The ESP TL is responsible to ensure all agents stay productive and complete all tasks within the one-week windowTLs are responsible to ensure each agent stays productive and adheres to all ESP expectations. Please adhere to the following expectations to efficiently move agents to completion through all ESP tasks.
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Be on time to open the Google Meet to let agents in.
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Monitor attendance. Take note of of the following:
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Agents that arrive 10+ min late or leave 10+ min early.
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Agents that arrive 4+ hours late or leave 4+ hours early.
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Agents who are absent all day.
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Monitor attendance. Use attendance reporting to identify occurrences and update accordingly in the ESP Tracking Sheet according to instructions outlined in the ESP Tracking Sheet Guide. WFM should also be notified.
Stay logged into the Google Meet Go To Training 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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Important Note - One of the main issues to resolve during ESP is receipt of equipment and verification that equipment is functioning properly. The above document outlines how to handle these issues.
For AHIP/Aetna issues, click the dropdown below for troubleshooting steps:
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For TBT Issues, click the dropdown below for troubleshooting steps:
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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.
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:
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For Written CAPs, Final CAPs, and Terms, TLs should utilize the following CAP Template resource to assist:
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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, etcAHIP/Aetna status, TBT status, Call Cert status, Equipment status, and RTS/No More Forms status.
TLs must notify PMs immediately when an agent has completed all ESP tasks to allow the PM to transition the agent to production.
Be mindful of any ‘red-flag’ situations and notify ESP Managers/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
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