I managed a support team of about 30 people at a fully remote company. I’d check their numbers of closed cases, review cases when customer feedback was bad, and take into account any other side projects they were working on.
Praise when people did good and have one on one talks with people that were falling behind to see what the cause was so we could work on it. It’s not that hard.
I have a pretty similar work flow. I stay on top of my crap, they stay on top of theirs and everyone’s happy. As long as they’re doing what they’re supposed to I don’t give a damn if they’re also taking some down time during their day.
I managed a support team of about 30 people at a fully remote company. I’d check their numbers of closed cases, review cases when customer feedback was bad, and take into account any other side projects they were working on.
Praise when people did good and have one on one talks with people that were falling behind to see what the cause was so we could work on it. It’s not that hard.
I have a pretty similar work flow. I stay on top of my crap, they stay on top of theirs and everyone’s happy. As long as they’re doing what they’re supposed to I don’t give a damn if they’re also taking some down time during their day.