Operation

Coordinator
Work plan
Jarold Márquez
Customer requirement IVR
message January 21st Meeting Client-QA Lead
and Coordinator Operation
1 2 Design script
January 20th: Meeting with the client: Setting QA score
Opportunity to strengthen the Choosing script delivery time
relationship of trust
Mock call TLs and teams
Script proposal
Gather information Meeting with design dept

January 22nd Launch the script with the January 24th Meeting with design dept
3 promotion.
Staff Monitoring live calls.
4 Follow promotions progress
Show progress to the customer
Feedback and gap closing
Sharing positive result with the client Set promotion launching time
January 25th Launch the IVR promotion
5 Receive client satisfaction
Service Level Target 80/20 Actual 74/20

Glidepath
Delta 6%

Action Plan
Acknowledge- Analysis Jan 23-Jan24
Planning and meetings Jan 24
Execution Jan 25th
Improvement expected 2% Jan 27 = 76%
Improvement expected 4% Jan 30 80%
ACKNOWLEDGE ANALYSIS

Calculation of Calls answered at service

level. Review external and internal reducers

1 2
Calls answered outside the service level. Review schedules and adherence
Unanswered or abandoned calls. TLs Identify root cause AHT Bottom
Peaks in which the highest call forecast performers
is found Check system, tools and spot

EXECUTION ACCOMPANIMENT WITH

PLANNING STAFF
Control internal and external reducers of Attendance competition /Engagement
the Service Level 12/15 plan activities/ 10% OT /Follow corrective
Fix schedule issues with TL and WFM Monitoring compliance with coaching

3 Action plan Work with TLs Skills transfer

AHT Bottom performers. and adherence 4 schedules
Monitoring of coaching formats/ one on
compliance. one
Work together with IT Tracking IT tickets
 Glidepath
Leadership Dec Jan Feb

development Plan CSAT 78% CSAT 81% CSAT 86%

WAR 90% WAR 85% WAR 95%

QAPR 90% QAPR 87% QAPR 91%

1st day- Observation and education

Focus group 2nd day -Knowing the team/Get to know you
Organizing TLS day by day duties Educate TLS in how toget the team known
Detractors/DSAT analysis Practice and monitoring TLs Get to know you sessions
Coaching Provide feedback
Provide feedback/gap closed Gap closing

4th day Monthly Goal setting with TLs

3rd day-Meeting TLs and support areas. How to set monthly goals
WFM Review agents schedules/fix schedule issues desing Data-Driven Decision Making (DDDM)
QA Review behaviors that impact the bill Side by side TLs MGS with their teams
Follow up TLs Coaching/feedback Review DDDM by teams
 Weekly Indicator

Glidepath Projection

Forecast per week 25000

Motivational Inbound calls 25000

Behavior Action plan
action plan
Answered calls 25000
Adjust Schedules
absenteeism Attractive OT
impacted days Service level 90%

Reduction and Attendance Planned Shrinkage 10%

Tardiness
Tardiness control competition

Unplanned shrinkage 5%
Adherence
Weekend Candies
Adherence control -Breaks
and snacks time
and lunch Occupancy 85%
Thank you!