Position Descriptions include the current benchmark job description used by participants to facilitate job matching.

Transcription

1 Level Guides, Position Descriptions Introduction This section includes the following: Level Guides set forth the criteria (i.e., the experience, education, skills, duties/tasks, and supervision given/received) typically used to distinguish between or among the various levels of a job. Position Descriptions include the current benchmark job description used by participants to facilitate job matching. Global Grades are the end result of a systematic approach developed by Watson Wyatt Worldwide. They were designed to support survey job matching on a consistent worldwide basis. The structure has been applied to each job and job family currently found in this survey. Included is a map which diagrams the structure.

2 Level Guides Level Guide PROF4 Experience Knowledge Responsibilities Usually Reports to Level 1 - Entry/Junior 0-2 years professional experience. Entry level for employees with Bachelor's Degree or equivalent. OR For legal positions, those with J.D. or LL.B. or equivalent Level 2 - Intermediate 2-5 years professional experience. Level 3 - Senior 5-8 years professional experience. Fully competent professional - the first career level in the ladder (i.e., it is expected that all competent professionals will reach this level). Level 4 - Lead More than 8 years professional experience. Management is typically the next higher level. Knows fundamental concepts, practices and procedures of particular field of specialization. Knows and applies the fundamental concepts, practices and procedures of particular field of specialization. Possesses and applies a broad knowledge of principles, practices, and procedures of particular field of specialization to the completion of difficult assignments. For legal positions, specializes in a particular area, such as litigation, tax, patent, etc. Possesses and applies comprehensive knowledge of particular field of specialization to the completion of complex assignments. For legal positions, is fully qualified in a particular area, such as in litigation, tax, patent, etc. Using established procedures and working under immediate supervision, performs assigned tasks. Work is routine and instructions are usually detailed. Little evaluation, originality or ingenuity is required. For legal positions, may prepare briefs and documents or draw up contracts for review and evaluation by others. Under supervision, performs work that is varied and that may be somewhat difficult in character, but usually involves limited responsibility. Some evaluation, originality or ingenuity is required. Usually works with minimum supervision, conferring with superior on unusual matters. May be assisted by Entry/Junior or Intermediate Level personnel. Assignments are broad in nature, usually requiring originality and ingenuity. Has appreciable latitude for unreviewed action or decision. For legal positions, acts in advisory capacity, making recommendations which may have an important bearing on the conduct of the organization s business. Under general supervision, plans, conducts and supervises assignments. Reviews progress and evaluates results. In legal setting, conducts and supervises broad legal assignments, necessitating ability to evaluate matters which may have a major bearing on the conduct of the organization s business. Plans and assigns personnel for given projects or tasks. Assists with the review and evaluation of personnel performance. Interprets and applies organization policy. Recommends changes in procedures. Operates with substantial latitude for unreviewed action or decision. Reviews progress with management. Lead Level Lead Level Lead Level or Middle Management Upper Middle Management or Top Management

3 Level Guide SUPP3 Experience Skill Duties and Tasks Supervision Given and Received Level 1 - Junior 0-2 years of experience in position or specialization. Level 2 - Intermediate 2-5 years of experience in position or specialization. Level 3 - Senior 5 or more years of experience in position or specialization. Applies basic skills and may develop advanced skills using tools and equipment appropriate for the position or specialization. Applies some advanced skills to the position or specialization. May adapt procedures, processes, tools, equipment and techniques to meet the more complex requirements of the position. Applies advanced skills to the position or specialization. Adapts procedures, processes, tools, equipment and techniques to accomplish the requirements of the position. Duties and tasks are standardized. Resolves routine questions and problems, and refers more complex issues to higher levels. Duties and tasks are frequently nonroutine. Resolves most questions and problems, and refers only the most complex issues to higher levels. Duties and tasks reflect substantial variety and complexity. Assignments are broad in nature and usually require originality and ingenuity. May serve as a resource to others in the resolution of complex problems and issues. Works under direct supervision and follows standard procedures and written instructions to accomplish assigned tasks. Works under minimal supervision. May assist in orienting and training lower level employees. Works under general supervision. Relies on experience and judgment to plan and accomplish assigned tasks and goals. May orient, train, assign and check the work of lower level employees. May be designated as "lead" worker.

