Job
Behavior |
Value
to the Job |
Ensures that agents
are logged in, available, and taking calls. |
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Remotely monitors
phone calls of individual agents. |
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Completes evaluation
forms while listening to agents’ calls (including
live calls and/or taped calls). |
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Conducts side-by-side
monitoring sessions with agents and coaches
them through calls. |
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Reviews evaluations
that were conducted by the Quality Department
on specific agents (for example, written evaluations,
taped calls). |
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Reviews reports
that list individual agent performance statistics
(such as talk time, sales/referral volume,
quality scores, schedule adherence). |
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Reviews reports
that list overall team statistics (such as
service level, call volume, productivity,
overtime). |
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Identifies high-performing
agents to provide mentoring and additional
responsibilities. |
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Identifies low-performing
agents to provide additional monitoring and
coaching. |
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Gives immediate
feedback to agents when observing extremely
positive or negative behavior. |
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Provides structured,
one-on-one feedback to agents to reinforce
positive behaviors and to correct negative
behaviors (for example, did not follow script,
missed a sales/referral opportunity, gave
incorrect information). |
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Monitors system
screens used by agents and coaches them on
how to navigate the system more efficiently. |
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Develops formal
action plans with agents to document performance
problems and corrective action plans. |
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Administers the
discipline policy according to company guidelines,
including suspension and/or termination of
agents if necessary. |
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Answers agents’
questions (regarding issues such as customer
issues, non-standard requests, system issues). |
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Provides written
materials (for example, system information,
product information) to increase agents’ effectiveness. |
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Takes regular customer
calls when appropriate (for example, to help
manage call volume, to reward a high-performing
agent). |
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Handles escalated
customer calls and tries to resolve customers’
issues when possible. |
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Conducts incentive
programs (for example, contests, awards, team
parties) to encourage optimal performance
by agents. |
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Posts results of
individual agent performance (such as call
volume, sales/referral results) to recognize
high performers. |
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Conducts informal,
small-group training sessions with agents
to educate them on various issues (for example,
policy changes, new programs being implemented
by clients, updates to the system, phone techniques). |
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Participates in
formal, stand-up training sessions to train
others (such as agents or peers) on specific
topics. |
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Ensures that agents
adhere to their scheduled break times. |
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Tracks agents’
attendance records (including absences and/or
tardies) to ensure they are within acceptable
guidelines. |
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Monitors call volume
and makes immediate, short-term staffing adjustments
if necessary (for example, reassigns agents,
asks for overtime). |
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Assists agents
with changing their work schedules (including
short-term changes and/or permanent adjustments). |
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Investigates time
card discrepancies to determine the cause
and the resolution. |
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Adjusts payroll
records to ensure that agents are paid accurately,
according to their actual time worked. |
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Participates in
meetings with peers and/or own manager to
discuss ongoing issues. |
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Conducts meetings
with own team to communicate new information
and motivate the team. |
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Completes administrative
reports (for example, team statistics, borderline
employees). |
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Completes regularly
scheduled performance appraisals for agents. |
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Takes actions
that agents are not approved to do (for example,
gives monetary credits to clients’ accounts,
unblocks accounts). |
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