The managers would like to clarify expectations during times you help out in the Call Center.

Max is the quarterback for the Client Services Call Center; he calls the shots when it comes to logistics. Max may reach out for call center assistance from people who are not regularly assigned to the call center in times when additional coverage is needed.

The managers want to clarify expectations for that assistance.

Phones: If Max asks you to help with calls, you should sign into the split and AUX in to take calls. Using a computer in the call center area is recommended as it facilitates communication with the team. Joining the #callcenter channel in Slack is also recommended. Unless Max specifically asks you to help in the queue only, or do some other specific task (such as assisting other phone technicians) you should assume that taking calls is priority number 1. This is usually where we need the most help.

Prior obligations: If you have conflicting priorities that would prevent you from taking calls (such as an appointment with a customer), please let Max know.

If you have any questions about these changes, please discuss with your manager. If you need training or a reminder on how to do something, please ask Max or another member of the regular call center crew.