4 Level Guide SUPV3 Nature of Supervision Employees Supervised Responsibilities Level 1 - Descriptive Titles: Working Supervisor, Group Leader, Lead Person Incumbents at this level lead and direct a group of two or Lead and direct Coordinates the day-to-day operations of a group of more individuals. There is virtually no authority for responsibility may be for employees. Leading and directing is usually personnel actions normally associated with full supervisory either nonexempt or restricted to assigning, monitoring and reviewing status (e.g., salary increases, promotions, performance reviews, disciplinary exempt employees. progress and accuracy of work, directing efforts and actions). providing technical guidance on more complex issues. FLSA classification is typically the same as subordinate employees, and most of the work time is spent performing many of the same duties. Level 2 - Descriptive Titles: Supervisor, Unit Supervisor, Foreperson This is the first level of full supervision. Incumbents may initiate and communicate a variety of personnel actions (e.g., employment, termination, performance and salary reviews, disciplinary actions, scheduling and/or approving overtime). Generally, the subordinate group performs a single task or multiple, but closely related tasks. Supervision is provided directly or through group leaders (Level 1 supervisors). Plant supervisors at this level generally supervise only one shift and/or area of the plant. The subordinate group may be nonexempt and/or exempt. Oversees the day-to-day operations of a group of employees. Responsible for training and development of subordinate staff, estimating personnel needs, assigning work, meeting completion dates, interpreting and ensuring consistent application of organizational policies. Under FLSA, incumbents in this position meet the criteria for exempt status. Level 3 - Descriptive Titles: Senior Supervisor, General Foreperson, Assistant Manager/Department Head This is the highest level of supervisor. In some Provides leadership, coaching, and mentoring to organizations, incumbents in this position may be subordinate group. considered middle or lower middle management. The subordinate group will generally possess a wide variety of skills and/or knowledge, performing somewhat complex to very complex tasks. Employee pay, within the subordinate group, may vary considerably. Plant supervisors at this level generally supervise more than one shift and/or area of the plant. The subordinate group may consist of Level 1 and 2 supervisors and/or nonsupervisory employees engaged in a wide variety of often complex tasks. In some staff positions, a function (with no subordinate staff) may be managed. In addition to Level 2 responsibilities, supervisors at this level have impact on budgeting, controlling costs, planning, scheduling, and procedural change.

5 Position Descriptions Pos. Code Executive 1485 Top Call Center Executive (B to B and Consumer) Global Grade(s): Plans, develops and directs all aspects of the organization's call center program. Establishes, implements and maintains call center standards to ensure the proper marketing of the organization's products and/or services. Monitors program effectiveness and develops processes to increase the effectiveness of marketing activities Top Call Center Executive (B to B only) Global Grade(s): Plans, develops and directs all aspects of the organization's call center program. Establishes, implements and maintains call center standards to ensure the proper marketing of the organization's products and/or services. Monitors program effectiveness and develops processes to increase the effectiveness of marketing activities Top Call Center Executive (Consumer only) Global Grade(s): Plans, develops and directs all aspects of the organization's call center program. Establishes, implements and maintains call center standards to ensure the proper marketing of the organization's products and/or services. Monitors program effectiveness and develops processes to increase the effectiveness of marketing activities Generic Top Call Center Executive Global Grade(s): The data reported for this position is a combination of the data reported by participants for the following positions: 1485 Top Call Center Executive (B to B and Consumer), 1486 Top Call Center Executive (B to B only), and 1487 Top Call Center Executive (Consumer only) Top Customer Service Executive (B to B and Consumer) Global Grade(s): Directs the organization's customer service program and all related activities, including field support. Establishes, implements and maintains customer service standards to ensure customer satisfaction. Initiates measures to maintain and improve customer goodwill during service periods. Develops policies and procedures covering order processing, general correspondence, and resolution of customer complaints. Coordinates sales service with other service departments and operating areas Top Customer Service Executive (B to B only) Global Grade(s): Directs the organization's customer service program and all related activities, including field support. Establishes, implements and maintains customer service standards to ensure customer satisfaction. Initiates measures to maintain and improve customer goodwill during service periods. Develops policies and procedures covering order processing, general correspondence, and resolution of customer complaints. Coordinates sales service with other service departments and operating areas Top Customer Service Executive (Consumer only) Global Grade(s): Directs the organization's customer service program and all related activities, including field support. Establishes, implements and maintains customer service standards to ensure customer satisfaction. Initiates measures to maintain and improve customer goodwill during service periods. Develops policies and procedures covering order processing, general correspondence, and resolution of customer complaints. Coordinates sales service with other service departments and operating areas Generic Top Customer Service Executive Global Grade(s): The data reported for this position is a combination of the data reported by participants for the following positions: 1489 Top Customer Service Executive (B to B and Consumer), 1490 Top Customer Service Executive (B to B only), and 1491 Top Customer Service Executive (Consumer only) Top Call Center and Customer Service Executive (B to B and Consumer) Global Grade(s): Plans, develops, and directs all aspects of the organization's call center and customer service programs. Establishes, implements, and maintains call center and customer service standards to ensure proper marketing of the organization's products and/or services and customer satisfaction.

