LEADERSHIP
A leader should model this behavior to set the tone for their team and create a positive work environment.
What is integrity / ethics? (doing the right thing even when no one is watching)
This document records performance or behavior issues.
What is DAF / Disciplinary Action Form?
4:15 / 7:15
CN AHT / VM AHT (outside of probation period)
Name all the agents in your team.
What is (name them all)?
payments are considered a gift
What is Trust Fund?
This is the most effective way to build trust with your team.
What is consistent communication and follow-through?
This should be applied consistently to all employees to avoid claims of favoritism or discrimination.
What is fairness?
This metric measures how well we meet customer expectations.
What is Quality?
This type of workplace behavior must be reported immediately.
example: What is harassment or discrimination?
These 3 agents will have their 3rd anniversary this year.
What is Gilbert, Nineveh, Alex?
When a high performer becomes disengaged, your first step should be this.
What is having a 1:1 conversation to understand the root cause?
We can wear tennis shoes these days.
What is Friday, Saturday and Sunday?
This meeting should be held regularly (MAINLY ONCE A MONTH) to review performance metrics with team members.
What is one on one / coaching?
These are the 5 step in the DAF form.
What is,, Verbal, counseling, written reprimand, final reprimand w/ 1 day suspension and Termination.
This is the first step we need to take when our systems go down.
Call Mary.
This leadership skill involves understanding and sharing the feelings of others.
What is empathy?
Supervisors should never discuss this type of employee information with other team members.
Medical / Hippa / Confidential information / DAFs / Pay ETC
92% / 95%
WHAT IS QA BEFORE AND AFTER PROBATION PERIOD FOR BOTH CN AND VM?
As long as agents take their time on calls, and pass QA, they will get this
What is AHT Bonus?
This is our current headcount.
What is 26?
This leadership trait consistently ranks #1 in employee engagement surveys.
What is trust?
These are the reason why you would write someone up. (The way it's set up in the DAF form)
WHAT IS ATTENDANCE , ID BADGE, SECURITY, CODE OF CONDUCT, DRESS CODE, QUALITY, PRODUCTIVITY , OTHER?
Before issuing discipline, supervisors should always do this.
What is document the facts? have everything ready before
You’re faced with an employee who has been performing well but has just started showing signs of burnout.
What is push them to take time off and use personal days?
These 3 agents are in a LOA.
What is Nineveh, Claudia & Valeria?