Day in the Life - Team Leader, Roadside

2:50 pm - I start work.   It is starting to snow and I’m glad to be safe inside. I take the elevator up to the second floor and head to my desk.

3:00 pm - The first thing I do is check the computer system for any follow-ups from the day before. I take care of a few pressing issues and pull some reports I need for the Performance Empowerment Program (PEP) Talks I have scheduled with team members tonight.

4:00 pm - I just finished my first PEP Talk of the day with a rep who has been on my team for two years. She is applying to become a Team Leader (I think she’ll be great), so we talked about her goals and a small area she needs to improve.

5:45 pm - I’ve just been told that two reps scheduled to start at 6:00 can’t get in - that’s going to make for a busy night! We’ll be extra busy because of the weather. I’ll have to make a plan to reduce customer wait times.

7:00 pm - Time for dinner! I think I’ll take a look at a few reports while I eat.

7:45 pm - I start work on my team’s performance reviews. There are two due this week and I need to have them ready on time. I reference their reports to show them real evidence of how they are doing. Coaching my reps is definitely the most gratifying part of my job.

9:00 pm - It has been a very busy night with a high number of calls. My team has worked hard to control the wait times and help all our callers, and I jumped on to help when we had too many calls in queue. I’ve been monitoring some calls and the results are good overall.

10:15 pm - I have my monthly meeting with my Senior Team Leader tomorrow to discuss my team’s performance and set our goals for the upcoming month. I run some reports to prepare.

11:00 pm - Time to leave for the day. I say a few farewells and head down to the parking lot. Driving home, I’m pleased with the way my team pulled together. I’m glad I have the chance to motivate and coach such a great group.