6 Pos. Code Executive (continued) 1494 Top Call Center and Customer Service Executive (B to B only) Global Grade(s): Plans, develops, and directs all aspects of the organization's call center and customer service programs. Establishes, implements, and maintains call center and customer service standards to ensure proper marketing of the organization's products and/or services and customer satisfaction Top Call Center and Customer Service Executive (Consumer only) Global Grade(s): Plans, develops, and directs all aspects of the organization's call center and customer service programs. Establishes, implements, and maintains call center and customer service standards to ensure proper marketing of the organization's products and/or services and customer satisfaction Generic Top Call Center and Customer Service Executive Global Grade(s): The data reported for this position is a combination of the data reported by participants for the following positions: 1493 Top Call Center and Customer Service Executive (B to B and Consumer), 1494 Top Call Center and Customer Service Executive (B to B only), and 1495 Top Call Center and Customer Service Executive (Consumer only). Call Center - Inbound 1585 Call Center Manager - Inbound (B to B and Consumer) Global Grade(s): Manages all activities associated with incoming Call Center operations, including developing and implementing policies and procedures on systems and the flow of information. Establishes and implements performance/service standards. Ensures productivity meets or exceeds service and quality standards. Establishes and maintains industry relations. Develops departmental budget and controls costs Call Center Manager - Inbound (B to B only) Global Grade(s): Manages all activities associated with incoming Call Center operations, including developing and implementing policies and procedures on systems and the flow of information. Establishes and implements performance/service standards. Ensures productivity meets or exceeds service and quality standards. Establishes and maintains industry relations. Develops departmental budget and controls costs Call Center Manager - Inbound (Consumer only) Global Grade(s): Manages all activities associated with incoming Call Center operations, including developing and implementing policies and procedures on systems and the flow of information. Establishes and implements performance/service standards. Ensures productivity meets or exceeds service and quality standards. Establishes and maintains industry relations. Develops departmental budget and controls costs Generic Call Center Manager - Inbound Global Grade(s): The data reported for this position is a combination of the data reported by participants for the following positions: 1585 Call Center Manager - Inbound (B to B and Consumer), 1586 Call Center Manager - Inbound (B to B only), and 1587 Call Center Manager - Inbound (Consumer only) Call Center Supervisor - Inbound (B to B and Consumer) Global Grade(s): 9-14 Supervises the activities/day-to-day operations of Call Center Representatives receiving incoming telephone calls. Evaluates and coordinates workflow/activities to achieve expected volume. May intercede on incoming telephone calls with difficult customers and/or calls requiring in-depth knowledge of the organization's products/services. Monitors calls/activities as necessary to ensure that performance standards are being met. See Level Guide SUPV Call Center Supervisor - Inbound (B to B only) Global Grade(s): 9-14 Supervises the activities/day-to-day operations of Call Center Representatives receiving incoming telephone calls. Evaluates and coordinates workflow/activities to achieve expected volume. May intercede on incoming telephone calls with difficult customers and/or calls requiring in-depth knowledge of the organization's products/services. Monitors calls/activities as necessary to ensure that performance standards are being met. See Level Guide SUPV Call Center Supervisor - Inbound (Consumer only) Global Grade(s): 9-14 Supervises the activities/day-to-day operations of Call Center Representatives receiving incoming telephone calls. Evaluates and coordinates workflow/activities to achieve expected volume. May intercede on incoming telephone calls with difficult customers and/or calls requiring in-depth knowledge of the organization's products/services. Monitors calls/activities as necessary to ensure that performance standards are being met. See Level Guide SUPV3.

