Schedule change requests can come up throughout the year as agent's personal schedules may change. It is important to know the proper channels to direct these requests to ensure that business needs and each agent's needs are met.
Procedure:
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Before requesting a schedule change, we should first check if a schedule swap is possible. "Can 2 agents swap schedules?"
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If this is not possible, we will need to request a change with AIQ-WFM.
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Agents can only switch schedules once every 90 days.
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Email the CXP-WFM team (wfm@connexionpoint.com) and cc Mike Gaudette (mgaudette@connexionpoint.com).
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Include the agent's name, current schedule, requested schedule and indicate if you have already tried to find an agent to swap schedules with.
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CXP-WFM will request with AIQ-WFM.
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changes may be requested by agents as the year progresses. We will try to accommodate these requests but this cannot be guaranteed as it is ultimately dependent upon the call volume/business needs of AIQ.
Procedure:
Notify CXP-WFM (wfm@connexionpoint.com) of the request and include the following information:
Agent Name
Agent OID
Agent’s current shift
Each day of the week
Include time zones
Agent’s desired shift(s)
Each day of the week
Include time zones
CXP-WFM will check the shift openings sheet provided by AIQ.
Please allow 3 business days for the WFM team to review and get back with you. Any approved schedule change will go into effect the following week.
If there is a shift open which matches the agent’s desired shift, then the request can be accommodated.
If not, the only alternative is to find an agent with the desired shift who is willing to trade. Send an email targeting agents with one of the desired shifts.
This can be done by grabbing all CXP and AIQ email addresses of the specific agents with the desired shift in the CXP-AIQ Roster.
Use the following template for the body of the email:
”If any agent receiving this email is able/willing to work the following shift then please let me know within three (3) business days from now: Mon-Fri 8-4:30 PM MST/9-5:30 PM CST/10-6:30 PM EST). This will be granted on a ‘first come first serve' basis.”Cc all sups and your manager.
If no agents respond within 3 business days, notify the agent that the request unfortunately cannot be accommodated.
For extenuating circumstances which simply will not allow the agent to work their assigned shift and the above schedule change attempts have failed, notify your manager. We may be able to request and exception with AIQ. There are no guarantees and this approach should only be used when absolutely necessary.
Agents may only switch schedules once every 90 days.
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It may be worth noting that, predictably, most schedule change requests will be for agents with a late shift desiring an earlier shift. As a result, many requests will no be accommodated. If they were all granted, this would impact AIQ’s ability to effectively manage call volume. AIQ would be overstaffed earlier in the day and long hold times would occur later. |