Shared Queue Lead Shift Guide

Before Your Shift

Late or Absent?
If you find that you’re going to be late, or you will not be able to make your shift, please call the absentee line and leave a message. (512) 637-4376
Make sure you are familiar with your scheduled time. You can look up your shift at either:

Start of Shift

Clock In
Make sure you clock in for your shift at ADP Portal

If you find that you have clocked in 1 minute late, contact gbarbour@cwxtx.com or kbecker@cwxtx.com to be adjusted as long as it does not become a chronic issue.

Agent Schedule Check
Check to see what agents are scheduled for today. You can do so at one of two locations:

Make sure you also check for call-in voicemails to see if you will be short any coverage today.

Prepare Your Workstation

Make sure your HUD and X-Lite are running and connected.
Check your headset and mic to make sure they are working.
Make sure you are in Purechat.
Make sure you are logged into Google Hangouts:
- NIMBOXX Support Team
- CW Leads Chat
- Tengo/CW Support Chat
- CWX Internal
Check for any pending Optaros tickets at the Jira Dashboard
- Username: callcenter
- Password: firewall1
- If a ticket is found follow the Optaros Procedure

Walk the floor
Make sure any agents present are being productive off the call and is seen to be using CARE while on the call. You will also want to check the overall cleanliness of the floor and agent stations.

Working Your Shift

During your shift, you will be responsible for the following tasks:

Queue Management
- Watch for Volume surges in the shared queue.
- Watch for # of Agents logged out vs. # of calls in queue.
- Take at min. 2 calls per hour per your shift.
- Report to the Management during extended volume spikes or unusually low queue coverage
Petzi Ticket Management
- During your shift, periodically (at the same frequency as the Toaster) check the tickets in the Petzi Queue.
- While checking the open unassigned tickets, check under views for Don’s Tickets to see if any of his tickets have become open. If they have, make sure to respond to them with troubleshooting steps.
  - If a customer asks where I am, feel free to let them know that I have gone to lunch/am off shift/ shift is over.
  - If the problem is outside your knowledge, comment in care for the missing information, comment in an internal note, and DO NOT message the customer that you are escalating it to me since they are already talking to me.
Agent Management
- Offset Breaks and Lunches
- QA Quota
  - call recording QAs per shift (3 per day lead, 5 per overnight agent)
  - Ticket Spot Checking
- Coaching – use the 2015 Coaching Tracker
  or the 2016 Coaching Tracker
  - For being late to shift
  - For failing QAs – singular or chronic
- Setting Queue Outbound Numbers if an agent has to call a customer back.

Client Management
- Tengo outage IVR – updated 3 times a day.
- Process any Tengo Requests
- Look for CARE comments and process them on the CARE comment Tracker
- Manage any required client reporting.
- Please provide a list of said reporting to Kbecker@cwxtx.com so that it can be added here.

End of Shift

Walk Around
Make sure any agents present are being productive off the call and is seen to be using CARE while on the call. You will also want to check the overall cleanliness of the floor and agent stations.

EOD
It’s asked that our team leads provide a summary of their day and findings by the end of their shift. The format varies from one Team Lead to another, but the concept is the same. Some wait until the end of their shift to write one. Others keep a running log throughout the day. Email your EOD to cwleads@cwxtx.com.

Clock Out
Make sure you clock out for your shift at ADP Portal

Lock your Work Station
If it is your shift’s “Friday”, please go ahead and shut down your computer. If it is not your shift’s “Friday”, make sure your workstation is locked. You can do this by holding down the [Windows] key and tapping the letter [L].