7 Pos. Code Call Center - Inbound (continued) 1628 Generic Call Center Supervisor - Inbound Global Grade(s): 9-14 The data reported for this position is a combination of the data reported by participants for the following Call Center positions: 1625 Call Center Supervisor - Inbound (B to B and Consumer), 1626 Call Center Supervisor - Inbound (B to B only) and 1627 Call Center Supervisor - Inbound (Consumer only). See Level Guide SUPV Call Center Analyst - Inbound Global Grade(s): 9-13 Tracks and analyzes call flow, call patterns, service levels, and abandon rates. Provides information and recommendations to management to ensure productivity goals are in adherence to set standards (i.e., systems, procedures, workflow, etc.). May perform queue monitoring to ensure service levels are met Call Center Representative - Inbound Global Grade(s): 5-6 Responds to a high volume of telephone inquiries about the company's products or services by following standard scripts and procedures. Promotes and sells the company's products or services. Investigates and resolves complaints. Uses a computer system to track questions and answers as well as enter or check the status of orders. See Level Guide SUPP Call Center Assistant - Inbound Global Grade(s): 5-8 Provides assistance as required by the call center. Processes data and generates routine reports regarding types of incoming telephone calls, volume of calls, average length of calls, delayed calls, etc. Files reports and other documents. May assist with responding to telephone inquiries about the company's products or services by following standard scripts and procedures. See Level Guide SUPP3. Telemarketing/Call Center - Outbound 2850 Telemarketing/Call Center Manager - Outbound (B to B and Consumer) Global Grade(s): Manages all activities associated with outbound calls made to potential customers and qualified leads, including developing and implementing policies and procedures on systems and the flow of information. Ensures productivity meets or exceeds standards. Establishes and maintains industry relations. Develops departmental budget and controls costs Telemarketing/Call Center Manager - Outbound (B to B only) Global Grade(s): Manages all activities associated with outbound calls made to potential customers and qualified leads, including developing and implementing policies and procedures on systems and the flow of information. Ensures productivity meets or exceeds standards. Establishes and maintains industry relations. Develops departmental budget and controls costs Telemarketing/Call Center Manager - Outbound (Consumer only) Global Grade(s): Manages all activities associated with outbound calls made to potential customers and qualified leads, including developing and implementing policies and procedures on systems and the flow of information. Ensures productivity meets or exceeds standards. Establishes and maintains industry relations. Develops departmental budget and controls costs Generic Telemarketing/Call Center Manager - Outbound Global Grade(s): The data reported for this position is a combination of the data reported by participants for the following positions: 2850 Telemarketing/Call Center Manager - Outbound (B to B and Consumer), 2851 Telemarketing/Call Center Manager - Outbound (B to B only), and 2852 Telemarketing/Call Center Manager - Outbound (Consumer only) Telemarketing/Call Center Supervisor - Outbound (B to B and Consumer) Global Grade(s): 9-14 Supervises employees who place telephone calls to potential customers, identifies qualified leads and forwards to the Sales function for follow-up. Prepares summary reports on Telemarketing/Call Center activities. Schedules and supervises staff in market research programs, such as market development and potential, market trend research, and related projects. Trains new employees in telemarketing methods and procedures. Recommends changes to improve efficiency and effectiveness. See Level Guide SUPV Telemarketing/Call Center Supervisor - Outbound (B to B only) Global Grade(s): 9-14 Supervises employees who place telephone calls to potential customers, identifies qualified leads and forwards to the Sales function for follow-up. Prepares summary reports on Telemarketing/Call Center activities. Schedules and supervises staff in market research programs, such as market development and potential, market trend research, and related projects. Trains new employees in telemarketing methods and procedures. Recommends changes to improve efficiency and effectiveness. See Level Guide SUPV3.

