Target Profile. Client Name: Client Number: The Omnia Group, Inc

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1 Target Profile Client Name: Client Number: Job Target: Call Center Representative Report Date: :54:59 Dept./Div.: Compatibility Rating: Low Primary Behavioral Col. 8 Rating Summary: This participant scored Low against your target profile. A Low rating occurs when behavioral and/or performance measurements do not fall within your target range. A low also occurs when the primary behavioral column drops below the target range even if all other measurements are in range. Significant management concerns may exist; for more information see the Comparison to Target section. Omnia Target Profile Copyright 2010 JBCaswell & HFLivingstone Tampa, FL

2 COMPARISON TO TARGET Omnia Target Profile Copyright 2010 JBCaswell & HFLivingstone Tampa, FL

3 COMPARISON TO TARGET Columns 1 and 2 should be equal or nearly equal. A higher column 2 describes a cautious individual who enjoys providing a service for others, helping members when they call in with questions regarding your products or services. A call center rep with a tall column 2 is more comfortable contributing to group goals than taking charge of situations by him/herself. These individuals are likely to be supportive of co-workers and members, careful in their approach to work, and content to contribute their assistance from the sidelines. A position requiring reactive behaviors (taking calls, processing paperwork, assisting others) is best filled by a candidate with a tall column 2, but some column 1 is not inappropriate. Column 1 represents a call center rep's ability to show some initiative and a desire to overcome adversity. A respresentative with balanced columns 1 and 2 can be supportive and agreeable when talking to members, but is likely to display a more proactive approach to resolving their concerns. Call center reps with a higher column 1 than 2 should be comfortable upselling and cross-selling your products and services. The applicant may be more outgoing, people-oriented, and talkative than most successful Call Center Representatives. This candidate should be very comfortable interacting with members and communicating with co-workers. He/she should be optimistic in his/her outlook. Individuals with a high column 3 may use enthusiasm and relationship-building skills more than logic and reason when talking to members on the phone. They can diffuse an angry member and diplomatically smooth over sticky situations, but they might not closely evaluate information or seek evidence when making decisions or judgement calls. If column 3 is much higher than column 4 (120 and above) the candidate might lack strong listening skills and could be much more talkative than you would find ideal. He could have difficulty focusing on tasks requiring a solitary effort (paperwork processing, data entry, etc.) An extremely high column 3 (129 and beyond) could signal a tendency to make impossible promises to members. Provide positive recognition and praise to motivate this individual. Omnia Target Profile Copyright 2010 JBCaswell & HFLivingstone Tampa, FL

4 COMPARISON TO TARGET The applicant has a stronger sense of urgency for getting things done than most Call Center Representatives. He/she should be very comfortable with deadlines, able to handle interruptions, and willing to multi-task. This candidate is flexible and adapts quickly to change and new priorities. However, as column 5 increases, so does the person's pace and need for variety at work. Less patient and less comfortable with routine than most successful call center reps, this applicant could have difficulty following through with calls that can't be completed quickly. Someone with an extremely tall column 5 can have problems finishing projects, staying organized, and may soon become frustrated by being tied to a phone and terminal on a daily basis. Encourage the use of organizational tools and software to maximize task focus and follow through. Set short-term goals with regular checkpoints to ensure activities are thoroughly completed. The candidate is more independent and big picture oriented than most successful Call Center Representatives. If column 7 is only slightly taller than the target range, your candidate is probably still comfortable following important operational guidelines. However, the attention to details and strong organizational skills that hallmark most call center reps could be lacking in this individual. This person prefers to have some freedom to improvise (with a tall column 5) or establish his/her own system for handling calls/tasks (with a tall column 6). Having to fit into a highly structured call center environment could be frustrating for this candidate, but you should see a good ability to brush off negative comments spoken or implied by irate members. An extremely high column 7 (129 and above) could signal reluctance to follow established operating procedures and/or a supervisor's input. If you proceed, audit calls and paperwork to ensure accuracy. Hold this individual accountable for following call center guidelines. Once he has proven himself, give him some latitude to self-manage. Omnia Target Profile Copyright 2010 JBCaswell & HFLivingstone Tampa, FL

