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08-19-2003, 09:07 AM
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Job Description/Training Outline
I am trying to update my Monitoring department and am looking for information pertaining to Actual Job Descriptions and a training outline. Currently this department has none and is way outdated.
I currently have 3 Monitors Each monitors thier own queue, (Sales, Customer Service and TEchnical Service)Each has a responsibility of Monitoring of about 18 people during non-Peek times and jumps to about 30-40 operators each during Peek Season. The monitors do not do any coaching, they monitor, for quality and send results to the Supervisors/Leads for the actual coaching session. Any thoughts or recommendations on informatoin would be apprecated. 
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