8 Pos. Code Telemarketing/Call Center - Outbound (continued) 2856 Telemarketing/Call Center Supervisor - Outbound (Consumer only) Global Grade(s): 9-14 Supervises employees who place telephone calls to potential customers, identifies qualified leads and forwards to the Sales function for follow-up. Prepares summary reports on Telemarketing/Call Center activities. Schedules and supervises staff in market research programs, such as market development and potential, market trend research, and related projects. Trains new employees in telemarketing methods and procedures. Recommends changes to improve efficiency and effectiveness. See Level Guide SUPV Generic Telemarketing/Call Center Supervisor - Outbound Global Grade(s): 9-14 The data reported for this position is a combination of the data reported by participants for the following Call Center positions: 2854 Telemarketing/Call Center Supervisor - Outbound (B to B and Consumer), 2855 Telemarketing/Call Center Supervisor - Outbound (B to B only) and 2856 Telemarketing/Call Center Supervisor - Outbound (Consumer only). See Level Guide SUPV Telemarketer/Call Center Representative - Outbound Global Grade(s): 4-6 Makes a high volume of telephone calls to current and/or potential customers and solicits orders for the company's products or services by following standard scripts and procedures. Uses a computer system to track such calls and enter orders. Documents product and service feedback as appropriate. See Level Guide SUPP Telemarketing/Call Center Trainee - Outbound Global Grade(s): 9 Learns the organization's policies, products and/or services, as preparation for telemarketing/call center - outbound responsibilities. Studies telemarketing techniques by reading manuals, attending seminars, and working with more experienced telemarketing/call center representatives. Customer Service 2984 Customer Service Manager (B to B and Consumer) Global Grade(s): Manages the unit that is the customer's first point of contact with the organization. Develops, tracks, and reports key service performance measurements. Develops and implements approved process and/or operational improvements. Coordinates unit activities with other functions (e.g., purchasing, production, engineering, shipping) Customer Service Manager (B to B only) Global Grade(s): Manages the unit that is the customer's first point of contact with the organization. Develops, tracks, and reports key service performance measurements. Develops and implements approved process and/or operational improvements. Coordinates unit activities with other functions (e.g., purchasing, production, engineering, shipping) Customer Service Manager (Consumer only) Global Grade(s): Manages the unit that is the customer's first point of contact with the organization. Develops, tracks, and reports key service performance measurements. Develops and implements approved process and/or operational improvements. Coordinates unit activities with other functions (e.g., purchasing, production, engineering, shipping) Generic Customer Service Manager Global Grade(s): The data reported for this position is a combination of the data reported by participants for the following positions: 2984 Customer Service Manager (B to B and Consumer), 2985 Customer Service Manager (B to B only), and 2986 Customer Service Manager (Consumer only) Customer Service Supervisor (B to B and Consumer) Global Grade(s): 8-13 Supervises employees and coordinates a customer service program within the framework of established customer service policies. Schedules and organizes personnel to accommodate anticipated workflow. Recommends corrective services to adjust customer complaints. Communicates, implements and interprets customer service policies and procedures. Develops, recommends, and coordinates the implementation of new procedures. Ensures the efficient utilization of customer service equipment (phones, computer terminals, etc.). Evaluates the effectiveness of customer service operations. Coordinates customer service function with other departments. See Level Guide SUPV3.

9 Pos. Code Customer Service (continued) 2989 Customer Service Supervisor (B to B only) Global Grade(s): 8-13 Supervises employees and coordinates a customer service program within the framework of established customer service policies. Schedules and organizes personnel to accommodate anticipated workflow. Recommends corrective services to adjust customer complaints. Communicates, implements and interprets customer service policies and procedures. Develops, recommends, and coordinates the implementation of new procedures. Ensures the efficient utilization of customer service equipment (phones, computer terminals, etc.). Evaluates the effectiveness of customer service operations. Coordinates customer service function with other departments. See Level Guide SUPV Customer Service Supervisor (Consumer only) Global Grade(s): 8-13 Supervises employees and coordinates a customer service program within the framework of established customer service policies. Schedules and organizes personnel to accommodate anticipated workflow. Recommends corrective services to adjust customer complaints. Communicates, implements and interprets customer service policies and procedures. Develops, recommends, and coordinates the implementation of new procedures. Ensures the efficient utilization of customer service equipment (phones, computer terminals, etc.). Evaluates the effectiveness of customer service operations. Coordinates customer service function with other departments. See Level Guide SUPV Generic Customer Service Supervisor Global Grade(s): 8-13 The data reported for this position is a combination of the data reported by participants for the following Call Center positions: 2988 Customer Service Supervisor (B to B and Consumer), 2989 Customer Service Supervisor (B to B only) and 2990 Customer Service Supervisor (Consumer only). See Level Guide SUPV Customer Service Representative Global Grade(s): 7-10 Ensures that customers receive the best service possible through processing orders, preparing general correspondence, and coordinating with other functions as required. Acts as customer contact regarding pricing, scheduling, and shipping. See Level Guide PROF Customer Service Assistant Global Grade(s): 5-8 Responds to inquiries received through phone, mail and/or face-to-face contact with customers and prospects about the company's products or services by following standard scripts and procedures. Uses a computer system to track questions and answers as well as enter orders. Responds to inquiries requiring a written response with the use of standard or form letters. See Level Guide SUPP3. Executive Response 2992 Executive Response Manager Global Grade(s): Manages all activities associated with the resolution of escalated customer complaints regarding the organization's products or services which have reached the highest level. May utilize call center and/or customer service resources in order to investigate customer complaints Executive Response Specialist Global Grade(s): 9-13 Facilitates the resolution of escalated customer complaints regarding the organization's products or services which have reached the highest level either verbally or through written correspondence. Utilizes a high degree of discretion to resolve escalated customer complaints. May utilize call center and/or customer service resources in order to investigate customer complaints. e-commerce 2026 e-commerce Customer Service Manager Global Grade(s): Manages the unit that is the customer's first point of contact with the organization. Develops, tracks, and reports key service performance measurements. Develops and implements approved process and/or operational improvements. Coordinates unit activities with other functions (e.g., purchasing, production, engineering, shipping) e-commerce Customer Service Representative Global Grade(s): 9-11 Ensures that customers receive the best service possible through processing orders, preparing general correspondence, and coordinating with other functions as required. Acts as customer contact regarding pricing, scheduling, and shipping.

