technical solutions manager growth plan

PracticeWorks Systems, LLC

Technical Solutions ManagerGrowth Plan and Guide

PracticeWorks Systems, LLCTechnical Solutions Center

October, 2009


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Management Growth Plan GuideThe purpose of this job aid is map out the growth plan for our management team in the Technical Solutions Center so that each one of our leaders can maximize their potential in our environment. In this job aid you will find the specifics to our management certification process as well as the pre-requisites, required training, job duties/functions, and deliverables for each one of the certifications. The certifications are listed in no particular order.

DefinitionsPre-Requisites – The items listed in the pre-requisites section for each certification are a list of items that must be met prior to starting the certification or position.

Required Training – These are the training items that are required as part of the certification process. With the exception of the Foundation position, these training requirements must be met to the satisfaction of the Certification Mentor, the Senior Technical Solutions Manager and the Chief Technical Solutions Manager before becoming certified. Specific to the Foundation position, the required training must be done while in the Foundation position, and before being assigned a certification.

Duties/Job Functions – This is a general list of duties that come along with the associated certification, and is not intended to be an all-inclusive list. The Certification Mentor is responsible for adding, and/or removing items from the list as necessary in addition to maintaining the knowledge or documentation that comes along with the specific duties/job functions.

Deliverables – This is a general list of deliverables that come along with the associated certification, and is not intended to be an all-inclusive list. These deliverables must be met to the satisfaction of the Certification Mentor, the Senior Technical Solutions Manager and the Chief Technical Solutions Manager before becoming certified. This list of items will also be used to gauge the performance of the Certification Mentors while not mentoring anyone.

Certification Mentor – This is the person designated by the Chief Technical Solutions Manager and the Senior Technical Solutions Manager as the person directly responsible for performing the job duties, meeting the deliverables, maintaining the certification pre-requisites, required training, duties/job functions, and deliverables for their assigned certification(s.) The certification mentor is also responsible for mentoring others in their assigned certification.

Self Study – Select, read, discuss, or present to the Senior Technical Solutions Manager and the Chief Technical Solutions Manager or in a group setting the findings from at least 1 self-selected resource. Any resources including the Support library can be used and the resource selected MUST be approved by the Chief Technical Solutions Manager.

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Technical Solutions Manager: Foundation

Pre-Requisites:

This is a promotable position; therefore anyone operating in the Foundation position has to have gone through an interview process and hand-selected for the position.

Required Training:

Self Study - Organizational Skills Self Study - Time/Project Management Self Study - Business Verbal/Written Communications Self Study - Image Self Study - Interpersonal Skills

Duties/Job Functions:

Time and Attendance

Ceridian Approval – Verify that all your support professionals have signed their timecard for the Pay Period. Once this had been completed you will approve all of your support professionals’ timecard for Payroll. This must be completed promptly at the close of each pay-period so that all time cards are submitted to payroll in time to be processed.

Monitor Ceridian as needed – Monitor Ceridian activity daily. Any exceptions that need to be entered should be entered via the Time Card Adjustment link. Verify employees are in compliance with attendance and overtime policies.

ACD Monitors & Queues

The ACD monitors allow you to monitor real-time (note: there may be a slight delay) inbound call activity and agent activity. It also does a real-time calculation of service level based on that inbound call activity. There are a variety of display configurations you can choose from to allow you to quickly gather the most pertinent information you need. You may save preferred display configurations as either a global or personal preference allowing you to load previously saved preferences.

Evaluate call volume by monitoring the calls waiting, long wait, and average TTA (Time to Answer) to ensure that we are staffed properly in general, as well as throughout the day, to cover the heavier call periods. Move reps from Not Ready status or have reps re-prioritize research projects to log in, or to work the queue accordingly to provide optimum level of service to the client.

Analyze/manage call queues - Evaluate status of queue(s) throughout the day. As needed, redistribute focus on ACD vs. queue(s) to best serve our clients.

Create VM and queue schedules and monitor progress.3


Track (and ensure the tracking of) all help/assistance requests

The wall monitors display information pertaining to active calls and work flow.

The monitors show the following four columns:

ACD Talking – This status means that you received a call routed by our automatic call distribution system.

