Daily Desk SOP
For every Work Order Desk team member and Team Lead. After this page you will be able to run a full desk shift from check-in to handover, fill in your campaign's own schedule, and convert US client hours to Bangladesh time without mistakes.
Track: Property Preservation · Role: All Work Order Desk roles · Time to complete: 25 min
Why one SOP for everyone
Orders move between roles many times a day. If each person works in their own way, orders fall into the gaps between people. This SOP gives every role the same heartbeat: the same check times, the same status words, the same handover. Your role guide adds the detail.
Your campaign sets your actual shift times, check-in method and client portals. This page gives the standard structure. Your Team Lead fills in the campaign schedule section below for your client.
Part 1: The generic shift
Before the shift (10 minutes before start)
- Computer, internet and backup connection ready
- Headset working (if your role makes calls)
- Logged into each client portal with your own credentials
- Tracker, shared drive and team channel open
- Client rules sheet and your role cheat sheet open
Start of shift (first 15 minutes)
- Check in using your campaign's check-in method.
- Read the handover note from the previous shift, top to bottom.
- Read any new client messages, memos or guideline changes.
- Note the day's priorities: due today, past due, rejections, compliance alerts.
- Post a short "on shift" message in the team channel with your top three priorities.
The desk heartbeat (repeat through the shift)
| Every... | Action | Owner |
|---|---|---|
| 2 hours (or as the campaign requires) | Sweep every client portal for new orders, messages and rejections | Processor or Coordinator |
| 2 hours | Check for new photos from crews or vendors | Photo QC Specialist |
| 3 times per shift | Work the rejection queue to zero | Processor (with QC) |
| Mid shift | Review due-today and due-tomorrow lists; request extensions before due dates | Processor or Coordinator, with Team Lead |
| Daily | "Approved, not invoiced" check | Invoice and AR Assistant |
| Daily | Bid decisions check | Bid Writer |
| Daily | Compliance alerts due today | Vendor Network Coordinator |
Priority order when everything is urgent
- Safety issues and possible occupants
- Orders due today
- Rejections on orders due today or past due
- Past-due orders without an extension
- Missing photo requests while crews are still in the field
- Orders due tomorrow
- New order acceptance
- Bids near their deadline
- Invoicing approved orders
- Everything else
Coach's note: when you feel lost, sort the tracker by due date and start at the top. Ninety percent of desk stress disappears when the oldest due date is always the next thing you touch.
End of shift (last 20 minutes)
- Finish or park every open task. Never leave an order half-submitted.
- Update every order you touched to its true status.
- Write the handover note (template below).
- Send the end-of-shift report to your Team Lead.
- Check out using your campaign's method.
Handover note template
Handover, (DATE), (YOUR NAME), (CLIENT NAME) campaign Due next shift: (COUNT) orders. Highest risk: (ORDER NUMBERS AND WHY). Waiting on crews or vendors: (ORDER NUMBER): (WHAT IS MISSING), asked at (TIME). Rejections open: (ORDER NUMBER): (REASON), (NEXT STEP). Extensions requested: (ORDER NUMBER): requested (NEW DATE), status (PENDING OR APPROVED). Client messages needing reply: (SUMMARY). Anything unusual: (NOTES).
End-of-shift report template
| Metric | Today |
|---|---|
| New orders received / accepted | (NUMBER) / (NUMBER) |
| Updates submitted | (NUMBER) |
| Rejections received / fixed | (NUMBER) / (NUMBER) |
| Orders past due | (NUMBER) |
| Bids submitted / approved | (NUMBER) / (NUMBER) |
| Invoices submitted | (NUMBER) |
| Escalations | (LIST) |
Part 2: Campaign-specific schedule (Team Lead fills in)
Copy this table into your campaign notes and fill it in for each client.
| Item | Value for this campaign |
|---|---|
| Client | (CLIENT NAME) |
| Desk side | (SIDE A VENDOR DESK OR SIDE B NETWORK DESK) |
| Client's main US time zone | (TIME ZONE) |
| Client portals in use | (PORTAL LIST, GENERIC NAMES) |
| Shift start and end (Bangladesh time) | (SHIFT TIMES) |
| Portal sweep times | (SWEEP TIMES) |
| Rejection queue checks | (CHECK TIMES) |
| Client coordinator hours | (HOURS) |
| Field crew hours | (HOURS) |
| Daily client report due | (TIME AND FORMAT) |
| Extension request method | (METHOD) |
| Escalation contacts | (NAMES AND ROLES) |
| Special rules | (NOTES) |
Part 3: Bangladesh shift windows
Bangladesh Standard Time is 6 hours ahead of UTC all year. Bangladesh does not change its clocks. Most of the United States does: clocks move forward on the second Sunday in March and back on the first Sunday in November. So the same US business day falls one hour later in Bangladesh during US winter.
