Cert Workshops will be managed by TLs assigned to assist as “Workshop Leaders.”
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.
The PM is responsible to schedule Workshops at times that coincides with TeleOpti scheduling.
PM’s should be proactive in checking TeleOpti for scheduled times in order to know when to schedule Workshops.
PM’s may reference WFM’s Cert Tracking Sheet. This sheet does not list the specific time of day to schedule the Workshop. Refer to TeleOpti for exact times.
PM’s will assign the agents to the Workshop along with one TL as the Workshop Leader.
PM’s will state in the meeting invite the name of the Workshop Leader and the contents of the Agent Workshop Expectations Guide.
Workshop Leaders should follow this process:
Begin each session on time.
Review the Agent Workshop Expectations Guide.
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 prioritize moving the majority of the group along 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 leader and cc their TL with a screenshot of the cert completion proof as instructed in the step-by-step guide.
The Workshop leader 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.