Key Responsibility Areas (KRA) & Key Performance Indicators (KPI) for Do (Duty Officer) Supervisor Job Description
1. Team Management
KRA: Overseeing and guiding the team to ensure smooth operations and adherence to protocols.
Short Description: Managing team dynamics and performance.
- 1. Team productivity rate
- 2. Employee satisfaction score
- 3. Average response time to incidents
- 4. Training completion rate
2. Incident Response Coordination
KRA: Coordinating responses to incidents promptly and effectively.
Short Description: Ensuring timely and efficient incident resolution.
- 1. Incident resolution time
- 2. Incident escalation rate
- 3. Customer satisfaction post-incident
- 4. Adherence to incident response protocols
3. Communication and Reporting
KRA: Maintaining clear communication channels and preparing accurate reports.
Short Description: Effective communication and reporting practices.
- 1. Timeliness of reporting
- 2. Accuracy of reported data
- 3. Feedback on communication clarity
- 4. Utilization of communication tools
4. Resource Allocation
KRA: Optimizing resource allocation for efficient operations.
Short Description: Strategic allocation of resources.
- 1. Resource utilization efficiency
- 2. Cost-effectiveness of resource allocation
- 3. Adherence to budget constraints
- 4. Resource availability for critical incidents
5. Compliance and Quality Assurance
KRA: Ensuring compliance with regulations and maintaining service quality.
Short Description: Regulatory compliance and quality standards adherence.
- 1. Compliance audit results
- 2. Quality assurance scores
- 3. Corrective action response time
- 4. Training on compliance updates completion rate
6. Continuous Improvement Initiatives
KRA: Driving continuous improvement projects and initiatives.
Short Description: Fostering a culture of innovation and improvement.
- 1. Implementation of improvement ideas
- 2. Employee engagement in improvement projects
- 3. Impact of improvements on operational efficiency
- 4. Feedback on improvement initiatives
7. Performance Evaluation and Feedback
KRA: Conducting performance evaluations and providing constructive feedback.
Short Description: Monitoring and enhancing team performance.
- 1. Employee performance ratings
- 2. Feedback response rate
- 3. Employee development plan completion rate
- 4. Improvement in team performance metrics
8. Stakeholder Engagement
KRA: Engaging with stakeholders to address concerns and foster relationships.
Short Description: Building positive stakeholder relationships.
- 1. Stakeholder satisfaction survey results
- 2. Stakeholder feedback incorporation rate
- 3. Stakeholder retention rate
- 4. Stakeholder referrals generated
9. Emergency Response Preparedness
KRA: Ensuring preparedness and effectiveness in emergency response scenarios.
Short Description: Emergency response planning and readiness.
- 1. Emergency drill participation rate
- 2. Emergency response time in drills
- 3. Adherence to emergency protocols
- 4. Emergency preparedness assessment scores
10. Leadership and Development
KRA: Providing leadership guidance and fostering team development.
Short Description: Nurturing leadership skills and team growth.
- 1. Employee promotion rate
- 2. Leadership training completion rate
- 3. Team morale and engagement levels
- 4. Succession planning effectiveness
