3.On Time Accountability & Call Center Collaboration

Daily MANAGER’S CHECKLIST

1.TEAM SUPPORT & COMMUNICATION

☐ / Make yourself available at all times to help Team Members fulfill our Core Values and Processes.
☐ / Check and update your communications tools: (slack, email, text, voicemail)
☐ / Check and update relevant info and tasks (Nozbe/Asana, Align, Work board)
☐ / Directly assist with team training specifically refers to Monday or Thursday.
☐ / Recruit and interview new talent

2.image accountability

☐ / Inspecting uniforms to be clean and being worn professionally (Pressed, black belt, black shoes etc.)
☐ / Inspect Vans are washed and kept clean in and out
☐ / Upload your team’s image and van photos to slack
☐ / Monitor and address van related issues that need to be addressed by the Operations Manager?
☐ / Maintain the Technician common areas.

3.on time accountability & call center collaboration

☐ / Verify Onsite Time Reporting and proactively communicate with technicians
☐ / Verify all open calls / return / carry-over calls are scheduled.
☐ / Assist dispatcher on planning reductions of capacity for scheduled days off
☐ / Verify windows for today, tomorrow and adjust “Annie” accordingly
☐ / Communicate minimum # number of calls needed each day to dispatch and Call Center Mgr
☐ / Identify top opportunity calls and assign best Techs coordinate strategy for the day with dispatch
☐ / Set up first calls with dispatch the night before no later than 8 pm for A shift and 10 am for B shift

4.meeting attendance

☐ / Attend and engage in the daily huddle with what’s ups, stucks and KPI numbers
☐ / Prepare for and attend the weekly, monthly and quarterly Manager’s meetings
☐ / Cash for groceries and emergencies.
☐ / Consent for medical treatment forms and insurance cards.
☐ / Your travel itinerary.

5.sales management

☐ / Review the DMR daily
☐ / Look for strengths and threats and identify solutions to maintain pace to budget goals.

6.sales management

☐ / Review the DMR daily
☐ / Look for strengths and threats and identify solutions to maintain pace to budget goals.

7.invoicing and paperwork

☐ / Review prior invoices, Inspection and Option forms and providing coaching
☐ / Review accuracy of work done notes and Repair vs Replacement Options
☐ / Review Follow-up opportunities and Assign

8.technician accountability

☐ / Review - Fleet-matics braking and harsh driving alerts
☐ / Review warranty calls per tech and look for issues or improvements
☐ / Review NPS surveys to celebrate and fix as needed
☐ / Review happy call feedback to celebrate and fix as needed

9.ride a longs & one on one cOACHING

☐ / Perform Ride a longs at a minimum of 5% of calls ran this week
☐ / Watch them implement the system and help them improve after the call
☐ / Providing feedback with Curbside Evaluation and encourage them to compete self-evaluation

10.CUSTOMER SERVICE

☐ / Review “Annie” for any parked or Concern calls
☐ / Respond to any customer concerns and resolve them immediately
☐ / Respond to any parked calls and handle them in a timely manner?
☐ / Find and implement long term solutions to recurring concerns

I affirm that I will take ownership of the Manager’s duties and any additional responsibilities as directed by my Operations Manager.

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