The vCreative On-Boarding experience for Operations Department New Hires
You should feel comfortable with the back-end workings of our systems by the first week. Not fully knowledgable, but comfortable enough to receive questions and issues with a general idea of where to start troubleshooting.
New employees will learn about the culture and work environment within the first week. You'll understand that even though it's a self-motivated environment there is still a direct manager and mentor guiding you to stay on top of your work. Also, that we are family oriented and fun!
The goal
we want to set for new employees
is keeping up with the quick and excellent customer service that we are known for. We could explain things to you all day but you won't really learn until you get hands-on and ask questions as you go.
Operations (Client Services) Training
1st week
Day 1 - Orientation - Holly/Doc
New Hire "paperwork"
Setup accounts: email, zendesk, sendgrid, vPPO, vPromo, Tracksmart etc...
Remote access to setup hotkeys, shared drive, browser tabs, explain why each one is needed.
(Official Browser tab setup: [Zendesk - Agent] [Zendesk - Dashboard Visitor] [vPPO] [vPromo] [email] [calendar] [Jira] )
(Official Browser tab setup: [Zendesk - Agent] [Zendesk - Dashboard Visitor] [vPPO] [vPromo] [email] [calendar] [Jira] )
Receive welcome call from direct manager
Setting expectations: Employees will have crystal clear ideas about what their job duties and responsibilities are on Day 1
Day 2 Training w/ vPPO
vPPO Sales Training (just as a new user would)
Pass presenter: Put in a new order (including multi-spot orders)
Search tool and custom folders
Go over User settings, Most common call/chat issues
Meet with direct manager
Review
vPPO Training guidelines to understand the things that are most important for Sales/Order Entry roles.
Day 3 Training w/ vPPO
vPPO Prod/Traffic/Talent/Digital Training (just as a new user would)
Pass presenter: Process fake orders in a Demo account
Schedule and produce the spot (using training files)
Copy/Extend/Revise orders
Go over how to access Firm settings, how to reactivate disabled accounts
Most common call/chat issues
Meet with direct manager
Review
vPPO Training guidelines to understand the things that are most important for Traffic, Production, Digital and Talent roles.
Day 4 Training w/ vPromotions
vPromo Account setups (User roles and abilities, liner avail. clocks etc.)
vPromo Sales Training (just as a new user would)
Pass presenter: Create a PRF
Meet with direct manager
Review vPromotions Training guidelines to understand the things that are most important for Sales/Order Entry roles.
Review vPromotions Training guidelines to understand the things that are most important for Sales/Order Entry roles.
Day 5 Training w/ vPromotions
vPromo
Understanding approval process / Category based approvals
On-air Training
Promo Director training
Pass presenter: Navigate to Calendar filters, to search for a winner, to plays schedule, to program liners, to settings>vPromo, to reports
Meet with direct manager
Review
vPromotions Training guidelines to understand the things that are most important for Sales Manager, Program Director and Promotions Director roles.
2nd Week - Review
Day 1
Sit in on all Chats
Review Calls
Review Calls
ask questions
Day 2
Sit in on all Chats
Review Calls
Review Calls
ask questions
Day 3
Available on chat
Day 4
Available on chat
Day 5
Available on chat & calls
(Is there an official way to answer the phone? YES! Using this everytime, gets your call ticket started and gets you right into their account before they state their issue.)
"Thank you for calling vCreative, This is ________, may I have your name please?"
"Thank you for calling vCreative, This is ________, may I have your name please?"
Week 3 -
Fully on-boarded with backup as needed
Get invited to sit in on market trainings
Direct managers & Co-workers will schedule 1 on 1's setup when available to get to know everyone.
Direct managers & Co-workers will schedule 1 on 1's setup when available to get to know everyone.
New hires should request help for:
Voice-pool Memberships in vPPO
Call letter changes
Person 2 linking on vPPO and vPromo
Approval Process changes on vPromo
30/60/90- day performance reviews
Monthly Air-checks - go over call/chat issues reviewed and what can improve
Annual evaluations