...
For TBT Issues, click the dropdown below for troubleshooting steps:
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.
When agents fail to meet expectations outlined in the policies above, the agent must be verbally coached and this coaching must be documented. TLs should utilize the following resource to assist with this process
| View file | ||
|---|---|---|
|
For Written CAPs, Final CAPs, and Terms, TLs should utilize the following resource to assist
| View file | ||
|---|---|---|
|
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.
Tracking Forms
...