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Onboarding Plan for New Team Leaders

📑 5 slides 👁 19 views 📅 2/14/2026
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Introduction to Onboarding

Overview of onboarding process for new team leaders

Introduction to Onboarding
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Support Request Channels

  • Slack: Submit requests with bloc details and instructions
  • WFM Sheet: Maintained by WFM for tracking requests
  • Requests fulfilled based on business needs and FTE capacity
Support Request Channels
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Agent Selection Process

  • Priority 1: Agents with OQ&U as first specialization
  • Priority 2: Agents with OQ&U as second specialization
  • Exclusions: L2 agents, HVV agents, and new hires
Agent Selection Process
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Client Communication & Monitoring

  • Provide clients with updated agent lists via links
  • Daily monitoring of support coverage and agent availability
  • Immediate replacement of absent or unavailable agents
Client Communication & Monitoring
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Post-Support Actions

  • Return agents to original settings after support period
  • Document all changes and communicate with clients
  • Zero tolerance for fraudulent behavior: escalations apply
Post-Support Actions
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