TM Priority Checklist WSI

Highest | High | Medium | Low | Non-Negotiable

    Throughout The Day

  • Watch Queue (Hold time, NR Time, Call Control) **THROUGHOUT DAY**
  • Check Jira Dashboard / Check Post Publish Support dashboard
  • Check Emails (24 hour turn around)

    • Daily

  • Make sure all agents are logged in at start time and on the phones
  • Coaching on NPS, CSS detractors
  • Handle any Escalations & Escalation follow up
  • Enter Exceptions for Whitney (send to Whit by EOD everyday)
  • Check MTD Numbers
  • Daily 1 on 1's / Live Listen, spot check/Call reviews/ Team Huddle/ Team Meetings
  • 1 on 1's

    • Weekly

  • Enter Coachings in WD
  • QA Call Coachings
  • Coaching on Clarifications
  • PPS coachings on dashboard best practices
  • Weekly KPI email
  • Timecards
  • Fill out coaching tracker for leads
  • LOTD

    • Monthly

  • Write ups/ Pips
  • Team Meeting

    • As Needed

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

Click here for the full Spreadsheet with details and Links.