Chat Ledres

NURSERY BAY Nursery Bay Defined Nursery Bay is a 2-week period program where additional support (Dedicated TL and 4 SME) and guidance are catered to new hires after nesting to ensure successful endorsement to Operations. OBJECTIVES: Agents to demonstrate good tcam navigation at the end of the 2 weeks program Agents can locate common use article in KB such us but not limited to Direct Deposit, Waiving of fees, Activation, Blocks and Dispute Agents can operate more independently PARTICIPANTS: Team Lead SMEs GUIDELINES: 1 Dedicated TL and 4 SME’s to support the Nursery Bay for the entire program Team huddles will be conducted 3 times in a week (MWF) for 1 hour Day 1 – Meet and Greet and Setting of Expectations Day 2 –Discussion of the Challenge Call Types Day 3 – Discussion of Ops Paint Point Each agents will be getting 2 audits in a week from QAS (Monday and Wednesday) Coaching to be conducted for each audit and documented in Bildung Agents will be reassessed on their 9th day Deliberation on the 9th day to identify who will be endorsed to production and who will extend for another 2 weeks Basis: Scorecard, SME ad TL assessment Graduation ceremony on the 10th day for those who are successful and ready to be endorsed in production Additional 2 weeks extension: Team Huddles will be conducted 3 times week (MWF) 1 hour (Group call listening Additional 1 audit on top of the 2 audits in a week from QA (SBS for the additional audit) 100% Coaching for all QA audits Agents will be reassessed on their 9th day Deliberation on their 9th day to identify who will be endorse to Ops and who will be endorsed to HR for Non Reg Basis: Scorecard, SME ad TL assessment Nursery Bay Scorecard Required Passing Rate:85% Below are Non Negotiable that will lead to end their employment with the company a. Quality Red Flags (ZTP) b. Client Escalations c. Any violation of the Employee Code of Conduct (Type D) Nursery Bay Expectations Nursery Bay Team Lead Responsible in making sure that all nursery agents graduate in two weeks’ time Ensure that real-time support and feedback are given to the nursery agents 1 audit per week 2 Side By Side or Live Monitoring Evaluations per agent in a week 2 coaching sessions per agent in a week Debriefing (30-min Pre and Post shift) Readiness Assessment by end of the week Prepare and finalize the list of successful nursery agents by end of the second week. Quality Analyst 2 audits in a week Coaching session to be conducted if a nursery agent fails to achieve a QA score of 85% Subject Matter Experts (SME) Real-time support and feedback to nursery agents 1 Side by Side evaluations Weekly Readiness Assessment per agent (to be forwarded to the team lead) 2 hours phone time Endorsement to Production Assessment NB Team Lead will be responsible in producing the list of nesting agents that are successful for production endorsement based on the following guidelines. SELECTION CRITERIA Qualifiers Weight (%) Goal (%) QA 50% ≥ 80.00% Attendance 10% ≥ 98.00% Tool Readiness Assessment (KB & tCam) 30% ≥ 90.00% Team Lead Evaluation 10% 90% Required Overall Pass Rate 85% If a nursery agent fails, one week extension is granted with similar set of requirements. At the end of the week, nursery agent will be reassessed. If he/she passes, turn over will be done to Operations, however if scores do not meet the required pass rate, nursery agent will be then endorsed to HR for proper handling.