Available – This status indicates that you are waiting for a call from the ACD system or one assigned by a senior staff member.

Non ACD Talking – This status means that you are on a call with a client that you have made on your 7 line, or a call that was transitioned to you.

Unavailable – This status indicates that you are either on Work Timer or you have put yourself in a Not Ready state.

The Work Timer displays the amount of time between calls that you have to complete your notes and compose yourself before your next call is delivered. The timer is currently set for 45 seconds.

If you are ready to take your next call prior to the call being delivered, cancel the remaining unused time by using the Make Agent Ready button.

Not Ready Codes

Only use the Not Ready function for reasons specified in the list below.

Use the following Not Ready/Make Busy codes to indicate your call state:

1. Research - Selecting option 6 turns your status block orange. Use this code when a team leader has approved researching a client’s issue, when sending or receiving a client fax, or when using the photocopier and other office equipment for a case.

2. 15 Minute Break - Selecting option 1 turns your status block turquoise. Use this code when taking one of your two daily breaks.

3. Personal - Selecting option 5 shades your status block turquoise. Use this code when going to the restroom or getting a cup of water from the break room.

4. Call Documentation - Selecting option 2 turns your status block orange. Use this code when you need more time to write-up your calls.

5. Meeting - Selecting option 3 changes the color of your status block to green. Use this code when you are in a team meeting.

6. Supervisor - Selecting option 7 turns your status block orange. Use this code as directed.

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7. Modem Time - Selecting option 4 turns your status block orange. Use this code when you are dialed in with PC anywhere but you are not on the phone while doing so.

8. Training - Selecting option 8 turns your status block green. Use this code when you are attending assigned training.

9. Logging Out - Selecting option 9 turns your status block gray. Use this code before your log out and before you log out of the phone for the day.

Service Levels - Service levels are a means of measuring whether we are responding to

our customers’ needs in a timely fashion. Our goal is to connect a client with a support

professional within two minutes of calling.

Here is an example of how to calculate the service level:

Example: Ten clients call support and are placed in the ACD queue. Out of these ten calls, if seven are received and answered within two minutes, and the remaining three are answered in three minutes, the service level drops to 70% because three of the calls were answered outside of our response window.

Help Coverage / Floor Responsibilities

Floor schedule/Monitor flags - Be available to offer help to reps displaying their flag or other method used within your group.

Create schedules for floor coverage and ensure adequate help coverage throughout the day. Ultimately responsible for floor coverage during all hours of operation.

Manage/maintain help-line or chat coverage as applicable, create schedules etc.

Schedule Adherence & Tracking

o Attendance Adherence Application (AAA) – The AAA monitors employees’ time based on their ACD log in time and compares it to what has been entered into the UNS and also considers any schedule adjustments made in TOM. When an employee doesn’t meet their schedule expectations, the AAA tracker will report this. It will report the necessary action based on any failure to adhere to schedule expectations. In the rare instance that an exception needs to be made it would be done through the AAA. Grace days are also allocated within the AAA tracker. You are responsible for making these exceptions. Any action items need to be forwarded to the appropriate Certification Mentor for immediate action.

o Ensure TOM and AAA is accurate daily.o Make sure people are leaving on time.o Approve/Deny OT on the fly.o Ensure Lunch Schedules are being adhered too Monitoring daily schedules / Monitoring staffing levels.

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Misc – General day-to-day items

o Ensure all appointments are being kept.o Approve live line escalations.o Arrange transitions.o 1st level supervisor calls.

If call is a complaint pertaining to product issues, the call is sent to the Senior Solutions Manager

If call is a complaint pertaining to support issues, the call is sent to the Chief Solutions Manager

o Approve Bomgar usage.

Deliverables:

o Schedules (Floor, Chat, IM, Help-Line, General queue etc.) created and distributed in advance.o Communicate schedule inconsistencies to entire management team daily

Late Arrivals Call-Ins Break Infractions Lunch Infractions

o Submit a weekly report of personnel observations – both good and bad

Examples: Queue jumping, NR code mis-use, work habit tendencies, excessive NR code use (Documentation, Research, etc.)

o Submit a weekly report of call coverage observations

o Submit a weekly report of training needs observations and compiled escalation lists


Certification: Classic/Legacy Product Management

Pre-Requisites:

4 months in the Foundation Position In good standing with current job duties and deliverables. Must be meeting or exceeding expectations as it

pertains to the Foundation position and/or any assigned certifications. This is at the sole discretion of the Chief Technical Solutions Manager.

