ebay onboarding process outsource partner specific april 2014
TRANSCRIPT
eBay Onboarding ProcessOutsource Partner SpecificApril 2014
New Hire Process Timeline
New Hire Process – Key Milestones & Tasks (1)7+ DAYS PRIOR TO TRAINING START DATE
1. Trainer/Staffing Coordinator fills out the New_Hire_Template saves it in their site folder here:
\\smf-xfs-01.tpa.ebay.com\External_Data_Exchange_TPA\New Hire
**IMPT to use the latest ‘New_Hire_Template’ in the folder as updates are made ever couple months to the template
2. Trainer sends an email to their DL (or applicable stakeholders), GSS Tools Access & Admin Team, IDM & 3PP, SAM Manager, and WFM Team responsible for creating MDMS account to inform that a new roster has been uploaded. Some important DL’s provided in Appendix A.
3. SAM Manager approves NT/GOP creation by ‘replying to all’ to the email thread
4. 3PP Creates a remedy ticket for the NT/GOP account creation and assigns to Identity Management (IDM) ‘replying to all’ on the email thread with the ticket number
– SLA for NT/GOP creation is 7 days from the date that the Remedy Ticket is created for IDM
5. IDM updates the New Hire roster and “replies all” to the email when NT/GOP accounts are created– NT Password provided in the New Hire roster– Citrix Icons & TPA webmail accounts should be setup at this point (email thread if there are issues)
• Citrix Icon issues – 3PP• Webmail issues – Identity Management (IDM)
6. Once NT’s & QID’s are populated in roster by IDM, GSS Tools Access & Admin Team files a TRACE ticket on behalf of the SAM Manager for the new hire roster and sends email requesting approval for CS Tools setup (ASAC, Unify, and NICE) to the SAM Manager
7. SAM Manager approved TRACE ticket and CS Tools Access request
8. ASAC Accounts created by the GSS Tools Access & Administration Team
TRAINING START DATE (Day 1)
** NT & ASAC logins are completely setup for the training class (dependent on ALL OF THE ABOVE STEPS and roster being submitted minimum 7 days prior to the training start date).
** Note TPA webmail accounts should also be setup – if there are issues email thread immediately stating that (IDM can fix this issue)
New Hire Process – Key Milestones & Tasks (2)First Week of Training (Day 1-5)
1. MDMS Accounts created by WFM team (if you see no response for these being created – email the thread and call that out)
– If MDMS is NOT created – this will cause issues with taking actions in Agent Desktop, accessing Watchdog2, and proactive skills cannot be setup for teammates in Watchdog2
2. Avaya ID are assigned by the GSS Tools Access Team (all teammates assigned despite if they work the phone or not)
3. Unify Production Accounts created by the GSS Tools Access Team
4. NICE Accounts created by GSS Tools Access Team (note they are actually automatically created based on costcenter and active SAM status)
First Day of the 2nd WEEK OF TRAINING (DAY 7)
** Unify Production Accounts are ready for use
**IMPT** Trainer/Staffing Coordinator or SAM Manager escalates to appropriate process owner if there are problems/delays with a particular step in the end-to-end flow.
Appendix Contains:• Important Contacts – Email Addresses for Various Teams involved in the New Hire Process• New Hire Template Usage Instructions
New Hire Process – Key Callouts• Its crucial that correct Employee and CS Business Data (cost center, SAM Manager, CS Staff Group, teammate
job role, etc) is provided in the new hire roster when it is first published. Missing or incorrect data causes delays for onboarding and can result in tools access and reporting problems later. Details provided in Appendix A.
• There are many process owners in the end-to-end onboarding process with many tasks that must be completed. The timeline is therefore very tight for handoffs between the process owners. Delays in approvals by SAM Managers will cause timeline milestone dates to be missed which will negatively impact the training classes (time lost because trainees don’t have access to corporate system or CS tools when expected).
• IDM and the GSS Tools Access & Admin Team have hundreds of new hire rosters to process each month and we have to balance our timeline milestone targets for all rosters at all times. Escalations generated from process owners not finishing tasks on time or CS owners (approvers and rosters submitters) not adhering to their timelines results in a ripple impact effect to the other pending rosters. We therefore must stick very closely to the end-to-end process timelines and will push out our deliverable dates when other teams miss their deadlines.– At all points in the process – the email thread that exist for the roster will be emailed when various steps are
completed with the process owners ‘replying to all’ at each step. This includes: SAM Manager approval, Remedy ticket creation, NTs being created and populated in the roster, ASAC accounts creation, MDMS profiles being created, and Unify and NICE account creation. If you are not seeing that email from the process owner for that particular step, this can be your indicator to escalate where timelines are missed, etc.
• GSS Tools Team uses a weekly batch process for Unify new hire provisioning to help us ensure accuracy and to lend efficiency to the provisioning work– the batch creation process was streamlined recently to allow us to deliver Unify production access by 1st day
of training week 2 rather than during week 3 of training
List of DL’s important to new hire processDistribution List or Contact Method Team/Owner
DL-eBay-ITS-IdentityMgmt <[email protected]> Identity Management Team
[email protected] 3PP Global IT Team
[email protected] NA WFM Team
DL-ebay-CS-EU-WFM [email protected]
Ticketing System: http://ebayeuwfm/Main/Default.aspx
EU WFM Team
[email protected] GSS Tools Access & Administration Team
New Hire Template Usage Instructions
• Trainer/Staffing Coordinator must fill out New_Hire_Template 100%– Must specify new hire start date and date that new hires will start working in the production Unify
environment – NOTE: production Unify accounts will be ready by the 1st day of the 2nd week of training if all process milestone dates are adhered to
– Populate Staff Group name, channels and skills so that Unify & NICE access can be fully provisioned– Specify if agent is a rehire or New employee – this needs to be correct so that IDM can properly reactivate
old employee records in SAM rather than creating unnecessary new profiles in eBay’s employee databases. Put “Rehire” or “New” in the Status column in the New Hire Template
– Check all CS applications that agents will need access to– Whoever is listed in the “Manager” field will be set up by IDM as the IH SAM Manager within SAM for OS
agents. • Use a separate New Hire Roster for each training class
– A separate TRACE ticket is needed for each roster– If employees in a single training class are spread across multiple Staff Groups or will have different roles
(some agents, some are leaders for ex) then different rosters are needed by role or by Staff Group