10 Pos. Code e-commerce (continued) 1674 Web Site Traffic Analyst Global Grade(s): 9-11 Analyzes data regarding web site traffic activity. Compiles data from log files, advertiser reports and all other available sources and consolidates data into database. Develops reports to inform management on user activity and performs trend analyses regarding traffic growth and patterns of use. Information Systems 2996 Telecommunications Programmer Global Grade(s): 9-13 Designs, develops, codes, tests, debugs, and documents programming applications to satisfy the organization's call center/customer service operation. Works closely with call center/customer service management to identify and specify business requirements and processes to develop or modify existing systems to support the business. May provide technical support to call center/customer service personnel. Help Desk 2997 Customer Help Desk Supervisor Global Grade(s): 9-13 Supervises employees assisting external users of the organization's technical products or services by answering questions and solving problems involved in their use. Coordinates referrals to appropriate technical, professional, or service personnel for follow-up. See Level Guide SUPV Customer Help Desk Technician Global Grade(s): 7-10 Assists external users of the organization's technical products or services by answering questions and solving problems involved in their use. Identifies, investigates and researches user questions and problems, and may refer to technical, professional or service personnel for follow-up, as appropriate. See Level Guide SUPP3. Traffic and Scheduling 3005 Call Center/Customer Service Traffic Manager Global Grade(s): Manages all activities associated with the traffic function of the organization's call center/customer service operation. Develops and establishes traffic operations standards and procedures. May work with call center/customer service managers to ensure that productivity goals are met Call Center/Customer Service Traffic Supervisor Global Grade(s): 9-14 Supervises employees engaged in analyzing and examining statistical and performance trends related to call volume. Oversees the preparation and timely completion of routine and special reports. Ensures that all reports are accurate and comply with established standards. See Level Guide SUPV Call Center/Customer Service Traffic Analyst Global Grade(s): 9-13 Analyzes data and determines performance trends related to the volume of inbound call traffic. Tracks historical data such as holiday, seasonal, and day of week/monthly trends. Provides recommendations to management to ensure call center/customer service productivity goals are met. May provide ad-hoc reporting as requested Call Center/Customer Service Scheduling Manager Global Grade(s): Manages all activities associated with the scheduling function of the organization's call center/customer service operation. Develops and establishes scheduling standards and procedures. Works with call center/customer service managers to ensure productivity goals are met Call Center/Customer Service Scheduling Supervisor Global Grade(s): 9-14 Supervises employees engaged in analyzing and examining scheduling, staffing, and workload data to ensure that the organization's call center/customer service operation is appropriately staffed. Oversees the preparation and timely completion of routine and special reports. Ensures that all reports are accurate and comply with departmental standards. May forecast (short- and/or long-term) staffing needs of organization's call center/customer service operation. See Level Guide SUPV Call Center/Customer Service Scheduling Analyst Global Grade(s): 9-13 Collects and analyzes scheduling, staffing, and workload data. Generates schedule projections for the call center/customer service operation to ensure optimal service levels while containing costs. Proposes schedule modifications to ensure adequate coverage is maintained. May provide ad-hoc reporting as requested.

