Key Responsibility Areas (KRA) & Key Performance Indicators (KPI) for Server Trainer
1. Training Program Development
KRA: Developing comprehensive training programs for server staff to enhance their skills and knowledge.
Short Description: Design and implement training initiatives for servers.
- KPI 1: Number of training modules created per quarter.
- KPI 2: Training program completion rate among servers.
- KPI 3: Improvement in server performance post-training.
- KPI 4: Feedback ratings on training effectiveness from servers.
2. Performance Evaluation
KRA: Conducting regular performance evaluations to assess server competencies and identify areas for improvement.
Short Description: Evaluate server performance and provide feedback.
- KPI 1: Frequency of performance evaluations conducted per month.
- KPI 2: Percentage of servers meeting performance targets.
- KPI 3: Average time taken to provide performance feedback to servers.
- KPI 4: Implementation rate of improvement plans based on evaluations.
3. Customer Satisfaction Enhancement
KRA: Implement strategies to enhance customer satisfaction through server interactions and service quality.
Short Description: Improve customer experience through server interactions.
- KPI 1: Customer satisfaction scores related to server interactions.
- KPI 2: Number of customer complaints related to server service.
- KPI 3: Average wait time for customers to be served by servers.
- KPI 4: Increase in positive reviews mentioning server performance.
4. Training Effectiveness Assessment
KRA: Assessing the effectiveness of training programs through post-training evaluations and performance monitoring.
Short Description: Measure the impact of training on server performance.
- KPI 1: Improvement in server knowledge and skills post-training.
- KPI 2: Application rate of training learnings in server tasks.
- KPI 3: Reduction in errors or incidents post-training implementation.
- KPI 4: Employee satisfaction with the training received.
5. Team Communication Improvement
KRA: Implement strategies to improve communication within the server team for better coordination and efficiency.
Short Description: Enhance team communication and collaboration.
- KPI 1: Increase in team meeting participation and engagement.
- KPI 2: Reduction in miscommunication-related errors during service.
- KPI 3: Feedback on team communication effectiveness from servers.
- KPI 4: Implementation rate of communication improvement initiatives.
6. Upselling and Cross-Selling Training
KRA: Provide training on upselling and cross-selling techniques to servers to boost revenue and enhance customer experience.
Short Description: Train servers on effective sales techniques.
- KPI 1: Increase in upselling/cross-selling revenue per server after training.
- KPI 2: Percentage of servers successfully implementing upselling strategies.
- KPI 3: Customer feedback on the effectiveness of upselling interactions.
- KPI 4: Monitoring the average order value post-training.
7. Conflict Resolution Training
KRA: Provide conflict resolution training to servers to handle customer complaints and internal conflicts effectively.
Short Description: Equip servers with conflict resolution skills.
- KPI 1: Reduction in customer complaints escalated to management.
- KPI 2: Number of successful conflict resolutions by servers.
- KPI 3: Employee satisfaction with conflict resolution training received.
- KPI 4: Time taken to resolve conflicts by servers.
8. Compliance Training
KRA: Ensure servers are trained on compliance regulations and standards to maintain a legally compliant environment.
Short Description: Provide compliance training to servers.
- KPI 1: Training completion rate for compliance modules.
- KPI 2: Number of compliance violations reported pre and post-training.
- KPI 3: Compliance audit results related to server adherence to regulations.
- KPI 4: Employee knowledge assessment scores on compliance topics.
9. Skill Development Initiatives
KRA: Identify skill gaps among servers and implement development initiatives to enhance their capabilities.
Short Description: Improve server skills through targeted development programs.
- KPI 1: Number of skill development programs implemented annually.
- KPI 2: Skill improvement rate among servers post-training.
- KPI 3: Employee feedback on the relevance and effectiveness of skill development programs.
- KPI 4: Promotion rate of servers after skill enhancement initiatives.
10. Employee Engagement Programs
KRA: Develop and implement employee engagement programs to enhance motivation and job satisfaction among servers.
Short Description: Boost server morale through engagement initiatives.
- KPI 1: Participation rate in employee engagement activities.
- KPI 2: Employee retention rate post-implementation of engagement programs.
- KPI 3: Improvement in server job satisfaction scores.
- KPI 4: Feedback on the impact of engagement programs on server motivation.
