RequiredATS · scorecards
Strong peer feedback from prior teams in a comparable role family. Down-weighted in label aggregation when manager-rating shows skew vs. output metrics.
0.10
LivePersona · current v6
Customer Support Specialist
← Back to PersonasDI0.79Below 4/5ths
Drawn from
CRM·1,493recordsHCM·984recordsHRIS·429recordsATS·2,165records
Active matches
24
6 above the must-have threshold this morning
Top-quartile cohort
13
of 401 customer support specialist signals lit
90-day ramp accuracy
81%
Heartland model v1.0 · validated on n=47 cohort
Diversity health
On-band
No protected-class proxy correlation flagged
Current criteria
Hard skills· 4
Evidence-based must-havesPreferredATS · scorecards
Demonstrated cross-manager working relationships at a comparable scope. Lowers risk of manager-variance dependency.
0.15
PreferredATS · scorecards
Timezone overlap with the manager and primary team is sufficient for live interaction in the customer's working hours.
0.24
PreferredATS · scorecards
Values-alignment signal from a structured interview. Used as an additional gate, not a substitute for performance signal.
0.27
Outcome bands· 1
Proven correlations against tenure / ramp / quotaRequiredHRIS · tenure + perf
Ramp-time signal in prior roles within the role family's typical 60–90-day band. Highly correlated with 90-day ramp outcome on this org.
0.24
What would change my mind
Add a sourcing alternative for "Values-alignment signal from a structure…"
Accuracy -2.0%Diversity proxy +3.0%Confidence band narrows by 0.05
Drop "Ramp-time signal in prior roles within t…" from Required to Preferred
Accuracy -4.0%Diversity proxy +5.0%Confidence band narrows by 0.07
Add a sourcing alternative for "Timezone overlap with the manager and pr…"
Accuracy -6.0%Diversity proxy +7.0%Confidence band narrows by 0.09
Version history
| Version | Live dates | Hires made | 30d | 90d | 180d | 365d top-perf. | 365d promotion |
|---|---|---|---|---|---|---|---|
| v4 | 2026-01-01 – 2026-02-11 | 4 | 68–76% | 75–83% | 65–73% | 64–72% | 65–73% |
| v5 | 2026-02-11 – 2026-04-01 | 7 | 75–83% | 76–84% | 69–77% | 79–87% | 83–91% |
| v6 | 2026-04-01 – now | 8 | pending | pending | pending | pending | pending |