LOB "What's the tea?"
The LOB with which we recently made concurrency changes (from 3 to 4)?
Who/What is Messaging?
This is our WFO mantra
We recently launched this in ATO and CCOT/CIRT.
What is Adherence?
The module that was piloted in August that manages partner requirements and commitments.
What is the Vendor Management Tool or BPO Manager Module?
The centralized location for CCO policies.
Where/what are CCO Guidelines (go/ccoguidelines)
Abbreviated name for this LOB: Account Identity Controls
Who/What is AIC?
Who is/are the Time off Triage team?
Group Leads for Banking
Who are Emma Butler and Liz Duncan?
The Training that Neil and Jeremiah recorded and required the entire WFO team to review by the end of August.
What is WFO Assembled System Incidents Support or WASIS?
The method employees are able to report same-day absences
What is the "Call Out Process/Procedure"
The LOB group that encompasses AET, MET and Bitcoin
Who/what is Advanced Support?
Delivered monthly (30 - 60 - 90 day)
What is/are Partner Requirements?
Channel Lead for Financial Services
Who is A-Florez (Amanda Florez)
The method in which schedules are generated
What is/are Template(s)
Documented process that WFO follows to outline when meal periods are to be scheduled.
What is CCO Break & Lunch Guidelines?
The LOB handling BBB Complaints
What/Who is CERT (Complaints - External Response Team)?
The team that encompasses WFO and VMO
What/who is Operational Support?
Channel Lead for Risk Operations
Who is Anisha Sakariya-Patel?
The number of instances of Assembled we have.
What is 3 - CCO, CAT and Demo?
To align with our new Continuous Performance culture, we are embedding this into our work so that it feels more natural and asynchronous.
Hint: We get a reminder on Fridays
What is feedback?
This 3 letter abbreviation is a group of Advocates we utilize from both the Partner and Internal spaces to understand improvements, recommendations, feedback.
Who/What is the Voice CEI Team (Customer Experience Improvement team)?
Schedule Access Expansion Project introduced on the last WFO department meeting.
What is Project Zeus?
CCO Executive Assistant to Miles Baker, Anisha Sakariya-Patel & Christa Jones
Who is K-Shy (Kristina Shy)?
The method in which teams are updated.
What is Workday or Okta integration?
Framework established to simplify processing and reporting of CCO requests at a new single entry point to manage the strategic prioritization and plan capacity for CCO supported work.
What is the CCO Intake Funnel?