Default Tasks 

• Timekeeping and attendance monitoring

• Communication channels (Slack, Teams, Discord, Whatsapp, etc.), calendar, and email management

• NHE, PAN, CAN, Exit Endorsements, Jira requests, NTE or document drafting 

• Check and update campaign trackers and dashboards

• Monitor dialers and subscription renewals

• Agent EOD and responsiveness monitoring

• Daily agent productivity and issue reporting

• Quality checking

• Recruitment orders, and candidate screening

• Assist in client kick off/ training/ onboarding preparations

• Assist in coaching, PIP implementation and issuance of NTEs

• Invoice payment tracking

• Reports as required

• Work schedule is from 9:00PM to 6:00AM (8 hours of work, with 1 hour break)

• Should be on site or logged in at least 15 minutes before the shift for any personal or work related preparations

• Log in/out and break in/out should be logged on Jibble (office kiosk)

• Use of the Nap room should only be during the break period, on break in Jibble

• Any missed logs or issues should be emailed to ops@virtualchamps.com with proof of work and issue reported to IT/HR

• Any Work From Home request should be pre-approved, at least 4 hours before the shift starts

• No more than 2 unexcused or unplanned leave of absence in a month

• If 2 or more days of Sick Leave, a medical certificate should be provided

For client, agent or internal:

• Email - within 1 hour (Acknowledge the receipt or respond to the concern with a resolution)

• Chat/SMS - within 10 minutes (Excluding break or outside shift hours)

• All meetings internal/external must be logged or scheduled on Google Calendar

• Client Health status will automatically update on Discord on Wednesdays - 10:00PM PHT

• Client Health without an updated status will be flagged in management

• Upload or reference proof of client check in or why that was the status indicated

• If a status changes within that week and the Client Health has already been updated, the assigned POC would need to input a new update on friday.virtualchamps.com for the records to be current and reflecting the actual status of the campaign

• Monitor the campaign and AMs chats or emails, raise any concerns or comms that should be responded to by the AMs

• Draft a response for the AMs if a template is not available

• Provide coverage for the AM if the AM is out or not available

• Discord public channels must always be used for official comms and avoid sending Direct Messages

• As agreed, we must comply with any inter-departmental requirements or policies

• This should be drafted once the campaign is endorsed or before the campaign starts

• For all service types (AS/CC, SDR/BDR, Customer Support, Customer Success, VA, etc.)

• Cross check if this is accurate based on EODs

• If there are no logs, proof of work must be provided by the agent then emailed to hr@virtualchamps.com cc: ops@virtualchamps.com

• If the agent fails to log in/out 2 or more times, it should be flagged to the AM for corrective action

• Disputes regarding logs to be considered for payroll must be emailed to Finance and approved by OPS leadership before releasing

• Client or campaign input

• Any change in the client status (intro, onboarding, start, churn) with accurate dates and all other information

• OAs with direct assigned accounts should update their own Client Health on friday.virtualchamps.com 

**Churn reason should be coordinated with the AM

• OAs will be assigned accounts instead of shared (if there are 2 OAs for 1 AM)

• OAs will be directly responsible for the attendance, EODs, QA, performance tracking and monitoring of these accounts

• Should have a scheduled meeting or quick check in call with each agent weekly

• Both OAs under the same AM should be across the AMs accounts if coverage is needed (for LOAs)

• The future input would be on friday.virtualchamps.com or as advised

• Interim process would be a folder for each campaign containing: (shared to OPS)

• Campaign's EOD sheet maintained daily or depending on the campaign's schedule (input from the agent or OA)

• Campaign's QA sheet - quality checked or assessed by the OA per campaign on a daily basis

• A copy, recording or a screenshot/proof of what was QA needs to be linked on the sheet (or uploaded to friday.virtualchamps.com in the future)

Providing an EOD summary of all campaigns assigned to the AMs through email cc: ops@virtualchamps.com

• Should notify the AM if they need to reach out to the client for follow up

• Assist in any collections effort for active, paused or churned clients

An NTE will be issued for failure to follow the daily and weekly SOP's

Disqualification from the incentive if:

1. Client Health is not updated/declared correctly - accounts from green or yellow to red

2. Churn of clients with marked potential (by management) without identifying risks

3. Accumulated 6 NTEs per quarter

Any update to the existing SOPs will be announced through the Discord channel on the day it was changed and can be referenced on the Manager's Toolkit

For questions or concerns, please send a message to the Operations channel on discord or contact emma@virtualchamps.com