Required Training:

PCP training Beta Testing Procedures


Oversee Classic/Legacy SMR Process

o Attend classic/legacy product SMR meetings

o Track submissions of SMRs and update classic/legacy support professionals of SMR progress

o Maintain client contact list for SMR submissions

Classic/Legacy release management

o Maintain current shipping list during product releases

o Determine shipping quantity and priority of classic/legacy releases and submit shipping lists to the shipping department.

Beta release testing

o With the assistance of QA, and in conjunction with the classic/legacy solutions professionals, perform beta testing and create subsequent documentation.

o Insure that classic/legacy solutions professionals are trained on new features of the release

o Track issues found during the beta release cycle

o Update/create any required release documentation

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Take supervisor calls from Classic/Legacy clients and provide input on any Classic/Legacy client that is Spotlight.

Deliverables:

Monthly updates from Classic/Legacy SMR meetings Update release plan as needed Beta support plan as needed Release documentation as needed

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Certification: Support Complaint Investigation

Pre-Requisites:



Required Training:

Negotiation skills Spotlight understanding/training CAPA understanding/training


Handle internal requests for supervisor

o Insure internal requests from sales, training, conversions, NSPs, etc for a supervisor are handled

Investigate customer support complaints

o Investigate the legitimacy of customer support complaints using clientele, customer interaction, meetings with employees involved, Verint, etc.

Communicate deficiencies in individual performance to the Chief Solutions Manager based on call

investigations.

Communicate positive outcomes to customer complaints/concerns as directed by the Chief Solutions Manager

Deliverables:

Track and report monthly on departmental level compensation due to support issues Make recommendations during the negotiation process to the Chief Technical Solutions Manager Attend weekly division-level spotlight meetings

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Certification: Call Volume Analytics and Scheduling

Pre-Requisites:



Required Training:

Self Study - Staffing Models (Erlang C, Gross Staffing Model, etc.) Self Study - Staffing and Scheduling Principles Self Study - In depth knowledge of all tools and reports available to help determine staffing


Scheduling

o Responsible for determining how many people are needed to ensure adequate coverage throughout the day, and understanding the associated call volume analysis/reporting that goes along with it.

o Determine/implement lunch schedules and make adjustments as needed.

o Work in conjunction with the [Current Manager] and Training Analyst to determine Training schedules.

o Team Meeting Schedules.

o Create alternate individual and team schedules as needed.

o Ensure teleworker schedules and “in-office” days are being adhered to

UNS & TOM

o Time-Off Management (TOM) – TOM allows you to enter and track all forms of time-off including PTO, RTO, and Floating Holidays. All paid time off should match what is entered into Ceridian for each employee. This needs to be monitored on a regular basis so that any adjustments can be made. You can also use TOM to make sure that you have adequate shift coverage for any given time, to enter any temporary schedule adjustments, and to approve or deny time-off based on the needs of our clients.

o Approve/Deny all PTO requests

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o Verify employee data and adjust as needed – Using the UNS, ensure shift time, and employee information are accurate.

Department Level Stat Tracking

Deliverables:

All PTO requests are entered into TOM and approved or denied before the date of occurrence. Stats spreadsheets are updated following the 1st of every month.

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Certification: Individual Performance Analyst

Pre-Requisites:



Required Training:

Formal Written Business communication training. Self-Study/Mentor help – Demonstrated knowledge of every report available to them (checklist) Strong understanding of disciplinary procedures, standards


Individual Performance Monitoring

o Monitor all aspects of employee productivity. Bring anomalies, performance deficiencies or coaching needs to the attention of the Senior Technical Solutions Manager and Chief Technical Solutions Manager.

o Call Documentation Auditing.

o Provide input and data for each employee eligible for a quarterly or annual review.

Track the growth plan progress of assigned personnel

o Employee Growth Plan (EGP) – Review the status of each employee in the EGP. Bring anomalies or coaching needs to the attention of the Senior Technical Solutions Manager and Chief Technical Solutions Manager.

