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Operations: Week of August 11 Overview

Mark West

Mark West

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Hello all,

Headlines from Operations last week....Incredible week of milestones - again!:

5 days consecutive days over 300 in External Operations

Record weekend numbers as well

Unbelievable record week in External Operations

Operations seems ready for even more as demand increases

Resolution of errors Lifestyle

New attendance policy and scoring

OPT adds very qualified colleagues


OPERATING GOALS

5 days consecutive days over 300 in External Operations

After the milestone of hitting over 300 on the last day of July, the first full week of August has had nothing but highs over 300 all week, with the new record set on Wednesday with 361.  Operations was not expected to hit these numbers until September when OPT was to reach an average of 300 and a high of 350.  If this trend continues, then OPT will not only meet it's September target in August, but actually somewhat exceed it.


Record weekend numbers as well  

While it should be no surprise with the operational numbers we've been seeing during the workweek, Saturday and Sunday for last week were by far the highest numbers for each respective day yet at 184 and 164 External Operations.  


Unbelievable record week in External Operations  

With the transactions being over 300 during the weekdays, and record weekend numbers, it is no wonder that we continue to exceed our weekly goals as well, but exceed in this case is an understatement.  This week, the goal we set for ourselves was 1725, which would have been a strong 7% over the previous week of 1644.  However, we've managed to handily beat expectations with a resounding 1992, a huge 21%.  While we are very proud that our group could achieve this type of goal, moving forward we are still setting our future goals in the 5-7% range.  However, assuming similar daily numbers for the rest of the month, we are currently tracking for a 7,500-8,000 month.  


Operations seems ready for even more as demand increases

Last week the OPT team showed its capabilities with how they managed what turned out to be a record day of 293.  This week has provided a further stress test of sorts for OPT as they handled a week of highs all over 300.  Despite this, OPT knows that this is just the beginning of things to come, so additional improvements and policies are being put in place to further fortify the team and its ability to even higher operational numbers.


OPERATIONAL IMPROVEMENTS

Resolution of errors Lifestyle  

Growth often sees its fair share of quality obstacles.  Lifestyle stumbled primarily in that many of the items that we turn around have no real way of QAing.  An appointment is either set or not, not much opportunity to review.  This differs from Growth and Data, both of which, have a good opportunity to double check the work before it is sent to the client.  Despite this, beginning today, various steps are being put in place to bring better oversight to Lifestyle, in an effort to considerably reduce the incidence, as well as the possibility for errors.  These include a new Auditing process, a individual checklist for each instance to ensure an internal double check before sending, agent review and feedback sessions, and development of an automation process that could give us a better handle on QA even before it is sent.


New attendance policy and scoring

OPT has developed a new attendance policy with tracking and rules.  It is a points based system that will track the performance of all agents and includes guidelines for managing top and bottom performers.  Depending on the agent's point level, specific actions are outlined.  On the positive side, the system also includes rewards for those that have stellar attendance.


OPT adds very qualified colleagues  

As of late last week, OPT has received some much needed support in light of the operational numbers we are now experiencing.  Oyon and his team of programming specialists (Anmel, Andres, Manuel, Javier, and Oswaldo) move over from TNG to OPT,  officially reporting to Manoj in Growth.  While the business results are obvious where additional people will not equal additional costs to Invisible.  The true benefits are behind the story as Oyon has been working extensively with Manoj on analytics for the past few weeks and Oyon's team has also increasingly started to take on client work.  Moving forward, Oyon and his team will be helping in both the analytics/data realm as well as in the operationally intensive Growth Delivery Unit. Additionally, Oyon and his team will also be helping develop vertical automation for the Operations Team, beginning with Scheduling.


Happy Monday to all and here's to another great week.


Mark

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