TM Priority Checklist SWAT

Highest | High | Medium | Low | Non-Negotiable

    Throughout The Day

  • Checkin SLA Clarifications (all day)
  • Check Emails (24 hour turn around)

    • Daily

  • Coaching on NPS detractors
  • Handle any Escalations & Escalation follow up
  • Daily 1 on 1's / Live Listen, spot check/Call reviews/ Team Huddle/ Team Meetings
  • Assign Clarification Buckets
  • NPS Meetings
  • Front SMS
  • (Temporary) Battleship - pull stats/ shots per agent

    • Weekly

  • Enter Coachings in WD
  • QA Call Coachings
  • Clarification Coachings - SWAT
  • Weekly KPI email
  • Clarification Coachings - Sales
  • NPS Promoters
  • Timecards

    • Monthly

  • Write ups/ Pips
  • NPS Read Out
  • Clarification Data Read Out
  • Schedule 1 on 1's
  • Team Meeting
  • Prep SMAAG for the month (days off, previously scheduled 1x1s, trainings)

    • As Needed

  • Assist Agents
  • Prep your team & lead if you have time off / fill out OOTO email
  • Schedule mandatory trainings to ensure the rep is attending
  • Acknowledge team birthdays/anniversaries

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