The document outlines the training plan for new hires in their second week, including working on online modules, shadowing existing team members, taking calls, and attending sessions on topics like customer service, call resolution, and orientation. Trainees will spend time each day working in the Remedy production system, taking calls, and completing Army SkillPort training modules, with the goal of trainees taking calls independently for half days by the end of the week.

1. New Hire Training Lesson Plan - Week 2
Day 1
Item Location
Resource Practice Module 6 Part 2
Working Web Incidents Module 4 Part 1
Work Live Web Incidents Remedy Production
Work on Army SkillPort Training Module 1 Part 4 for instructions
Shadow with Existing Team Members (2 hours) Trainer will assign shadow buddy
Day 2
Item Location
Work Web Incidents Remedy Production
Work on Army SkillPort Module 1 Part 4 for instructions
Desk Setup Module 5 Part 1
Using the Telephone Module 5 Part 1
Shadow with Existing Team Members (2 hours) Trainer will assign shadow buddy
Day 3
Item Location
Trainee take calls for 1/2 day ESD
Customer Service Training Module 4 Part 4
SupportSoft Training Module 4 Part 2
First Call Resolution Module 4 Part 3
Call Review Session with Trainer Training Room
Work on Army SkillPort Module 1 Part 4 for instructions
Day 4
Item Location
Trainee take calls for 1/2 day ESD
Call Review Session with Trainer Training Room
Work on Army SkillPort Module 1 Part 4 for instructions
EMCO Orientation with Nicole Schedule from 3-5 and send invite
Day 5
Item Location
Trainee take calls 1/2 day
Work on Army SkillPort Module 1 Part 4 for instructions
ESD New HIre Lesson Plan