Agents will have time limits for each cert with the expectation that failure to complete on time may result in disciplinary action as outlined in the Time Limit Speed Sheet.
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Cert Workshops will be managed by TLs assigned to assist as “Workshop Leaders.”
First, TLs will be trained on TL Expectations, including how to lead the Workshops.
Next, TLs will, themselves, be scheduled for Workshops with some cert specialists leading these groups to assist TLs and assisted through the process and “train the trainers.”of completing their own certs.
Workforce will schedule Cert time in TeleOpti at times that will have the least impact on Service Levels.
The TL or PM is responsible to schedule the Workshop Workshops at the time times that coincides with TeleOpti scheduling.
Workshop TLs are responsible toThe TL will know when a Workshop has been scheduled because they’ll receive a notification.
The PM won’t receive a notification but they PM’s should be proactive in checking TeleOpti and may also for scheduled times in order to know when to schedule Workshops.
PM’s may reference WFM’s Cert Tracking Sheet. This sheet does not list the specific time of day to schedule the Workshop. Refer to TeleOpti for exact times.
The name of the meet will indicate who is leading the Workshop and which cert it is for.
Google Meeting settings will capture who attended along with the duration.
PM’s will assign the agents to the Workshop along with one TL as the Workshop Leader.
PM’s will state in the meeting invite the name of the Workshop Leader and the contents of the Agent Workshop Expectations Guide.
Workshop Leaders should follow this process:
Begin each session on time.
Review the Agent Workshop Expectations Guide.
Do a roll call and immediately notify WFM in the WFM RC of any agents that are late so they can be
reminded to join ASAP.
Go through the step-by-step
guide with the class to
keep everyone on pace and moving efficiently.
Set the expectation that agents who are comfortable setting their own pace may move ahead of the group to finish sooner.
If one or two agents get stuck then prioritize moving the majority of the group along before assisting the one-off situations.
For AHIP, time will be allocated for agents to complete the practice module quizzes. The class will then review their Q’s and A’s together because most Q’s/A’s appear exactly the same way on the Final exam as they do on the practice quizzes.
If some agents get stuck then the TL’s should prioritize getting everyone else completed before working through one-off situations.
Agents who are skilled with certs and capable of moving ahead of the class may do so in order to get back to the phones sooner.
Whoever scheduled the meet (the TL or the PM) will receive an attendance sheet in their inbox.
The TL is responsible to add each agent’s cXp email next to their name and time duration in this sheet.
Each Agent’s cXp email
Each instance of failed exams
Indicate whether the agent completed the cert or not
This will allow us to generate reporting to:
Follow processes for failed exams
Generate reporting on cert completion
Notify WFM of agents that need to be rescheduled along with how much more time they should be scheduled for.
For agents that need to be rescheduled because they met their time limit or they had to be pulled from the Workshop due to Service Levels:
PM is responsible to communicate this to WFMInstructions on how to set up attendance tracking needed
Instructions on how to track time in each cert for each agent needed
When an agent completes the cert:
The agent must email the Workshop leader and cc their TL with a screenshot of the cert completion proof as instructed in the step-by-step guide.
The Workshop leader must immediately complete the Cert Completion Proof Form (Hyperlink Needed) and attach the cert proof screenshot.
WFM should be notified in the WFM RC that the agent has finished early and is now going back to the phones.