The ESP TL is responsible to ensure all agents stay productive and complete all tasks within the one-week window. Please adhere to the following expectations to efficiently move agents to completion through all ESP tasks.
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TL’s must hold the agents accountable according to the Agent Timeframe Expectations.
TL’s must hold agents accountable according to the Attendance Policy.
TL’s must hold agents accountable according to the Failed Cert Exams Guide.
TL’s must ensure all Tickets have been submitted before logging off each evening using the four forms listed at the bottom of this page.
TL’s must ensure the ESP Tracker is up to date before logging off each evening.
This includes the notes section to the far-right for each agent, each day.
It is especially important everything is up to date after day 5 to allow for a seamless transition from ESP to the call-floor. The agent’s new TL will need to understand if any tasks were not completed, why any tasks were not completed, if there have been any CAPs, etc.
Be mindful of any ‘red-flag’ situations and notify PMs as needed. For example, something surfaces form a carrier background check that looks like it may inhibit the agent’s possibility of being appointed.
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