Support Team Department Information

Support Agent Break Schedule

Each team member Is allotted a total time of 1 hour for breaks per day.

You can break your 1 hour up Into to three separate breaks maximum. Meaning (2) 15 min breaks and (1) 30 min break.
Break time cannot be used at the end of the day to leave early or at the beginning of the day to start late. Breaks do not rollover.
If you are unable to leave on for your break during the scheduled time, for whatever reason, you are expected to take your break as soon as you are done with that task.
We should work together to make sure everyone Is able to take their break during the scheduled time, and that no one has to stay later than their shift to cover someone during their break. This means transferring phone calls (if necessary) to another agent, communicating when leaving and returning, and being punctual always with your return times.
It is very important that two agents stay active while one is on break. Please make sure to use your break or lunch emoji to signal to the rest of the team when you are off and on.
Regular lunch break schedule should be decided on by associate and managers. Once decided, associate should add lunch break calendar block during specified time on days worked.

1:1 Monthly Meetings

The purpose of your monthly 1:1 meeting Is to receive clear and consistent communication and feedback from your Assistant Manager and Senior Manager.

This Is also a great time to provide feedback to your managers about process Issues you've Identified, or other department enhancements you feel would benefit the Fetch support team.

Process Guide

The 1:1 Form will be filled out together during the schedule monthly 1:1 time
Associate should bring the following Information to the 1:1 meeting:
- 2 call examples that you feel could have been handled differently and would like feedback on
- 2 call examples you feel were very successful
- Any opportunities or roadblocks you've encountered and would lilke to talk through
Senior Manager will bring the following:
- Associate's previous months performance (KPI's)
During the meeting:
- Discuss/define next 30 day small goals
- Assess action Items (If needed)
Post meeting: Assistant Manager will review calls and provide feedback within 1 week

Communicating Meetings

Just like breaks, It Is Important to communicate to your teammates when you are unavailable due to a 1:1, training or other meeting so that you can participate In your meeting distraction free.

Support associates should add any meetings to the "Support Meetings" shared calendar to communicate to your teammates when you will be unavailable.
Other than Support Team and Company meetings, If there are multiple meeting conflicts- associates should work together to see If meetings can be adjusted to ensure appropriate business staffing
The shared calendar should be added (along with the Customer Support Team Calendar) and kept open throughout the day to reference.
When heading Into a meeting, associates should also ensure that the meeting emoji Is updated on Slack to communicate you are unavailable and In a meeting, emoji should be removed once your meeting has ended.

Adding a Meeting

All other meetings aside from 1:1's with your manager should be added by the associate onto the calendar. Your manager will add all 1:1 meetings. Video and steps below:

Select date/time of meeting
Format "Name Meeting" example: Kelsey Meeting
Update visibility from busy, to free
Select "Support Meeting" calendar
Save

Slack Status

Once you log on for the day, please set your Slack status to "On Support" with the phone emoji. This status should be set while Agents are on Support (taking calls, working on tickets, verifications, etc.)

If you are going on a break, please set your Slack status to "On Break" with the peace sign emoji.

If you are going to take your lunch, please set your Slack status to "On Lunch" with the food emoji of your choice.

If you are heading into a meeting, please update your status to "In a meeting" and select the calendar emoji.

If you are heading into a training or coaching session, please update your status to "Training" or "Coaching" and select the memo emoji.

Please note that if you are taking your break or lunch on time, you do not have to let the team know in the support-chatter. If you are taking your break or lunch past your scheduled time, please let the team know in the support-chatter.

For Example:

Scheduled lunchtime - 1 pm - 2 pm: Support Lunch - Alex

Current time: 1:05 pm (Alex has not gone to lunch yet due to being on the phone with a customer)

Time: 1:10 pm. Alex finishes their call with the customer and is currently notating on the reservation notes.

Time: 1:12 pm. Alex goes to lunch.

support-chatter

1:12 pm - Alex: going on lunch. brb in 1-hr

Alex is now scheduled to return from lunch at 2:12 pm.

support-chatter

2:12 pm - Alex: back

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