Transition Briefing
Discussed on Slide 9, this aspect of team member engagement is crucial for success, with a comprehensive guide available for review in the Attendance Policy, which is located here.
What is Sumtotal?
This person loves seaside getaways, swapped a career path involving bodily fluids for a role at TSYS, and enjoys spending time with nine nieces and nephews, despite having just one sibling.
Who is Unekia Johnson?
Despite repeated weekly coaching from their Associate Manager, this team member has consistently failed to meet this critical aspect of his role for four consecutive weeks, missing the same essential element each time.
What is coach to coach again?
Prepare at the right level and make efficient decisions without compromising quality
What is Progress Over Perfection?
Not Like Us
Loyalty
Luther
Who is Kendrick Lemar?
During this 30-day "nesting" period, discussed on Slide 11, the quality expectations for team members are deliberately set low, at a certain percentage, to facilitate learning and growth.
What is 70%?
This California native, whose father hails from England, embraced her inner femininity after a youth spent as quite the tomboy.
Who is Shante Rivers?
This style of coaching offers an alternative for team members facing scheduling conflicts, driven by service level needs or when either the team member or leader is unavailable.
What is E-Coaching?
Take a “One GP” approach, partnering with team members across Global Payments to achieve shared goals
What is One GP?
Without Me
Lose Yourself
My Name Is
Who is Eminem?
This crucial expectation is frequently emphasized by leaders to ensure that each team member achieves the goals of 90% quality and 95% adherence.
What is KPI (Key Performance Indicators)?
This individual enjoys the fast-paced sport of ping pong, cheers for the UGA Bulldogs, and satisfies their sweet tooth with both gummies and Reese's candy.
Who is Kenny Anderson?
Leaders at TSYS use this tool extensively to document coaching recaps and track both behavioral and performance issues, with oversight provided by Directors and higher levels of management.
What is the coaching tracker?
Set clear expectations, empower individuals to achieve them, and hold people accountable
What is Own Your Outcomes?
Gin & Juice
Drop It Like It's Hot
Signs
Who is Snoop Dogg?
At TSYS, this level of counseling is a consequence of an Error Policy violation that results in a financial loss of $2900.
What is a Final Written Warning?
This dedicated parent considers their children to be the most important thing, but also enjoys the thrill of gambling, even if it means quick 24-hour trips to different states on the weekends.
Who is Yolanda Mitchell?
According to the attendance policy, a team member who calls in tardy but fails to log online four hours into their shift has not only been late, but their continued absence without communication is considered this.
What is a "No Call, No Show?"
Put clients' needs, perspective, and experiences at the center of everything we do.
What is Client at Our Core?
Needed Me
Lift Me Up
Desparado
Who is Rihanna?
This type of code is frequently covered in both transition briefings and call center 101 training sessions, but agents are strongly advised to avoid using it because it's not essential for the Fraud Department.
What is Aux 6?
This person started their college career at Tennessee State, but homesickness led to a graduation from Georgia State, and their best concert experience was seeing Michael Jackson in Paris at the young age of 14.
Who is Laneki Martin?
This form is not only used to document instances of compliance and soft skill failures but also helps ensure team members understand areas for improvement, with a dedicated drive for tracking purposes.
What is the Failed Call Acknowledgement Form?
Understand and buy into Global Payments' strategy and your role delivering it.
Love Story
Blank Space
Cruel Summer
Who is Taylor Swift?