MENTOR GUIDE
Direct head of the VAs, directly responsible for their team performance and evaluation.
Assist the Supervisor in tasks.
DAILY CHECKLIST
TM SATISFACTION
Ensure that your Team Members are Satisfied with their current workload, with how their team is going, with the company environment and etc.
TM HEALTH
Ensure that your team is in healthy condition to work, and if not, ensuring that their health comes first is a must.
TM DAILY PERFORMANCE
Ensure that your Team Members are performing well in their tasks
TM DAILY TEAM REPORT
Mentors shall have a daily summary report on how their team is going. In which their current daily team report will be utilized.
MONTHLY CHECKLIST
MENTOR EVALUATION TO TMS
Mentors to evaluate the Team members using the prescribed evaluation sheet
TMS EVALUATION TO MENTOR
Team Members to evaluate the Mentors using the prescribed evaluation sheet
SUPERVISOR GUIDE
Approve any roster change, roster management, Timesheet, and leave requests.
Direct head of the Mentor.
NAVIGATING DEPUTY
RAISING A TICKET
For any irregularities in the TMs shift. From being late, to awol, to responses in changing their shift. To ensure that all of these would be recorded properly, a ticket must be raised via deputy.
A ticket is represented by a message in the Deputy Newsfeed. All tickets must be tagged to the Leadership team, which is composed of Sean, Trev, Maya, Coco, and Jehan.
This can be done via Phone and via PC.
Format of the ticket would look like this:
[SUBJECT HEADER] [DATE]
[Message and explanation]
[Attached Proof if there is]
ACCESSING EMPLOYEE INFORMATION
Having a supervisor access can be tricky. The only information you can grab are for all with “Employee” access.
While editing their shifts, you can only edit client hours of the team members assigned to you and but you can edit everyone’s internal hours.
You can identify which client hours can you edit by checking the “Location” portion of deputy.
CHANGING AND PUBLISHING SHIFTS
SWAPPING SHIFTS
DAILY CHECKLIST
MONITORING TMS BRIEF INS AND OUT
Ensure that no one is late or AWOL. (Didn’t brief in for more than 15 mins). For any irregularities in their shift, please be sure to raise a ticket via deputy.
Summary can be seen in the location section.
MONITORING LEAVE REQUESTS
Approving Leave Requests. We’re not completely strict with our leaves given that it is unpaid, but we have to ensure that these are all valid, and it doesn’t compromise their work.
TMS ROSTER CHANGE REQUESTS
Any Changes on their roster, all you have to do is edit their shift.
Please be sure to hit publish after.
MONTHLY CHECKLIST
TMS AND MENTOR EVALUATION SUMMARY
Creation of the summary of the TMs and Mentor Evaluation using the prescribed template
TMS AND MENTOR EVALUATION SUMMARY
Mentors to evaluate the Supervisors using the prescribed evaluation sheet
SUPERVISOR EVALUATION TO MENTOR
Supervisors the Mentors using the prescribed evaluation sheet
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Be sure to just add this note in the “Comment” section of their shift.
As much as possible, mentors should be the ones handling basic troubleshooting.
Mentors and Supervisors, please encourage your Team Members to first look for an answer or an action plan, once they present the action plan to you, that’s when you tell them if its correct or not.
Share action plans or comments via the support gcs so everyone can be CCed.
At the same time, If your team members has inquiries as well, please direct them to the support gcs.
If a team member is late because of a proper reason (e.g. internet stability, transferring to a coffee shop, black out, etc.). You can extend their shift so they can still take their 8 hours.