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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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titleTBT Troubleshooting
  • First, try all of the “General Troubleshooting” steps, as applicable.

  • Need to verify next steps

  • 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 five 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 they 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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