Petzi Team Lead 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 [email protected] or [email protected] to be adjusted as long as it does not become a chronic issue.

First Moves

Make sure that you are logged into the Petzi Phone Queue.

Using the guide in Petzi Care, Log into the Petzi Zendesk and Zopim Chat. Check open tickets and respond as needed and outlined in Care.

Check for new tickets under “Unassigned tickets” and respond to those. Tickets that have answers/troubleshooting steps in CARE can be done by you. Tickets without answers need to be escalated to LENNY with an internal note requesting how to fix the problem. Make sure to CC yourself so that you can get the answer for future issues.

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 logged into Google Hangouts:
    • CW Leads Chat
    • CWX Internal

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.

This is a good time to announced to the agents any recent changes made to CARE.

Working Your Shift

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

  • Queue Management
    • Watch for Volume surges in the Petzi queue.
    • Watch for # of Petzi Agents logged out vs. # of calls in queue.
    • Report to the Management during extended volume spikes or unusually low queue coverage
    • Make sure there is coverage whenever you go on breaks, lunches, or leave your desk for brief periods of time.
  • Client Management
    • Look for CARE comments and process them on the CARE comment Tracker
    • For every question encountered either via phone or email, make sure there is a documented guide or scripting in CARE for that particular issue.
    • Manage any required client reporting.
    • Please provide a list of said reporting to [email protected] so that it can be added here.
  • REPORTING

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.

This is a good time to also announce to the agents any recent changes made to CARE.

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 [email protected].

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].