Job Proposal Two key functions for a supervisor to be successful are queue awareness with a s trong presence on the

floor, while maintaining an active role with emails that r equire a supervisors attention. Unfortunately the volume that currently exists w ith emails requires so much attention that previous supervisors have isolated th eir focus to maintaining emails at a manageable levels. If the focus is to shift on the floor than emails will suffer as a result due to the volume of emails, w hich can be over 200 on a weekday and doesn't take into account the threads that are already active. When trying to do both, the result is average at best and q uantity takes precedence over quality. Because of this, emails that require more attention can be overlooked. A majority of emails received in the supervisor qu eue do not actually require a supervisor to be involved (ie. assigning an email to an agent, or trying to get an update from another department, etc.) To ensure this volume is handled quickly, accurately, and appropriately I propos e that we have a dedicated supervisor email liaison. Key responsabilities Emails are assigned out to the proper recipient Maintain the email queue at a reasonable level Follow ups are being done Ensures agents reply back to emails Is able to summarize and gain control of multiple threads about the same issue Emails that require a Supervisor are not being overlooked and handled in a timel y manner Able to assist when the queue reaches 15 minutes This would be beneficial to the supervisors as four out of the seven days there will only be one supervisor, so the email volume would not fall solely on him on days when it can reach an overwhelming amount. The focus can now be primarily o n the queue, agents, escalated issues, work closer with other departments and pe rform additional task as they are assigned. This environment would encourage and facilitate a new image for the supervisor position. . The role has changed, so must the way it is approached. A role that has seen many faces and despite the d ifferent approaches the end result has been similar. This does not liberate a supervisor from being responsible for the emails in the ir inbox, rather help filter through the most relevant information. They will st ill be required to be involved in escalated issues as needed, and follow up with sites directly as required. As the solution center changes, I feel that we can succeed in new areas. With strong coaches, more training and escalation team, th e supervisors can be more involved and an email liaison that would be the backbo ne. I would love to discuss this new position as I believe it is a plausible, with b enefits to the company as a whole. Cheers