Bluecrew Team Lead - Bobby

Team Lead Responsibilities:

• Expectations during the event:

Check In Process

Review the arrival instructions on job posting before the event, this will indicate where to meet for the start of the shift.

Check in with the customer POC to introduce yourself and assist with anything they may need. This would be the time to gather uniforms or understand station assignments.

If CMs arrive early thank them for arriving early, however let them know they won't be getting paid until their shifts starts.

If a CM is out of dress code, send them home without reporting pay as it was stated on the job posting. If they are able to change and come back they may do so (as long as there isn’t overfill).

If a CM arrives and is overfill send them home and let them know they will receive reporting pay. Escalate this to the TL Coordinator for billing purposes.

Record time via Manager App or the printed roster - if you record time on the printed roster be sure to transfer the data to the Manager App.

Dress Code

Review job postings to confirm before the start of shift so you are familiar with what is allowed.

If a CM does not adhere to dress code, ask them if they can quickly obtain the right attire. If they cannot, thank them for arriving on time, and send them home. Reiterate that we really do hope they return for future jobs and in the appropriate attire. Make sure they know they will not be penalized. Mark them as absent and note they were sent home for dress code.

Shift Responsibilities

Escalation Management is the key responsibility to ensure that all operations and CM responsibilities are performed smoothly. This means they understand how to perform their job functions and engage other CMs, workers and customers professionally and politely. In the event a dispute arises, respond promptly. Remove the CM from the situation and find a discreet location to speak with them. Begin this conversation from a "seek to understand" not "accusatory" perspective and ask them to identify what the issue is. Once it is clear what the issue is, work with them to identify a reasonable solution to solve the issue. If you are unable to identify one, and believe there is a possibility that the problem will continue to escalate and disrupt the smooth operations of the business you may walk them out or find a different job for them where the issue will not resurface (personal confrontation with another CM). Be sure to explain why you are escorting them out and update the Manager App (insert).

If stadium leadership was aware of the issue, let them know what the correction action was that you took. If the CM remains on the job, be sure to monitor the situation and let the stadium leader know that you are monitoring the situation. Provide an update to them later on whether there was improvement.

Check-ins: You should be consistently walking around the stadium checking in with the CMs and engaging the stadium leaders to understand whether you can support them in any way.

Clock-out

Return to the check in area about 30 mins before the scheduled end of shift to record clock out times on paper.

Provide any relevant feedback to CMs, and ask if they have questions

Once all CMs leave or as you have time, record their clock outs in the app via the Manager App. Once everyone is clocked out and leaves, you are to clock yourself out and leave the stadium.

Post Event Recap

Complete the TL recap form with details of the shift. This recap is mandatory and must be completed prior to clocking out.

Schedules

All TL schedule changes or adjustments need to go through Team Lead Coordinator via email. Ideally

TLs will be scheduled out for the month in some cases this may fluctuate.

If you have questions regarding your schedule or timesheets please reach out to the Team Lead Coordinator personally. Do not write into Support.

***General Requirements***

Customer Support

When working in a Customer Support position through Bluecrew, you may be expected to perform any and all of the following duties:

• Working independently or as a team to interface with customers, managers, and other employees to solve problems and provide excellent customer service
• Sitting or standing for the duration of the shift
• Some aspects of this job may be physically demanding- you may be expected to be on your feet to interact with customers
• You could be working in an office, warehouse, or field environment
• There may be a specific dress code, but if it is not listed, we recommend going in business casual for your first day until you have had a chance to establish the company preference with your supervisor

It is important to Bluecrew that you go home in the same healthy state that you came to work in, so please do not accept this assignment if you cannot fulfill all of the above duties.