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The ESP TL is TLs are responsible to ensure all agents stay each agent stays productive and complete all tasks within the one-week windowadheres 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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• • 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. Use the attendance reporting to identify occurrences and update accordingly in the ESP Tracking Sheet according to instructions outlined in the ESP Master Tracking sheetSheet Guide. 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

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• Stay logged into the Google Meet Go To Training all day actively assisting agents. Agents (usually) cannot join the Meet without the TL letting them in. This is another reason it is important to continually monitor the Meet all day.

• 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. Follow the steps (or advise agents to follow the steps) in the “IT Assistance” resource below:

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