Supervisors and Manager Competencies

Manage People and Processes

Prioritize work and ensure resources are applied productively Work within a budget Establish clear, challenging and realistic performance goals and standards for the

team Measure and coach direct reports on progress relative to goals and targets Spend sufficient time observing others on the job performance Provide timely feedback that is specific and behaviorally based to improve short

term and long term performance Analyze the causes of poor performance before determining best courses of action Listen to direct reports ideas and perspectives Demonstrate flexibility and creativity by adjusting team priorities as needed

Run the Business

Know the business and keep up with changes Understand the principles that drive the business Have a general overall knowledge of systems, products, processes, measurements

and reporting Understand volume management Identify routine schedule and staffing problems and take appropriate action Build and maintain technical proficiency as needed Drive accountability for results and deal with poor performance directly and

quickly Demonstrate a willingness to work along side associates Have a working knowledge of products and services Ensure the constant measurement, assessment, and improvement of all business

processes Solve business problems in a systematic way based on data and relevant business

criteria Select and hire staff

Recruiting, Interviewing, Hiring Decisions

Identify behavior/skills needed to be successful in the position and translate that into interview questions

Use appropriate questions to gain in-depth information about the candidate to assess the candidates capabilities

Ask open ended questions; the candidate should do most of the talking Determine if the person is skilled enough for the position Does the person have the tangible and intangible skills? Assist in the recruitment process

Establish start dates and back dates to start sourcing Understand the new hire process to answer questions Effectively select and hire staff Work with training to set expectations for timing of training Know what questions not to ask or that are illegal such as age, sexual preference,

personal questions or inappropriate questions

Managing Logistics of New Hire Set Up

Understand systems and how to get applications, forms ECT. Check list for each new hire Include key stakeholders: HR, IS, Operations

Team Meetings

Keep meetings as scheduled as much as possible Control the time Have an agenda prepared Delegate/rotate duties across team members Encourage input from all members and take advantage of contrarian views

One on One meetings

Time management: be there when you say; keep full time available Prepare in advance Set priorities Nurture working relationships through these meetings Foster open communication and be approachable Solicit opinions Set expectations

Develops People

Ensure that direct reports have a clear understanding of their responsibilities and the tools/resources to do the job

Develop staff by call reviews, on the job training, projects and coaching Create a climate of collaboration by communicating and reinforcing the value of

teamwork and sharing ideas Build business partner relationships where necessary Keep the boss informed on a timely basis about developments and progress Encourage input on decisions Deal openly and honestly with conflict to resolve in a constructive manner Recognize and reward performance Be specific; be focused on results Goals for team members must be measurable, attainable, relevant and time based Delegate meaningful work (if appropriate)

Assessing Staff

Monitor job performance Provide constructive feedback Match job responsibilities to learning accomplishments Acknowledge and reinforce strengths of individual Determine goals to be accomplished Clearly define the goal and the work that needs to be done to complete the goal Set up measurement plan to track goals Measure performance against established goals Schedule regular feedback sessions

o State the purpose of the feedbacko Give an opportunity for responseo Summarize and express support

Coaching and mentoring

Plan the development of team members Provide timely feedback Deliver difficult messages Identify individuals strengths and utilize this for the betterment of the team Assign people to tasks that will develop new skills

Addressing Poor Performance

State the performance shortfall in specific behavioral terms Be direct Determine the cause Accept the emotion behind the defense Restate the shortfall Develop a joint action plan for improvement Establish a firm progression if problem continues (i.e. verbal, written notice,

possible termination) Involve and update resources : Boss, HR Follow-up and reinforce progress

Giving Reviews/Writing Reviews

Utilize the HR format Provide Measurable assessment based on established goals and standards Avoid vague terms like attitude Base judgments on facts and tangible criteria Write in concise and understandable sentences Be direct, honest and forthright

Process Management

Scope project requirements against time and other contingencies Monitor progress towards a goal and make adjustments when necessary Assess the potential for risk Prioritize workload Handle tasks and assignments based on priority

Project Management

Definition phaseo State the project o Develop objectives o Develop work breakdown structureo Identify resource requirements

Planning Phaseo Assign responsibilityo Sequence deliverableso Schedule deliverableso Schedule resourceso Protect the Plan

Implementation Phaseo Start to implemento Monitor projecto Modify projecto Closeout and evaluate

Technical Capability

Demonstrate strong personal computing skills Have a working knowledge of TMP systems functionality Utilize an in-depth understanding of the systems and technologies related to the

job Use appropriate applications and tools effectively and efficiently

Inventory Control

Set Standards on work completion Know your inventory and do not allow it to become out of control (case load) Ask for help when needed Compile a staff back up plan for when inventory is not to be completed in

standard Be creative

Problem resolution

Take personal responsibility for solving a problem or finding a resource that can Clearly communicate verbal and written departmental goals Speak clearly and express well in both group and one on one conversations Convey information clearly and concisely Provide timely updates to staff Identify information needs Effectively utilize various mediums such as voice mail, email, IM, memos and

letters Seek and accept feedback on your performance Accept accountability for your progress and self development

Commitment and Credibility

Set high standards and display a commitment to excellence Respond to challenging situations with a positive, can do attitude Communicate confidence, competency and dedication that inspires trust Be honest and forthright Be willing to go above and beyond to achieve desired results

Customer Focus

Understand the customers issues and needs See the customers perspective Convey a sense of availability and responsiveness Emphasize a high priority on customer satisfaction

Organized Work Style

Prioritize work load based on business needs Manage multiple tasks successfully Leverage resources and tools to improve business processes Correctly allocate time

Teamwork

Share information and expertise with others Keep commitments and take responsibility for actions Back up team members and support them Take input from others and give credit to others

Being a Leader

Be a role model who motivates and drives people to be their best Portray professionalism with a positive attitude

Support your team and provide direction Maintain composure when things go wrong

Utilize Resources

Use staff and their talents effectively Don’t be a hero, get your boss involved if needed Use HR, IT and other internal customers to deal with issues that they should help

you with Use experts knowledge and capabilities

Delegating

Use delegation to teach and involve your team Delegate anything and everything you can; this will free you up to work on goals

and continuous improvement of the unit Delegate even if you can do it better than your staff; unless it is critical and a

client priority; use your best judgment Develop two way trust with your team members

Handling Stress

Do not let your job consume you; deep breaths It will always look better the next morning; get a good nights sleep Exercise regularly to release daily stress Talk about issues effecting you with others Relax, most internal crisis’s are self induced and never materialize Use stress to your advantage to complete your goals

Time Management

Clarify your goals Plan and schedule your tasks and goals Sort out priorities Handle interruptions Delegate whenever possible; more than you think you can Be organized: avoid desk clutter, bad filing and excess paperwork; don’t save

things you can get online or elsewhere Handles things only once Improve upon concentration and reduce stress

Daily Planning

Determine priorities; what is most important Do it now! Don’t put off important issues to do the easy ones first Make each day one of accomplishment

Short Term Planning

Make a to do list with everything you need to do in the next four weeks Write down ideas and goals; you will see these every day in writing and it will

help you achieve them Record your flashes of brilliance

Long Term Planning

Use a calendar, a date book or a series of files by months to keep reminders that are upcoming in the future (beyond 4 weeks)

Go through the monthly file at a scheduled time each month If the goals are in writing, you have a better chance of achieving them