Exercises:

1. One of your agents comes in asking how to proceed now that they have received
an instruction from a warehouse manager that does not align with what our most
updated SOP reads. Please walk us through the steps you would follow to give the
best instruction to your agent

• I first directly review the instruction from the warehouse manager and
compare it with our latest SOP to identify the conflict and ensure I have the
most current version of the SOP for accuracy after that, I directly approach
the warehouse team in teams and in the huddles to understand their
reasoning behind the instruction. If needed, I seek further guidance from a
supervisor or higher management to ensure alignment.

2. One of your agents receives a bad score on one of their QA evaluations. QA insists
the agent failed to follow our internal guidelines and procedures on the call behind
process. When you go to the agent to better understand the reason of said
behavior, they explain this was instructed by a warehouse manager during a
huddle. Please walk us through the steps you would follow to ensure your agent is
being evaluated fairly and accurately by our QA dept.

• I would review the QA evaluation to understand the specific issues and

internal guidelines that were not followed then confirm with the warehouse
about the instructions given, ensuring I gather all possible information.
Report the situation to QA because they are not present in the huddles
when we receive the new procedures required by the warehouse, so I
would confirm that they are aware of this situation and this new procedure
after that ensure the agent receives a fair evaluation and provide
constructive feedback. When resolved update my team so everybody be
aware of the situation
3. Please explain what the main difference between the two aforementioned
scenarios is and what factors were relevant for you to consider when answering
those questions.

• The main difference between those scenarios is the real time conflicts and
evaluations the first scenario is immediate difference between current
instructions and our SOPs these situations require quick action and clear
communication. On the other hand, evaluations involve looking back at
performance to see how well they match our standards so the goal isn't
just to fix immediate issues but also to learn from the past and work as one
being sure that our QA team is aware of the new instructions that way
ensure that we follow our standards better in the future.
• The factors that were relevant for me to answer were: Address the timing
differences between real time conflicts that need immediate action and
past evaluations, the day to day operational impact of both scenarios,
emphasize the role of SOPs and QA standards in both resolving conflicts
and evaluations, and supporting my team resolving those conflicts and
make a good communication between different departments.

4. Please prioritize the following list of responsibilities of one of your agents. From
highest

to lowest, please elaborate.

• Starting shift on time
• Monitoring
• Escalations
• Huddle attendance
• Inbound calls
• Reports
• Voicemail check up
 I. Starting shift on time: We can not do much if we are not starting on time

II. Monitoring: Monitoring in real time to maintain efficiency and quickly

manage issues.

III. Escalations: Escalations promptly resolves critical issues and keeps

customers happy.

IV. Inbound calls: Incoming calls directly impacts customer service and
workflow.

V. Reports: Generating reports provides information for decision-making

and improving operations.

VI. Huddle attendance: Attending team huddles keeps everyone informed

and improving about our way to resolve daily cases.

VII. Voicemail checkup: Checking voicemail ensures timely responses to

customer messages.

5. Please prioritize the following list of responsibilities you will have as

Senior Dispatcher. From highest to lowest, please elaborate.

• Monthly 1:1s with agents

• Monthly performance report

• Manage supervisor calls

• Assign workload to your agents

• Huddle attendance

• Feedback/coaching sessions
• Oversee day to day operation

• Report novelties to IT and/or SST

• Update internal documents

• Manage disciplinary processes

• Manage agent’s requests

I. Oversee day to day operations: Ensuring smooth daily operations is

crucial to maintaining efficiency and achieving our team's goals. I
oversee tasks and workflows, addressing any issues promptly to
keep operations running

II. Assign workload to your agents: Effectively assigning tasks ensures

everyone is productive and that we meet deadlines.

III. Monthly performance report: P Providing performance insights

guides our strategies for improvement and supports team
development.

IV. Monthly 1:1s with Agents: Personalized meetings promotes

employee development, engagement, and alignment with
organizational goals.

V. Feedback/Coaching Sessions: Offering guidance and support helps

our team members grow professionally and improve their skills also
to make them feel part of the team.

VI. Huddle attendance: Attending team huddles keeps everyone

informed and with our goals and strategies.

VII. Manage agent’s requests: Attending to agent requests promptly

shows our commitment to supporting our team members.
 VIII. Report Novelties to IT and/or SST: Keeping IT and support teams
informed about changes or innovations ensures we maintain our
operational efficiency.

IX. Update Internal Documents: Keeping our internal documents up to

date is crucial for consistency and adherence to procedures. I
regularly update SOPs and operational guidelines to reflect changes
and best practices

X. Manage Supervisor Calls: Handling supervisor calls effectively

supports resolution of escalated issues the position is because is
not usual to receive those kind of escalated issues.

XI. Manage Disciplinary Processes: Enforcing policies and addressing

behavioral or performance issues maintains team discipline and
adherence to standards the position of this one is because I’m
strongly believer that people works better with motivation.

6. Elaborate an action plan that will help improve an area of opportunity of your
choice directed to a process of the operation you may want to elevate.

• Action plan to enhance inbound call distribution and information

accuracy

• Objective: Improve the way we distribute inbound calls among

agents and ensure the accurate passing of information received
during these calls.
• To make our inbound call process better, I'll start by checking how
calls are currently distributed and how we document information to
spot any issues. We'll set up a system to ensure calls are evenly
routed to available agents. I'll create clear procedures for handling
and documenting calls . We'll also train everyone on these new
procedures. Develop simple templates for documenting calls. Get
feedback from the team and customers to make ongoing
 improvements, ensuring a balanced workload and accurate
information handling.

7. Elaborate an action plan that will help improve the performance of your agents
based on the data provided in the spreadsheet attached.

• Action plan to improve agent performance

1. Evaluate current performance

Analyze the current call types and outcomes

2. Text messages
Implement a system to send initial text messages to customers
before making calls. This step ensures that customers are aware
of the incoming call and can prepare or respond to it.

3. Follow up calls
For customers who do not respond to the text messages, schedule
follow up calls.

4. Track responses
Maintain data of customers who responded to text messages
versus those who did not

5. Improve call handling

Provide training sessions for agents on effective call handling and
emphasize the importance of leaving clear, concise voicemails
when customers are not available.

By implementing these steps, the spreadsheet now effectively

showcase a confirmation from customers aiming for a 20%
increase.