Do Supervisor KRA/KPI

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