5 PARTICIPANT'S KEY TRAITS This summary is based on the highest of the 8 columns. This page is ideal for use with employee coaching. Shows a balance of assertiveness and caution. Comfortable showing initiative in relatively safe or familiar situations, and capable of dealing with moderate conflict on his/her own. Not highly aggressive or confrontational, but able to ask for what he/she needs. The type who can make suggestions, but does not want to seem pushy. Generally puts equal priority on team and individual goals. Tends to set realistic objectives and looks for reasonable advancement in career or responsibility. A very outgoing and upbeat individual. Has a strong need to interact with other people; may have to make an extra effort to focus on tasks requiring a solitary effort. Very enthusiastic communication style; tends to use emotion, rather than detailed or technical information, when trying to persuade. Probably a good networker, promoter, and motivator, as well as a better speaker than listener. Has a strong need to project and maintain a favorable image. Not naturally technically-minded or analytical; relies primarily upon instincts when evaluating situations/devising strategies. Appreciates public praise. A relatively fast-paced individual who prefers variety and change to routine and repetition. Can handle some time-consuming tasks, but may need to break each down into a series of short-term goals in order to gain a sense of accomplishment. Strives to get things done quickly; should be comfortable with pressing deadlines, new priorities, and change. More likely to stay motivated when handling multiple responsibilities than when having to focus on and finish one thing at a time. Routine and repetition will eventually frustrate this person. Very independent decision-maker who likes doing things his/her way. Not necessarily a rules-bender, but does not want to feel controlled. Has a strong preference for general guidelines as opposed to strict, explicit rules. May be good at envisioning new ways for reaching goals. Need for regular management guidance is likely to be low unless he/she has a significant lack of knowledge about a particular situation. Deals relatively well with criticism. Much more concerned about results than processes; not naturally attentive to details or organized. May have to make an extra effort to maintain quality and motivation when handling tasks such as paper/processing work. Prefers an informal/unstructured work environment. Omnia Target Profile Copyright 2010 JBCaswell & HFLivingstone Tampa, FL

6 MANAGEMENT INSIGHT According to the needs you have identified for the named position above, the following Target Profile Pattern Analysis provides an overview of the behavioral characteristics to look for in a candidate for this job. Communication Style: Straightforward, professional, serious, and direct. Can express ideas and information in a clear manner but should not have a strong need to socialize. These people strive to be polite and courteous, but they are generally reserved, especially when talking to people they don't know well. Better listeners than talkers, they should be willing to respond to member questions in a helpful manner but do not thrive on social contact. Strengths: A concern for meeting the expectations of his/her employer, a willingness to abide by the credit union's operational guidelines, an ability to focus on the task at hand, and an ability to deal with the repetitive nature of phone work. These call center reps should be good listeners and excellent troubleshooters; they can patiently assess members' concerns and find the most practical and resourceful ways to satisfy them. They should be able to remain accurate in data entry and organized in their work. Other strengths include good follow-up skills and the willingness to provide a service for others. Possible Weaknesses: Could be uncomfortable making important decisions in unfamiliar situations, could be defensive or sensitive to criticism, and may have some difficulty relating to very confrontational or outgoing people. Could be unwilling to bend the rules, even when a particular situation calls for improvisation. Could need more assistance with "gray areas" than a busy supervisor might be able to provide. These applicants may have difficulty confronting irate members and holding their ground. May have difficulty changing gears, accommodating sudden increases in the workflow, improvising and multi-tasking. Might resist upselling/cross-selling once an order is taken. Preferred Pace: Moderate to slow. These individuals should be able to gear up for deadlines they know about in advance and handle an occasional increase in the workflow during busy days, but in general there is more concern for handling calls thoroughly than quickly. Attention to Detail: Good to excellent. These people should be inclined to check their work for mistakes if accuracy is at all suspect. They should remain organized when entering data and should strive to maintain accurate systems on all items that need handling. Omnia Target Profile Copyright 2010 JBCaswell & HFLivingstone Tampa, FL

7 MANAGEMENT INSIGHT According to the needs you have identified for the named position above, the following Target Profile Pattern Analysis provides an overview of the behavioral characteristics to look for in a candidate for this job. Motivators: Being able to contribute towards the efforts of a team, having specific procedures to follow when handling new assignments or providing guidance on new credit union services, receiving task-relevant feedback about the work being done, and knowing exactly what is expected of them. These people should enjoy having the opportunity to solve member problems/concerns. They like to have advance notice of pending deadlines, time to pace themselves. They welcome ongoing, factual, task-relevant, and objective feedback. De-Motivators: Having to complete an unfamiliar project without receiving input on how it is to be done. Being told to finish a task without having the opportunity to check the work. Receiving criticism or very personal praise in public; being put in the spotlight. Being made to feel that the quality/precision of their work is unimportant. Having to deal with confrontational or very outgoing individuals on a regular basis. Feeling that management is unavailable to answer questions or provide feedback. Best Way to Manage: Provide clear expectations, regular and task-relevant feedback, frequent reassurance, advance notice of pending deadlines. Introduce changes (in procedures, systems, etc.), criticism, or quality issues gradually and quietly. They prefer to hear specific and factual comments on their performance, rather than flowery, personal, or generalized praise. Omnia Target Profile Copyright 2010 JBCaswell & HFLivingstone Tampa, FL

8 SUGGESTED INTERVIEW QUESTIONS The following behaviorally-based questions are a possible supplemental interview tool we provide to help you better interview this candidate. They are not a substitute for a standard set of interview questions you ask all candidates but can provide additional, helpful information. Beginning with the moment you take the call, what steps do you take to assess the customer's need? Describe your ideal team of co-workers. How did co-workers at your last job compare to your ideal? In which of your previous jobs did you feel most highly motivated? Why? Talk about how you are able to be thorough when servicing customers and give example of times you went the extra mile to be accurate. Talk about the last time you felt impatient with a customer who was slow to understand your explanations. What are examples of things you would never do or talk about in the workplace? Why not? Omnia Target Profile Copyright 2010 JBCaswell & HFLivingstone Tampa, FL

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