11 Pos. Code Traffic and Scheduling (continued) 3011 Call Center/Customer Service Traffic and Scheduling Manager Global Grade(s): Manages all activities associated with the traffic and scheduling function of the organization's call center/customer service operation. Develops and establishes traffic and scheduling standards and procedures. Works with call center/customer service managers to ensure productivity goals are met Call Center/Customer Service Traffic and Scheduling Supervisor Global Grade(s): 9-14 Supervises employees engaged in analyzing data such as call volume, scheduling, staffing, and workload of the organization's call center/customer service operation. Oversees the preparation and timely completion of routine and special reports. Ensures that all reports are accurate and comply with established standards. May forecast the staffing needs of organization's call center/customer service operation. See Level Guide SUPV Call Center/Customer Service Traffic and Scheduling Analyst Global Grade(s): 9-13 Collects and analyzes trends related to call volume, scheduling, staffing, and workload of the organization's call center/customer service operation. Provides recommendations to management to ensure that productivity goals are met while containing costs. May provide ad-hoc reporting as requested Call Center/Customer Service Traffic and Scheduling Assistant Global Grade(s): 5-8 Provides assistance as required by the traffic and/or scheduling function of the organization's call center/customer service operation. Processes data and generates routine reports regarding call volume, scheduling, staffing, workload, etc. Files reports and other documents. May assist analysts in examining statistical and performance trends. See Level Guide SUPP3. Quality Assurance 3035 Call Center/Customer Service Quality Assurance Manager Global Grade(s): Manages all activities associated with the quality assurance function of the organization's call center/customer service operation. Plans and develops standards for monitoring call center/customer service representatives. Works with call center/customer service managers to ensure that quality standards are met Call Center/Customer Service Quality Assurance Supervisor Global Grade(s): Supervises employees engaged in evaluating the quality of service of inbound and/or outbound telephone calls. Creates and maintains company monitoring standards for call center/customer service representatives. Conducts analysis of monitoring results and provides feedback and recommendations to call center/customer service quality assurance manager. See Level Guide SUPV Call Center/Customer Service Quality Assurance Analyst Global Grade(s): 9-13 Performs monitoring to evaluate the quality of service of inbound and/or outbound telephone calls. Provides recommendations to management to ensure that call center/customer service quality standards are met. May assist in the development and implementation of quality standards. Call Center/Customer Service Training 3015 Call Center/Customer Service Training Manager Global Grade(s): Establishes and implements training programs to ensure the maximum effectiveness of the call center/customer service operation. Keeps informed of new training methods, techniques of competitors, and pending introduction of new products in order to ensure current and effective courses for call center/customer service personnel Call Center/Customer Service Training Supervisor Global Grade(s): Supervises call center/customer service training programs to maximize effectiveness of the call center/customer service operation. Monitors progress of personnel in training and prepares reports on the results of training programs. Recommends changes to improve program content. Participates in the development of training programs with regard to new products or services. Participates in the recruitment of call center/customer service personnel. See Level Guide SUPV Call Center/Customer Service Trainer Global Grade(s): 9-13 Develops, implements, and/or modifies training programs to ensure maximum effectiveness of call center/customer service personnel. Reports individual progress and identifies additional training needs. May assist in developing new training courses associated with the introduction of new products and/or services.

12 Pos. Code Call Center/Customer Service Administration 3018 Call Center/Customer Service Administration Manager Global Grade(s): Manages, plans, and schedules work of assigned staff in the organization's call center/customer service operation. May prepare and control the call center/customer service budget Call Center/Customer Service Administration Assistant Global Grade(s): 5-8 Provides assistance as required by the call center/customer service operation. This includes administrative duties such as photocopying, compiling records, filing, tabulating, and distributing mail. May prepare correspondence, memoranda, reports, etc. See Level Guide SUPP3.

