Make a Performance Review plan/strategy for employees

You are the HR Manager for a Technology firm that provides customer service to customers digitally through online chat and email responses. You have a group of 25 employees who are scheduled to work to provide support to customers for 16 hours per day. Employees rotate on shifts of 8hrs each. The work arrangement is remote and employees are provided with the technology to work from anywhere during their shifts.
You have been asked to make a Performance Review plan/strategy for employees of this support group.
Some simple metrics are below:
Attendance required: 80%
Response time: within 3 mins of the message received by the employee
Customer Rating: 75%+
Completion of inquiry rate: 85%

1. Determine how you will assess for Developmental and Administrative aspects of performance management
2. Develop a score card (with standards included)
3. Provide  a 360 Evaluation and the criteria of who will participate in the evaluation
4. What is the process of review (scorecard & 360)
5. Ensure you refer to the right methods and processes to develop your Plan/strategy.
6. Ensure you are able to provide a brief description of why you selected the method or process you have chosen for your plan.