Audit OT - Individual and Team level/Run reports, and analyze.

o Review the weekly number of hours worked for each support professional. Prior to the end of the week, if necessary, inform any support professional if there may be a possibility of overtime being worked, and if work times then need to be revised. For any overtime worked by a support professional, review reason(s) and if overtime was authorized. Bring any coaching needs to the attention of the Senior Technical Solutions Manager and Chief Technical Solutions Manager.

Audit PTO - Individual and Team level

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o For each support professional, review time-off; check for time used, scheduled in the future, and how much time they have left. Notify the support professionals of their time-off status monthly. Bring anomalies or coaching needs to the attention of the Senior Technical Solutions Manager and Chief Technical Solutions Manager.

Write and track the progress of DA, PIP, AP, etc.

o Write all disciplinary action forms, performance/training action plans, performance improvement plans, and the like.

o Track the progress of all individuals currently impacted by DA, PIP, or APs. Keep the Senior Technical Solutions Manager and Chief Technical Solutions Manager informed on the status of those on plans.

Deliverables:

Inform dept head of all individual performance deficiencies Keep dept head up-to-date on the status of all individual performance related documentation Provide regular updates to dept head on all EGP related progress Provide OT Summary to dept head following every pay period Ensure that TOM, and Ceridian match from a PTO perspective Provide a PTO balance summary to all employees monthly Provide input for Performance Appraisals Approve all written documentation through department head


Certification: Team Building and Motivation

Pre-Requisites:



Required Training:

Public Speaking/Presentation Skills Teambuilding tactics


Recognition and Connection Coordinator/Lead

o Work with team to create a team building event for all Recognition and Connections.

o Insure all “kudos” and Star Player nominations are printed and presented at all Recognition and Connections.

o Responsible for gathering all information required for Service Certificates and sending it to the person responsible for printing.

Departmental level motivational activities (games, food, activities, etc)

o Coordinate department level motivational activities within budgetary constraints.

New Employee Mentor and Assimilation

o Work with new hires as their mentor to help them become acclimated to the PracticeWorks work environment. Be available to assist with any questions and requests during their first 90 days with the company.

Share and celebrate all customer “kudos”

o Send out recognition to department when any “kudos” are received from clients. Insure that the “kudos” are printed and placed on the Wall of Fame.

Team Meetings Leader

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o Schedule team meeting on a weekly basis

o Work with the Senior Technical Solutions Manager and Chief Technical Solutions Manager to create a weekly meeting agenda for all reps.

o Lead weekly team meetings with exception of the team reporting to the Senior Technical Solutions Manger.

o Keep meeting minutes and distribute to attendees after every meeting.

o Keep an electronic copy of all team meeting agendas.

Deliverables:

Monthly motivational events (apart from Recognition and Connection) Event plans submitted to Chief Solutions Manager for budgetary approval prior to event Monthly Morale Feedback (event surveys) Birthday/anniversary announcements Team meeting agendas and minutes (to include roll call of attendees) Maintain records of personnel likes/dislikes and motivation preferences (public, private, etc) Document all customer “kudos” in UNS as needed

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Certification: Performance Coaching and Employee Communication

Pre-Requisites:

Must have certification in Individual Performance Analysis and in Team Building and Mentoring In good standing with current job duties and deliverables. Must be meeting or exceeding expectations as it


Required Training:

Conflict Resolution Coaching Verbal communication Performance Evaluation writing


Division Coachingo Review Verint Evaluations with support professionals – Complete required call evaluations using Verint. After

reviewing the QSAT evaluation for a call you must complete a technical review of that call. This call and the corresponding evaluations should be discussed with the support rep. Coach on areas that could be improved upon and give praise for a job well done.

o Review the status of each of your employees in the EGP. Counsel those employees who are not meeting their targets and formulate an action plan if necessary. Make sure that all employees understand where they stand in the growth plan and what it takes to move to the next level.

