? What improved? What could have gone better? What could I have changed to improve?

Agreed Actions & Targets

What SPECIFICALLY will you do differently to achieve your goals? SMART Objective

Support Required:
What do you need to help you achieve your goals?

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Document the Conversation below (CM) TM Comments:

Signature: Date: TM Signature: Date:

Summary of Discussion

Mid-Week Catch up (Where am I, include too date targets)

KPI Metric Target Actual Variance Comments
Average Revenue Generated
Sales SPH
DMC Conversion
Hours
Productivity Timekeeping/Adherence
Unplanned Absence
Quality
Quality/Compliance/Customer

Notes:

Signature: Date: TM Signature: Date:

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Weekly Variation Management, complete on the first day of the week, identify the opportunity area and track actions and improvements

Previous Previous
RAG Previous
Week Week Day 1 Day 2 Day 3 Day 4 Day 5
Agent Status Week Actions
Sales % to % to target % to target % to target % to target % to target
Revenue
Volume target

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Weekly Coaching Plan

EOW
Agent Name Area of Focus This Week's Objective Daily Target WTD Target Day 1 Day 2 Day 3 Day 4 Day 5
Performance
1


2


3


4


5


6


7


8


9


10


11


12


13


14

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Weekly Quality/Compliance
KPI Current Week Previous Week RAG Status Previous Month
Quality/Compliance
Complaints

Agent Name RAG Reason Action Completed

Performance Summary

Signature: Date: TM Signature: Date:

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