Laurent exceeded performance expectations in his role as a job team manager over the evaluation period. He improved in completing 1-1 meetings on time, achieved an absence rate below 3%, and increased the first call resolution rate in the last quarter. While the SSAT metric remained largely unchanged, Laurent introduced new initiatives to engage his team and drive performance that showed promise before the market ramp-down cut things short. Overall, the manager was pleased with Laurent's progress in adapting to his new management role and developing his skills over the course of the year.

1. Dolivet, Laurent
Concentrix Annual Year Performance Evaluation 2016
1/1/16 to 8/31/16
Document Status Document shared with worker
Evaluated By Eeles - Willettes, Victoria
Employment Details
Position Job Team Manager
Location GB-BEL-LANYO-00 Department 0101-OPERATIONS-DIR
Manager Eeles - Willettes, Victoria
Overall Summary
Worker Manager
Overall Rating 4 - Exceeds Performance
Comments Final year review
Laurent took on board most
points listed below and actively
began to implement such points
and learnings from first half of the
year.
Mid-Year Review
Laurent comments:
- Has enjoyed gaining better
understanding on how the
company works e.g. challenges /
how we work with the client -
found this exp. valuable
- Has liked the improvements in
Specialists engagement and liked
working on the plan.
- Proud of bringing survey monkey
in to the wider team and mostly
been able to follow priorities he
set out in may for himself.

2. Focuses on mind mapping
- Has found the shift from Agent
>TM most rewarding thing he has
done in past year - getting the
relationship right with his agents
has be good whereby there is a
sense of real mutual respect.
- Liked his development so far and
working with other TMs plus the
client interaction he has
- Likes initiating projects to benefit
the contract
- Talked about individuals and
stages of performance
management – feels comfortable
putting people on PIPs because
he has a good understanding of
where they are
- Main barrier is time constraints in
the fast paced environment on the
contract
- Laurent recognises he has
improvements to be made in
terms of his own time
management. Struggles with 1:1's
formal meetings and performance
catch-ups, yes there are times
where these will be difficult to
meet but something to work on for
himself as well. Keen to continue
using resources available to him
e.g. ER to help close things off
quicker.
- Will also continue to look at his
own working processes and their
efficiency.
Victoria Comments:
• Agree with all points
above as in
discussion in meeting
– it's been really
exciting to watch

3. Laurent's journey
over the past few
months as a new
Manager on the
contract.
• I believe that Laurent
meets most of the
cultural attributes but
most especially "We
have high integrity
with exemplary
character" in contrast
to what he thinks. I
do believe although
he may get things
wrong sometimes, his
intention is always
very good and he has
a lovely character
that is both extremely
professional and
approachable.
• I'd like Laurent to
branch a little further
away from the French
Team and get to
know how the other
teams on the floor he
is responsible for
work a little better
especially with Ramp
upon us.
• I think it is a fair point
he makes in terms of
his on time
management – this
always takes time
when still adapting to
the TM position so
good that it is an area
he recognises as one
for continuous
improvement.
• Also – have set
Laurent the challenge
to take control of
some tech situations
when Supervisor not
present to test him a
little further and give
him more experience
in directing his own
wider team of
colleagues.

4. • On the whole, very
happy with Laurent
and the progress he
has made over the
last few months and
where he has taken
his team and from
with his initiatives and
projects. Continue
doing what he is
doing because it's
working. Also, to not
be afraid to reach out
and ask for support if
needed or if he feels
pressured by myself
or other sources.
• Finally, I would agree
that Laurent is a
"Solid Contributor"
and standing at a
performance ranking
of 3. I believe the
next 6 months where
he gains further
experience in the role
and works on his
development areas
will see him surpass
this level.
Goals
Worker Manager
Comments
1:1 Completion - 100%
Description 1:1 Completion - 100%
Success Criteria Laurent became efficient in last quarter of year
completing 1:1s in a timely fashion to an excellent
standard.

5. Start Date 5/1/16 Priority Medium
Status Completed Completion Percentage 100
Target Completion Date 7/31/16 Actual Completion Date 12/31/16
Level Category Other
Related Link
Comments
Weight 25 %
Worker Manager
Comments Improved work in getting
these closed of early
following month in latter half
of year. Stimulated great
discussions with his agents
and completed to high
standard.
Absence - 4% or less
Description Absence - 4% or less
Success Criteria
Laurent achieved this metric and on the whole had
excellent absence rates which were below 3% for the
entire year.
Start Date 5/1/16 Priority Medium
Status Completed Completion Percentage 100
Target Completion Date 7/31/16 Actual Completion Date 12/31/16
Level Category Revenue
Related Link
Comments
Weight 25 %

6. Worker Manager
Comments Absence rate <3% for most
of year - great work here.
FCR - 88%
Description FCR - 88%
Success Criteria FCR improved in laster quarter of the year due to focus
from Laurent on reducing small errors by his team and
driving future needs.
Start Date 5/1/16 Priority Medium
Status Completed Completion Percentage 100
Target Completion Date 7/31/16 Actual Completion Date 12/31/16
Level Category Other
Related Link
Comments
Weight 25 %
Worker Manager
Comments Strong FCR that began to
climb back up to target at
end of year despite news of
ramp-down.
Personal Goal
Description Laurent to go back to basics with his new team and drive overall team
responsibility.

7. Success Criteria Laurent did well in these area, driving new self-
responsibility ideas back to his Specialists. Ramp-down
of FR Market in December prevented continuation of
this.
Start Date 5/16/16 Priority Medium
Status Completed Completion Percentage 100
Target Completion Date 7/31/16 Actual Completion Date 12/31/16
Level Target Category Skill
Related Link
Comments
MAY >Team adapt well to being managed more
strongly by predecessor. Laurent works hard with
individuals to show them what he expects from
them but also what they can expect from him. He
did encounter push back but has worked with
these individuals by creating an Action Plan for
all.
JUNE >Continues with the same theme of
managing strongly - creates visual tools for the
Specialists so they can track their results and
therefore have much more visibility of their
overall performance. Still has a little bit of
pushback from some team members but seeing
this reduce a lot more. Also introduces the idea
of managing Specialists behaviours and this will
be embraced by the full team of managers in the
near future.
Weight 0 %
Worker Manager
Comments Laurent continued to
develop as a stronger TM

8. throughout the year and took
personal commitments in his
own one to ones to improve
focus areas for himself e.g.
quicker performance
management and managing
his own time management.
SSAT - 61%
Description FR SSAT - 61%
Success Criteria SSAT remained static throughout the year and was one
metric that made only marginal improvements. Partly
due to market impacts but also poor efforts from team in
regards to embracing quality expectations.
Laurent managed this metric better towards the end of
the quarter especially when the FR team split into Sales
and Service so he could purely focus on Service. He
began to introduce some creative elements which
could have driven improvements if there had more time
to complete and no ramp-down.
Start Date 5/1/16 Priority Medium
Status Completed Completion Percentage 100
Target Completion Date 7/31/16 Actual Completion Date 12/31/16
Level Target Category Customer satisfaction
Related Link
Comments
Weight 25 %
Worker Manager
Comments Area that remained static
throughout the year. Some
improvements towards the
end when ramp-down was
announced.

9. Signatures
Worker Date
Manager Date