Deliver PA, DA, PIP, AP

o Employee Quarterly Progress Report - Complete a Quarterly Progress Report for every team member reporting to you prior to the quarter that they are done. Submit the QPR to your Manager for review. Discuss each of the items on the Report with the team member. Coach them if standards are not being met. If necessary, also complete a Training Action Plan or an Action Plan, and discuss with support professional. Quarterly reports are due in August, November and February with the annual review due in May.

o Annual Employee Reviews – With input from all related Solutions Managers, complete an annual employee evaluation for every team. Use the Quarterly Progress Reports as a basis, as well as other areas of criterion to determine the most accurate scores to use for each line item on the Review, Calculate the average percentage. Determine if the employee qualifies for a merit raise. If necessary, also complete a Training Plan and/or an Action Plan for that employee. Submit the annual review (as well as any other possible Plans) to your Manager for review. Schedule to discuss the Review (as well as any other possible Plans) with the employee.

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o With recommendations derived from individual performance analysis, complete all PIPs, DAs, and Action Plans in accordance with departmental policies and procedures.

Communications documentation

o Document employee communication in the Support Systems UNS database. Employee 1-on-1 meetings

o Hold monthly 1-on-1 meetings with each employee to discuss overall job performance and career guidance.

Deliver verbal warnings when required

Be available to employees for private discussion

Deliverables:

Maintain 1-on-1 meeting schedule in Outlook Document employee communication in the UNS and attach screenshot of EGP progress after every scheduled

employee meeting Maintain a 100% completion ratio of CSAT to technical evaluations

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Senior Technical Solutions Manager – Product and Client Concentration

Responsibilities

Candidate Selection Approval with Chief Technical Solutions Manager Delegate all internal and external escalated client issues Tracks all internal subject matter experts Decision maker for SME assignment Tracks all internal escalations through to completion Ensure escalated policies and procedures are being adhered to Release Management (Enabler/Maint./Major) Work with STA, TSA 2, and KA to insure new product information is disseminated to the team prior to all

product releases Oversee Spotlight Process and attend weekly spotlight meetings Escalated calls related to product issues Attend Business Team Meetings with CSM if applicable Attend Product CCB Meetings Attend Product SMR Meetings Product Root Cause Analysis Meetings (with team) Knowledge usage analysis

o Top 10/20 call tracking and issue analysiso Track impact of efforts to drive down top calls

Knowledge base utilization auditing Escalated call topic monitoring for training input Work with training analyst to insure ongoing product training Provide input for weekly divisional team meetings Work with Chief Solutions Manager to drive global solutions center initiatives Work with Solutions Managers on all divisional training actions plans Manage all interdepartmental relations ( i.e. be the expert in what other departments do and serve as a

liaison to them.) Separate/coaching/reviews/scheduling/team meetings from the rest of the group

Deliverables:

Assist in tracking new hire progress through Phase I/II Summary of results following each CCB Meetings Summary of gate review meetings, new features, system spec updates/changes, beta progress Weekly updates on ship/run activity from version to version Weekly updates on spotlight activity (post Spotlight meeting) Indirectly produce knowledge newsletters twice a month, and daily/weekly, mothly top 20 calls, etc. Departmental initiatives delivered upon request Weekly team meeting agendas prior to meeting

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Results of individual coaching logged in UNS

Chief Technical Solutions Manager – Employee Concentration

Responsibilities

The Chief Technical Solutions Manager will work with the divisional Technical Solutions Managers to insure the following

Call volume analysis Employee Scheduling Employee coaching Individual performance analysis One-on-one employee meetings as needed Weekly team meetings Day-to-day floor coverage and operation Technical call evaluations Motivational activities Annual and quarterly reviews PTO/RTO approval and management Ceridian time and attendance All PIPs and Performance Action Plans Manage UNS utilization and employee communication documentation Handle all employee related complaints from internal and external customers Insure all departmental and company policy and procedures are followed Divisional budget planning, submission, and monitoring Anything else related to employee management not mentioned above

Deliverables

Monthly divisional statistics Individual performance reports PTO/RTO balances to employees Weekly meeting agendas Service Certificates Call evaluation analysis Progress report on all employees on PIPs or Performance Action Plans Report on any internal or external customer employee complaints and actions taken to address

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technical solutions manager growth plan

Documents

associated certification

certification prerequisites

certification mentors

llc technical solutions

required training

training items

foundation position

list of items