Cert Workshops will be managed by TLs assigned to assist supervisors assisting as “Workshop Leads.”
First, TLs will be trained on TL Expectations, including how to lead the Workshops .Next, TLs will , themselves, be scheduled for Workshops and assisted through the process of completing their own certs.Workforce will schedule Cert time in TeleOpti at times that will have the least impact on Service Levels.
Operations management will schedule Workshops in agents calendars at times that match with the time scheduled by WFM in TeleOpti.
Operations management will assign one TL as the Workshop Lead for each Workshop.
Operations management will state in the meeting invite the name of the Workshop Lead, the link for the cert step-by-step guide, and the link for the Agent Workshop Expectations Guideagents' calendars.
Supervisors will assist as Workshop Leads for their respective teams.
The meeting invite for the Workshop will outline some resources for agents to assist them.
Workshop Leads should follow this process:
Begin each session on time.
Keep track of who should be joining at which times. If an agent is 5+ min tardy then reach out to the agent to get them into the Workshop and notify WFM of any attendance occurrences.
Review the Agent Workshop Expectations Guide with the agents.Do a roll call and immediately notify WFM in the WFM Rocket Chat of any agents that are late so they can be reminded to join ASAP.each agent as they join
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 continue assisting the majority of the group before assisting the one-off situations.
each agent as they join.
When an agent completes the a cert:
The agent must email the Workshop lead and cc their TL sup with a screenshot of the cert completion proof as instructed in the step-by-step guide.
The Workshop lead must Their sup should immediately complete the Cert Completion Proof Form with the screenshot proof attached.
WFM should be notified in the WFM Rocket Chat when an agent finished early and is going back to the phones.
When an agent fails a cert exam, the Workshop Lead should follow the steps outlined in the Failed Cert Exams guide including the completion of the Failed Cert Exam Tracking Form (link below).
When an agent experiences technical difficulties:
Ensure the agent has attempted all troubleshooting steps outlined in the Cert Troubleshooting guideGuide.
Chat internal cXp IT to assist if needed.
When an agent cannot proceed due to issues related to the carrier or the carrier portal which are outside the scope of the internal cXp IT team, a Carrier Ticket should be created (link below).
Send an End of Day Status report on each agent’s progress to Mike Gaudette.
This information will be crucial to determine who needs to be rescheduled due to absences or who needs additional time scheduled for failure to complete within the allotted time.