Teresa's Journal
8:00 a.m. Meeting with the Training Bay Staff to plan the week,
discuss strategies, and address concerns within the department. Our Monday morning
meetings are the anchor for the week. I provide team assignments (which trainers
will be working with each trainee) and give direction for the week. We discuss the
progress of each trainee and how they have done over the past week.
9:00-10:30 a.m. Helped trainees on the floor: Logging in to the
systems, answering questions, etc. The new call center is under construction so
things are hectic around the work areas.
10:30 a.m. Meeting with recently hired employees (2nd week of employment)
and covering advanced sales modules. Question and answer period. What are they experiencing
on the phone? What types of objections are they having trouble with? We covered
Quality Assurance Guidelines (call monitoring and recording worksheet) and described
in detail all points that must be covered in each reservation phone call.
12:00 p.m. HR paperwork-tracked down payroll issues for a few trainees-assisted
them with their benefits. Caught up on some emails and ran previous day's numbers
and analyzed month-to-date numbers.
12:30 p.m. Whew! Went out to lunch with some of my trainers and
a supervisor. Great Chinese restaurant right down the street. We laughed a lot!
1:00-3:00 p.m. Met with operations manager to discuss meeting schedules
for trainees and to discuss upcoming shift changes. Followed up on some quality
assurance monitors with several trainers (training bay helpers) in regards to the
coaching and development of trainees in different stages. Met with sales manager
to discuss disciplinary action and review some employees performances.
4:00 p.m. Processed paperwork (status changes, etc.) and prepared
for a meeting with my boss at 5:15-a conference call, as he is in California.
5:15-6:00 p.m. Conference call with my boss. The numbers are up!
Most trainees are right on track. New class starts Monday! We'll do it all over
again!
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