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TS Access Q1 Review

Quaterly Bussiness Review
by

Vanessa Vega

on 16 January 2013

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Transcript of TS Access Q1 Review

Online and Offline volume split
Monitoring backlog accounts
Optimization resources
Extended learning curve TS Access
& Dispatch Q1 Review CsC TS CMD Organization Chart Scorecard Thank you!

Q&A TS Dispatch Projects FY13 2. TS/PPS split completion TS Access Challenges LHN & MC cu line transition
New groups alignment (multitasking)
ESSN support
Bangalore training
Agent motivation
No time for training
Vacation allowance limitations
High rotation 1. Low Staffing Jose Vasquez
Extended Hours
All Areas Brenda Venegas
Mid West &
Ohio Valley Areas William Matamoros
Partner Coordination &
Canada Raquel Cantero
South East &
South Central Areas Stephanie Sanchez
Admin. Assistant Fanny Mena
MC / CAPs / MV
Online Queues Melissa Cespedes
Status / Admin Call &
Queues Offline Vanessa Vega
Call Routing Team &
Mailbox Offline Floribeth Benavides
Non Stop & MC Call
Receipt/CAPs Offline TS CMD Access
TS Custom & Critical
Accounts Diego Wo Ching TS CMD Tower Manager Oscar Mora
Mid Atlantic &
North East Areas Johnny Gutierrez
North California &
North West Areas William Mills
BOA/GM &
South West Area Anita Oyarzun
BOA/GM &
New York Metro Ernesto Guerrero
TS CMD Dispatch Juan P. Barrantes
TS CMD DSS Roberto Hernandez
TS CMD OSE Carolina Chan
TS CMD BPA Maria Andrea
Amador
TS CMD BPA Enrique Herrera
TS CMD OSE Pablo Soto
TS CMD BPA Rocio Fonseca
TS CMD BPA TS Access
Projects FY13 DSS Projects
FY13 Agenda Danny's Intro
Org Chart
Scorecard
Attrition/Rotation
Challenges
Projects for FY13
Pass down from Diego Current HC
Attrition & Rotation TS Dispatch Challenges TS Dispatch HC TS Access HC TS Attrition & Rotation Forecast
Jose - lead
Andree (backup)
Daniel Raquel - lead
Mills (backup)
Pamela S
Shakira
TS Engagement*
Oscar - lead
William (backup)
Johnny
Stephen
Marlene
Luis Herrera
Brenda - lead
Anita (backup)
Karen
Diana
Alejandro
Fishell Transportation Cost
Workgroups
Shrinkage
SCS / MRU
CPCM (Billable Minutes) Talent Management
Recognition
Motivation
TS Activities
VOW Operational Performance
Business Transitions
Parts & Logistics
BCP-DRP
Efficiencies
AULO Field Representatives
Stakeholders
Empowerment
Quality Assurance
Networking
Did you know? Finance  People  Business  Customer TS Leadership Distribution Headcount Limitations:

Currently operating with 170 resources, which includes BOA and PCA & LAC support on a 24x7 basis

Lack of backfilling since March FY12 (promotions/internal /lateral movements etc…)

Currently we have stretched our resources but still there is minimum support across the areas & shifts (vacation limitation environment)

External Volumes (PPS/MPS):

Currently managing first dispatch & reworks for FED/ PPS /MPS (shared & TS primary)

Process/ Tools alignment:
OC/MC Dispatch process alignment (learning curve both ways), Increased process scope (BRS, Wells Fargo, DS)

Intermittent BCP´s/system/tool issues

OPT usage learning curve Pass down from Diego
Full transcript