1

1 Evaluate 4 Ensure
Follow Up

Educational Learning Plan In-Shift Meeting Educational Learning Plan

(Assistant Contact Center Manager) (Assistant Contact Center Manager) Supervisor Shadow Observation (Assistant Contact Center Manager)
(Assistant Contact Center Manager)

80/20

Daily Supervisor
Meeting
Strategic Seating
(Supervisor)
80/20 Rule
Supervisor Checklist
5 Closed-Loop
(Assistant Contact Game Plan
Center Manager) (Supervisor)
Observing & Coaching
(80% Supervisor)

2 Plan 3 Execute

Supervisor Packets Redinked ACCM Shadow Observation

(Assistant Contact Center Manager) (Contact Center Manager)
Weekly KPI Action Plan - WKAP
(Assistant Contact Center Manager)

6 TOPS Problem Solving Process - PSP

DMAIC
Green Belt (CCM/AM/QAM)
AFT Agent Follow-up Tool
(Assistant Contact Center Manager) 11
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