The following are the main directives supervisors are expected to adhere to.
Task | Deadline/Frequency |
|---|---|
Update timecards | First thing each morning |
Live-Listen to assist agents on calls | At least 15 hours per week |
Proactively engage with your team in the chats, keeping things positive and boosting morale | Chat at least once every 1-2 hours |
Keep a close watch on your team chat and be prepared to respond to agent questions | Respond as needed |
Add CR-Productivity coaching notes for each flagged agent in this report | Each week according to the calendar reminder deadline |
Add Attendance coaching notes for each flagged agent in the weekly attendance report | Each week according to the calendar reminder deadline |
Add QA coaching notes for each flagged agent in the QA sheet | As needed-basis when prompted by management |
Add coaching notes to AIQ’s coaching form | At least one coaching note per agent per week |
Meet with each agent regularly | At least once per agent per week |
Add agent ADP notes | As needed-basis when performance issues are identified |
Move forward with CAPs | As needed-basis for ongoing performance issues |
If a task is not completed on time, be proactive in communicating this to the regional manager along with the reason | As needed |
Notify agents/sups/MG in Teams chat each time you start for the day, go to lunch, are logging off at end of day, or stepping away for any other reason. Make sure another sup has your team covered | Beginning/End of shift or when stepping away |
Be present for your team each day. If you ever have to miss time, notify agents/sups/MG. | As much advanced notice as possible |
If a directive is given by email or chat, respond to acknowledge the directive is received and follow up to confirm when completed | As needed |