13 Global Grades In order to address the variety of ways companies describe and structure jobs in markets around the world, Watson Wyatt has developed the Watson Wyatt Global Grades. This Global Grading System is designed to underpin survey job matching on a consistent world-wide basis. The Watson Wyatt Global Grades methodology allows companies to compare positions in this reference with those in other references, from country to country, and has its roots in basic job evaluation. The sizing factors selected are transferable across national boundaries and provide an appropriate mechanism for job matching. The factors include a combination of input factors such as the knowledge, skills and competencies demanded by a job/role as well as output factors such as the nature and scope of impact of the job/role within the organization/business. We have used the factor plan to evaluate a broad sample of jobs from our existing survey databases around the world. (The Watson Wyatt Data Services Global 50 Remuneration Planning Report includes selected jobs that are common and stable to all countries/markets. Many of these jobs are found in all sectors; however, the data provided in the study are sourced primarily from the Industrial, High Technology, and Service Sectors.) Because the use of evaluation points on an ongoing basis to differentiate relative job size can be very burdensome, we felt that a Global Grading System would be a more immediately useful tool. Additionally, we found that while a factor plan will differentiate between job roles as a direct result of organization size, it may not be sufficiently sensitive to reflect all organization scope differences that are important in the collection and analysis of market data, particularly at senior job levels. We discovered through extensive research that there are a number of quantitative and qualitative factors that play a stronger part than others in determining the size of roles of senior executives including: Sales/Turnover Total Assets Under Management (for Financial Institutions) Number of Employees Complexity/Diversity of Organization and Markets (Domestic, International, Global) Geographical Breadth The Watson Wyatt Global Grades methodology described above is a 25-grade job-worth hierarchy, and has been applied to each job and job family currently found in all of our surveys/reports. The hierarchy is mapped out diagrammatically at the end of this section. Benchmark Roles/Jobs Each benchmark job, and its levels contained in this survey/report, has been assigned a discrete global grade (GG) or a range of grades. These levels either reflect a difference in the scope of skills requirements/responsibilities of a single job/role, or different jobs/roles within an organizational hierarchy.

14 Broad Grade Band Definitions Many participants use a series of broad bands or role levels within their internal compensation program. Our Global Grading System can easily reflect that, as shown in the descriptions that accompany each of the groupings listed below and portrayed in the Global Grade Map. Top Management 1 - GG 21-25: This category covers all Senior Executives at the group or board levels in large multinational companies, up to and including Chief Executives. Executives in this band will be responsible for defining business strategy and contributing to the organization through their vision. Top Management 2 - GG 16-20: This category covers all heads of functions or divisions below the group board level in the large multinationals or Chief Executives in medium to large organizations. Heads of Function in this band actively participate in developing company policy and closely advise the Chief Executive on strategy. They will contribute to the organization through strategy definition and implementation and to their function through their vision. Chief Executives and Business Unit Managers in this band will be responsible for defining business strategy and contributing to the organization through their vision. Middle Management - GG 12-16: This category covers Middle Managers below Heads of Function and/or those reporting to Senior Management in medium to large organizations, as well as Top Management positions in small organizations or business units. These positions would typically contribute through their people leadership. Positions with supervisory responsibility not regarded as having full management status would not be included here. This category may also cover Technical Experts, individual contributors who deliver a job that is key to the company. These positions would contribute to the organization through their professional leadership. Professional/Administration/Junior Management - GG 9-16: This category covers Supervisory Positions and Junior Managers where staff responsibility is a large portion of the job, e.g. accounts department supervisors, operations supervisors, etc. The category also includes professional staff, e.g. accounting, computing, engineering, marketing, personnel and purchasing staff. Finally it also covers some senior administrative jobs. Although similarly leveled, these three employee groups differ in their nature. Junior Management jobs contribute primarily through others; administrative jobs contribute independently and professional jobs contribute through the use of their expertise. Some organizations may separate them into different levels based on that criterion.

15 Clerical/Technicians - GG 5-8: This category covers all clerical, administrative and secretarial staff with little or no supervisory responsibility but that contribute independently through their skills to the organization, e.g. junior staff in finance, marketing, office services and personnel functions. It also covers basic computing/data processing staff such as operators, customer service assistants and skilled craftsmen/technicians, as well as senior production operators and occasionally team leaders in manufacturing environments. Manual/Junior Clerical - GG 1-4: This category includes manual workers/operatives, messengers, receptionists, telephone operators, and typists who contribute to the organization with assistance from more senior positions.

16 Global Grade Map Management Career ROLE CONTRIBUTES (THROUGH) Tasks 1 Skills 2 Expertise 3 Leadership 4 Functional Strategy 5FS Business Strategy 5BS BAND GRADE st LINE TOP MANAGEMENT TOP MANAGEMENT MIDDLE MANAGEMENT SUPERVISOR Professional Career 1 2 3T 4T ANCILLARY CLERICAL/ ADMIN. SR. CLERICAL/ ADMIN. TECHNICIAN PROFESSIONAL SENIOR PROFESSIONAL Number of Employees Turnover (US $ MILL) ,600 4,100 10,600 27,500 75, , ,000 2,000 5,000 10,000 50, ,000 PRODUCT COMPLEXITY OF MARKET DIVERSIFICATION Domestic International Global Low Medium High