iRubric: Defining Performance rubric

Understands the clients needs and requests. Will occasionally ask additional questions to discover future needs. Occasionally will show deeper interest in clients business.

Understands and will ask questions to better understand client needs and requests. Will frequently ask additional questions to discover future needs. Shows interest in most clients they interact with.

Understands and will always ask questions and paraphrase to better understand the client needs and requests. Consistently asks additional probing questions to discover future needs. Genuinely interested in every client they interact will.

Displays good understanding of Health and Safety Principles/Knowledge and Use of systems to perform role. Participates in assigned training.

Displays Strong understanding of health and safety principles/knowledge. Strong use of systems used for roles. Actively seeks to continue learning and growth in subject matter. Supports team when needed.

Displays very strong understanding of health and safety principles/knowledge. Expertise in all systems used for the role. Acts as a subject matter expert, focuses on continuous learning and is used as a resource for support and training of other CS agents.

Follows policy and procedures well. Can be flexible and empathetic however will often reach out to colleagues or supervisor for support.

Understands and follows policy very well. Is able to be flexible and empathetic to situations with little assistance from colleagues or supervisors.

Deeply understands and follows policies. Is confidently able to be flexible and empathetic to situations to navigate the grey areas. Will make decisions in real time and follow up with peers and supervisors to gain additional advise afterwards.

Will work with others and provide support when needed. Maintains regular attendance for shifts and communicates when they are unable to fulfill their schedule.

Works well with others and provides support to fellow team members. Can be relied upon to complete regular attendance for shifts and always communicates any planned or unexpected absences. Will help with scheduling challenges due to illness and absences when possible.

Is the ultimate team player, looks for opportunities to work together with all coworkers and actively supports team members with any issues they may have. Excellent attendance record. Plans ahead to give advance notice for absences and always communicates as early as possible and through proper channels allowing coverage to be planned. Can be relied upon to help cover shifting needs of business and goes above and beyond to help the team during scheduling challenges.