Cert Workshops will be managed by TLs assigned to assist 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 coincides with the time that WFM scheduled in TeleOpti.
Operations management will assign agents to the Workshops along with one TL assigned as the Workshop Lead.
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 Guide.
Workshop Leads should follow this process:
Begin each session on time.
Review the Agent Workshop Expectations Guide with the agents.
Do a roll call and immediately notify WFM in the WFM RC of any agents that are late so they can be reminded to join ASAP.
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.
For AHIP, time will be allocated for agents to complete the practice module quizzes. The class will then review their Q’s and A’s together because most Q’s/A’s appear exactly the same way on the Final exam as they do on the practice quizzes.
Instructions on how to set up attendance tracking needed
Instructions on how to track time in each cert for each agent needed
When an agent completes the cert:
The agent must email the Workshop lead and cc their TL with a screenshot of the cert completion proof as instructed in the step-by-step guide.
The Workshop lead must immediately complete the Cert Completion Proof Form (Hyperlink Needed) and attach the cert proof screenshot.
WFM should be notified in the WFM RC that the agent has finished early and is now going back to the phones.