US business hours (9:00 AM to 5:00 PM local) in Bangladesh time
| US time zone | US summer (mid-March to early November) | US winter (early November to mid-March) |
|---|---|---|
| Eastern | 7:00 PM to 3:00 AM | 8:00 PM to 4:00 AM |
| Central | 8:00 PM to 4:00 AM | 9:00 PM to 5:00 AM |
| Mountain | 9:00 PM to 5:00 AM | 10:00 PM to 6:00 AM |
| Arizona (no clock change in most of the state) | 10:00 PM to 6:00 AM | 10:00 PM to 6:00 AM |
| Pacific | 10:00 PM to 6:00 AM | 11:00 PM to 7:00 AM |
Recommended Narqix coverage pods
| Pod | Purpose | Bangladesh time, US summer | Bangladesh time, US winter |
|---|---|---|---|
| Early intake | Process photos crews uploaded the previous US evening; prepare the queue before US coordinators start (starts 7:00 AM Eastern) | Starts 5:00 PM | Starts 6:00 PM |
| Core Eastern | Live coverage of Eastern clients, coordinators and crews | 7:00 PM to 3:00 AM | 8:00 PM to 4:00 AM |
| Late West | Extends coverage for Central, Mountain and Pacific clients | Ends 6:00 AM | Ends 7:00 AM |
Each pod is a full shift by itself. Your campaign decides which pods it needs and your exact start and end times.
Coach's note: field crews often finish and upload photos in the US late afternoon. On an Eastern campaign in summer, that is around 1:00 AM to 4:00 AM Bangladesh time. Plan the busiest QC hours of your shift there, not at the start.
Time zone quick checks
- An Eastern client says "due by 5 PM today" in July: that is 3:00 AM Bangladesh time (the next calendar day for you).
- A Pacific client says "call me at 10 AM" in December: that is 12:00 midnight Bangladesh time (the next calendar day).
- A Central client says "noon" in April: that is 11:00 PM Bangladesh time, same calendar day.
Never do this: never assume a due date in the portal is in Bangladesh time. Due dates and times are in the client's US time zone unless the portal clearly says otherwise. Check the week of each US clock change twice.
Part 4: Weekly rhythm
| Day | Desk-wide task |
|---|---|
| Start of week | Team Lead reviews last week's KPIs and rejection reasons with the team (15 minutes) |
| Mid week | Client rules refresh: any new memos or guideline updates added to cheat sheets |
| Set day | Reconciliation and aging report (Invoice and AR) |
| Set day | Coverage and compliance report (Vendor Network Coordinator) |
| End of week | Vendor or crew scorecards shared; next week's priorities set |
Part 5: Shift discipline
- Use only your own logins. Never share passwords, even with your team.
- Keep client data on approved systems only. No personal email, no personal phone storage of photos or codes.
- Lock your screen whenever you leave your desk.
- Follow Narqix's night shift safety and transport guidance.
- If your internet or power fails, tell your Team Lead in the team channel by phone data within 10 minutes, and switch to your backup.
Check yourself
1. It is January. An Eastern client's coordinator works 9 AM to 5 PM. What are those hours in Bangladesh time?
8:00 PM to 4:00 AM.
2. You have a past-due order without an extension and a new order to accept. Which comes first?
The past-due order without an extension.
3. Name four things that go in every handover note.
Any four of: orders due next shift with highest risks, orders waiting on crews or vendors, open rejections, extensions requested, client messages needing reply, anything unusual.
4. A Pacific client in August says "update due 3 PM today". What time is that in Bangladesh?
4:00 AM Bangladesh time, on the next calendar day.
© Narqix Academy