1. TrqnscsmRelotionships Revenue Resulfs
Wednesday, 22 August 2012
TO WHOM IT MAY CONCERN:
RE: Emplovee Reference - Stephanie Eckertt
Dear Sir/Madame:
Please accept this letter as confirmation of employment for stephanie Eckertt. Transcom
Worldwide (NA) Inc. ("Transcorn") employed Stephanie from January 2007 until March 2010.
Stephanie held the position of Team Leader while employed with Transcom and was
responsible for managing product knowledge, profitability, quality, and effectiveness for her
team. Stephanie's daily activity primarily focused on effectively leading and managing a team
of Customer Service Representatives to meet company objectives in all areas of employee,
client and shareholder satisfaction. This especially included the developing of competencies in
the CSRs and ensuring that behaviours were in alignment with Transcom's values of
Excellence, lnnovation, Honesty, Passion and Fun.
As a TL Stephanie had to:
O Be self motivated and commercially minded.
O Have effective leadership skills impacting people behaviour including those that do
not report directly to you.
O Have effective analytical skills to analyse results and make decisions based on facts
and figures.
$ lnspire other people to reach their full potential.
O Take ownership for quality, competence, and commitment.
S Be highly motivated and prepared to work hard.
O Be highly flexible and welcome change/improvements
C Have high personal energy and enjoy a lively environment.
S Review and evaluate performance reports and prepare and conduct appraisals
O Take full responsibility for team results.
O Set priorities in order to maximize own time management.
O Manage employee absenteeism less than 4o/o on a monthly basis.
C Coaching for success 50 side-by-side coaching/monitoring sessions per week and
documented each session.
TC.TLOR.12.01

2. -'
We would recommend Strephanie as a wluable addition to any team and we wish her well in all
future endeavorc.
Sincerely,
uJ&**LfiTeresa Hanchett
Human Resour@s Manager
Transcom Worldwide (NA) lnc.
Phonq 877437-2615 ext. 3780i
Fax: 705.814.9950
Email: trareea.hanchett@transcom.com
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TC.TLOR.12,01

3. TirnNscoM
Job Description
Job Title: Team Leader (TL)
Department: Operations
Reports to: Operations Manager
Direct Reports: Customer Service Representative (CSR)
ffi"
. The Team Leader (TL) is directly responsible for managing product knowledge,
profitability, quality, and effectiveness for his/her team. His/her daily activities primarily
focus on effective leading and managing a team of CSR to meet company objectives in
all areas of employee, client and shareholder_,satisfaction. This especially includes the
developing competencies of the CSRs and ensuring that behaviours are in alignment
with the TransVision goals.
o The TL reports directly to the Operations Manager.
. The primary objective of the Team Leader is to meet and exceed set targets through
managing operational performance, attendance, and quality of products and services
delivered by each CSR within his/her team.
The Team Leader is responsible for achieving employee, client, and shareholder satisfaction
through effective people leadership.
Additional responsibilities may be added as the needs of the business change and expand:
People
o Promote communication and be open to feedback.
. Keep motivation high by adapting the leadership style to individual needs.
. Create an environment conducive to success by promoting and recognizing initiatives.
r Ensure high employee satisfaction and attendance.
. Promote teamwork and cooperation amongst team members and colleagues.
. Lead by example.
. Take full responsibility and the required action on disciplinary procedures.
. Ensure that all members of the team meet targets consistently and become eligible for
the Reward Fund.
Page 1 of 3

4. Performonce
. Understand and meet production targets for different clients/projects.
. Review and evaluate performance reports.
. Meet production targets for the team.
. Set up individual targets for each CSR and skill level.
o Follow up on production targets for the team, CSR, and skill level.
o Take full responsibility for team results.
o Set priorities, within the TWW standards, in order to maximize own time management.
. Proposeand promote motivationalactivities.
. Prepare and conduct appraisals.
o Utilize the Coach to identify your successes.
. Schedule Adherence must be reviewed daily to avoid payroll anomalies.
. Employee absenteeism less than 4o/o on a monthly basis.
. Coaching for success 50 side-by-side coaching/monitoring sessions per week and
documented in the Coach. This is a minimum objective
. Request open and close of campaign by
o Monitoring ACD systems to ensure optimal operating efficiency and
o Administering outbound dialing systems as required (open/close)
Quolitv
o Have a clear understanding of quality expectations for the different clients and projects.
o Set up quality goals for the team, CSR, and skill level to meet and exceed Client and
Transcom expectations.
. Be a specialist in quality observation and evaluation.
o Monitor CSR's ensuring that each CSR receives feedback as well as a balanced quality
evaluation.
o Monitor with Clients as scheduled.
. Provide continued teaching and coaching in order to reach set goals.
o Follow up on quality goals for the team, CSR, and skill level.
. Spend the appropriate time handling calls, making sales, or handling BO tasks.
Process inleqrily
o Be actively involved in problem solving and propose improvements to processes.
. lmplement and respect TranscomWW standard practices.
Cullure
o Promote TransVision objectives.
o Conduct yourself in a manner consistent with the values of the organization.
o Drive and foster a performance culture.
. Make Transcom an enjoyable place to work.
. Show leadership by developing people
To quolifu for lhis role vou musl...
Page 2 of 3

5. . Have worked in an operations department.
. Have worked with figures and understand basic mathematics needed for reporting,
analysis, and differentiation purposes.
. Manage your time effectively and be focused on setting clear objectives and priorities.
. Have worked in a performance driven environment
. Have lead a team of people
It will helo if vou...
o Have a good understanding of CRM best practice
o Have other language skills including English
,ffi
To be successfulin this role vou musl...
o Be self motivated and commercially minded.
. Have effective leadership skills impacting people behaviour including those that do not
report directly to you.
o Have effective analytical skills to analyse results and make decisions based on facts and
figures.
. lnspire other people to reach their full potential.
. Take ownership for quality, competence, and commitment.
o Enjoy/thrive on autonomy within the franchise framework and be results focused.
o Be highly motivated and prepared to work hard.
. Have high personal energy and enjoy a lively environment.
. Be highly flexible and welcome change/improvements
hereby acknowledge that I have read the above Job Description document.
I have reviewed, understand, and assume accountability and responsibility for all of the above Job
Responsibilities and Goals/Dates.
Employee Signature Date
Operations Manager Date
Page 3 of 3