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.
Be on time to open the Google Meet to let agents in.
Take the first 60-90 minutes of the first day of training to introduce yourself and review Each Resource Listed Here(with the exception of the carrier cert step-by-step guides) to ensure agents have a clear understanding of what is expected during ESP training.
The AHIP/Aetna step-by-step guides do not need to be reviewed in detail.
However, the importance of placing the N-Number instead of the NPN number in the appropriate location cannot be emphasized strongly enough as this is the easiest mistake to make with the largest potential setback to the ESP program.
Also, the screenshot proof examples of AHIP and Aetna completions should be reviewed with agents to ensure the correct screenshots are submitted.
Monitor attendance. Take note of of the following:. Also, the attendance report should be used to further substantiate this occurrences which should be updated in the ESP Master Tracking sheet. WFM should also be notified.
Agents that arrive 10+ min late or leave 10+ min early.
Agents that arrive 4+ hours late or leave 4+ hours early.
Agents who are absent all day.Update the above attendance in the ESP Master Tracking sheet.
Stay logged into the Google Meet all day actively assisting agents.
Keep an open line of communication letting agents know when you are unavailable due to assisting others or taking breaks.
Manage unnecessary chatter to reduce distractions for agents who are testing.
Create temporary Google Meets on the side for agents to attend who need assistance. This will reduce distractions in the main Meet.
Separate Meets should also be set up for agents to complete Call Certifications. This may be set up by the TL or by the Certifier.
Regularly monitor agent progress and ensure no agents are falling behind.
TL’s must give proper direction for technical issues. Click the dropdown below for General Troubleshooting steps:
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First, try all of the “General Troubleshooting” steps, as applicable.
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For TBT Issues, click the dropdown below for troubleshooting steps:
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| title | TBT Troubleshooting |
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TL’s are responsible to set up Google Meets for Shadowing and may need to assist with the process of allowing agents to join these Meets.
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 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 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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