Inside the Team Operations Toolkit.

Team structure

• ☐Is every role on the team written down with its responsibilities?
• ☐Does each person know what they are accountable for without asking?
• ☐Is there a named backup for each critical role?
• ☐Do agents know who to go to for which type of question?
• ☐Has the structure been reviewed since the last two hires?

Onboarding

• ☐Is there a documented onboarding process a new hire could follow?
• ☐Does every new team member get the same start regardless of who onboards them?
• ☐Is there an assigned onboarding contact for each new person?
• ☐Are system and tool accounts prepared before day one?
• ☐Is onboarding feedback collected in the first 30 days?

Communication

• ☐Is there an agreed channel for urgent operational issues?
• ☐Do team members know where general announcements are posted?
• ☐Are response-time expectations stated anywhere?
• ☐Do important messages get lost across too many channels?
• ☐Are decisions written down somewhere findable after the conversation?

SOPs

• ☐Are your highest-frequency processes documented in writing?
• ☐Does each SOP have a named owner?
• ☐Does each SOP have a last-updated date?
• ☐Could a new hire complete a routine task using only the SOP?
• ☐Is there one place where all SOPs live?

Technology

• ☐Is there a current list of every tool the team pays for?
• ☐Does each tool have a stated purpose and primary users?
• ☐Are two tools doing the same job?
• ☐Does someone own the account, billing, and access for each tool?
• ☐Is training available for the tools people are expected to use?

Meetings

• ☐Does the team have a standing meeting structure?
• ☐Is there a repeatable agenda?
• ☐Do meetings end with named owners and due dates?
• ☐Are commitments from the previous meeting reviewed?
• ☐Could any recurring meeting be replaced by a written update?

Accountability

• ☐Are recurring operational tasks assigned to a specific owner?
• ☐Is there a visible place where open commitments are tracked?
• ☐Are operational issues followed through to resolution?
• ☐Do people know what happens when a task slips?
• ☐Are expectations reviewed on a set schedule rather than only when something breaks?

Agent experience

• ☐Do agents know where to find key resources without asking?
• ☐Are the same questions asked repeatedly?
• ☐Do agents feel supported operationally, based on something they have told you?
• ☐Is there a low-friction way to raise a problem?
• ☐Is anything recognised beyond production numbers?

Resource organization

• ☐Is there one central place where team resources live?
• ☐Is there a clear starting point for someone new?
• ☐Are outdated documents removed or archived?
• ☐Does each resource have an owner and a last-reviewed date?
• ☐Can a resource be found in under a minute?

Workflow documentation

• ☐Are your recurring workflows mapped from trigger to completion?
• ☐Is it clear who is involved at each step?
• ☐Are handoff points between people written down?
• ☐Are known bottlenecks recorded anywhere?
• ☐Has anyone looked for automation opportunities in the last year?

Scoring summary

• —Operational strengths — the sections that scored mostly yes
• —Priority gaps — the sections with the most no answers
• —Cost of each gap — time lost per week, or where mistakes happen
• —Top 3 next actions, each with an owner and a target date

Header

• —SOP name
• —Purpose — what this procedure exists to accomplish
• —Owner — the person accountable for keeping it accurate
• —Last updated
• —When this process is used — the trigger or situation

Inputs

• —Required tools and systems
• —Required information before starting
• —Access or permissions needed

Body

• —Step-by-step process, numbered, one action per step
• —Decision points — the question, the options, and what to do for each
• —Escalation or support — who to contact when a step cannot be completed
• —Common issues and how they are handled
• —Quality check — how to confirm the work was done correctly

Footer

• —Related resources and linked SOPs
• —Revision history — date, what changed, who changed it

Agenda

1. 1.Wins — brief, specific, from anyone on the team
2. 2.Important announcements — dated, written down afterwards
3. 3.Production and pipeline — the numbers, prepared in advance
4. 4.Operational updates — process changes, staffing, deadlines
5. 5.Marketing and lead generation — what is running and what it needs
6. 6.Team issues or blockers — each one gets a named owner
7. 7.Training or resource spotlight — one item, five minutes
8. 8.Accountability — review last week's commitments
9. 9.Commitments for the coming week
10. 10.Next steps, owners, and due dates recorded in writing

Commitments log

Tool inventory

Audit summary

• —Total monthly spend
• —Tools marked as duplicates
• —Tools with no named owner
• —Tools with no training path
• —Decisions to action this month

Responsibility matrix

Week 1 — Assess

• ☐Complete the Team Operations Audit
• ☐Identify the biggest gaps and what each one costs per week
• ☐Choose the top three priorities and stop there

Week 2 — Document

• ☐Write or improve the SOPs behind the chosen priorities
• ☐Map the workflows those SOPs sit inside
• ☐Organize the resources people need to follow them

Week 3 — Implement

• ☐Complete the responsibility matrix and share it
• ☐Publish the communication plan and retire duplicate channels
• ☐Action the keep / replace / review decisions from the technology audit

Week 4 — Review

• ☐Gather feedback from the team on what changed
• ☐Fix the weak areas that surfaced during implementation
• ☐Assign ongoing ownership and review dates to each new system
• ☐Set the next 90-day operational priorities