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Occurrences:

You are allowed 5 mins ahead of your shift time to log into all systems and prepare for the day. If you fail to log in within 1 min of your shift, you will be marked Tardy. Morning tardiness without proper reason will result in a .5 occurrence against your attendance.(If you are having technical issues in the morning, please contact your supervisor prior to the start of your shift.)

Five9 Log in Time- Please be sure to remain online for the duration of your shift. It is imperative that this time correlates to the time you are clocked in.

Occurrence Guidelines as follows: 

•  3 occurrences is a verbal

• 4 occurrences or 1 NCNS is Written CAP

• 5 occurrences is Final CAP

• 6 occurrences Term

Tardies and Leaving early from your shift can result in a .5 occurrence.

Submitting PTO:

Only 2 agents are allowed PTO on any given day of operation.

You must notify your supervisor of planned time off before submitting the request in workday.

Any request placed in workday without supervisor approval will be denied by WFM.

Leaving early from your shift:

If you leave early from your shift you must either first be approved to leave early through HR or have submitted some form of Time-off request.

If you have an unplanned absence from your shift, this will result in a half occurrence until you submit accepted documentation for your absence.