While many companies took time in making a shift towards remote working due to the coronavirus pandemic, Gozoop Online Pvt. Ltd., an independent marketing company was the first in their industry to make the shift effective as early as 16th March 2020.
“Offer the strength you’d hope to receive yourself through such tough times.” Says Cindy Ann Miranda, Happiness Officer, Gozoop Online Pvt Ltd. She also talks about how engagement index scores have hit an all-time high at a 94% engaged workforce.
Monday Ready (MR): How has your organization embraced the current situation of COVID-19?
Cindy Ann Miranda (CAM): Even as the world was coming to terms with the 2008 global financial crisis, Rahm Emanuel—Barack Obama’s chief of staff at the time—said something that still holds true.
“You never want a serious crisis to go to waste.”
I know, I know, it sounds callous. Especially when applied to the current Covid-19 pandemic, which has seen nearly 46 lakh people infected worldwide and over 300,000 deaths. But here, we’re keeping focused on building a stronger team and reinventing processes for the future.
While we were the first ones in our industry to announce a Work from Home effective as early as 16th March 2020, we’ve been cognizant of the rapidly evolving ecosystem and promptly adapted ourselves to it. Right from keeping our team motivated at home to collaborating and further strengthening camaraderie, we’ve been mindful of the nuances in this fast-changing environment. As a result, our engagement index scores have hit an all-time high at a 94% engaged workforce.
Monday Ready (MR): How is the organization evaluating the employee’s productivity and engagement during remote working?
Cindy Ann Miranda (CAM): Borrowing from the earlier answer, our most recent engagement scores stand at 94% which we measure through a fortnightly survey that focuses on areas like personal results, relationship with colleagues, relationship with the managers, relationship with the company, personal development and overall satisfaction. We credit this spike in the scores to remote initiatives like weekly 1-on-1 catch-ups, prompt grievance solutions, virtual town halls, distance learning initiatives, etc.
We credit this spike in the scores to remote initiatives like weekly 1-on-1 catch-ups, prompt grievance solutions, virtual town halls, distance learning initiatives, etc.
While the team is positively engaged, their productivity is measured by the team leader frequently.
Monday Ready (MR): What are the top 3-5 KPIs being used in your organization to evaluate employee performance?
Cindy Ann Miranda (CAM): Gozoop follows a holistic performance evaluation mechanism which includes the following KPIs
- Key Result Areas
- Competencies aligned to their KRAs
- Alignment with the core Gozoop values (Create, Innovate, Lead with Positivity and Integrity)
Monday Ready (MR): What are your views on the need for a Continual/Periodic Employee Review system as compared to the generally followed Annual or Bi-Annual Employee Review process?
Cindy Ann Miranda (CAM): I think it’s essential to have a continual/periodical employee review system. While we encourage real-time feedbacks, we document feedback every Quarter through our formal Performance Review mechanism, wherein, all employees discuss their performance with their respective Reporting Managers in a constructive way and iron out differences, if any.
Restricting to Annual or Bi-Annual Employee reviews would only lead to performance issues and a decline in productivity eventually.
Monday Ready (MR): Can any opportunities in disguise be seen at this current time of Global Slowdown?
Cindy Ann Miranda (CAM): Borrowing from the very first question, “you never want a serious crisis to go to waste”. For us, the silver lining is building newer brands for the post-COVID era and also building newer processes and models to support long term WFH that may possibly redefine the workspace, as we know it yet.
Monday Ready (MR): What is your advice to the managers & team leaders across organizations in the current scenario?
Cindy Ann Miranda (CAM): My only advice to Managers and Team Leaders at this point is to lead with empathy and compassion. None of us have spent so much time within our homes and yet making work happen, so keep an eye out for mental breakdowns that your teams may face. Offer a sense of security to your team and an environment for them to confide in you if need be. Offer the strength you’d hope to receive yourself through such tough times.
My only advice to Managers and Team Leaders at this point is to lead with empathy and compassion.