Attendance

Disciplinary Actions

• Attendance disciplinary procedures are as follows:

  • 1-3 points: Verbal Communication

  • 4 points or 1 NCNS: Written Corrective Action Plan

  • 5 points or 2 NCNS: Final Warning with Probation Terms

  • 6 points or 3 NCNS: Termination

• Attendance is monitored on a 90-day rolling calendar

Attendance Point Values

• Tardy = ½ point

• Leave Early = ½ point

• Unexcused Absence = 1 point

• NCNS = 2 points

• If an agent works less than 50% of their scheduled shift (ie works less than 4 hours out of an 8 hour shift) in ADP and in Productive statuses in the Dialer, this is considered the equivalent of an absence for which one attendance point will be accrued.

• If an agent’s total time logged is short by 30+ minutes, the agent will be marked as “tardy.” (It’s possible the agent left early, but because systems are not currently sophisticated enough to make this distinction, a “tardy” will be added).
  

Timecard Corrections

• Each agent is responsible to ensure his/her timecard punches are accurate.

• If an agent’s timecard punches are inaccurate, the agent is responsible to add notes in ADP requesting corrections.

• Timecards are checked the following day. If it is apparent that an agent’s time has not accurately been entered (because a punch is missing or because there are more productive hours in the Dialer than ADP hours) and no note has been added by the agent, then the agent’s ADP time will be updated based on Dialer productivity plus proportionate break time.

• Payroll closes early Monday morning, every other week. Agents are responsible to notate needed corrections by close of business the preceding Friday (or Saturday if working weekends) to allow supervisors time to make corrections Monday morning.

• If missed ADP time is not corrected before payroll closes, the agent will need to wait until the next pay period to be paid for missed time.

Overtime

• Agents should normally only work 40 hours per week, unless OT is being offered.

• For weeks that OT is not offered, hours will be tallied Thursday evening.

• Agents with over 32 hours worked Mon-Thurs will be asked to reduce hours worked on Friday by either taking a longer lunch or leaving early.

Outage Situation

• If an agent is unable to work due to issues beyond the scope of CXPs control, then the agent should log out of ADP until the issue is resolved. Some examples include:

  • Internet outage - Work with your internet service provider and log back into ADP when resolved.

  • Power outages - Work with your power company and log back into ADP when resolved.

  • Inclement weather - For extreme weather situations (hurricanes, etc) which restrict an agent’s ability to work, log back into ADP when safe to do so and only logout if safe to do so.

  • etc
    

Attendance Line

• Unexcused tardies, leaving early, or absences must be reported to WFM by calling the attendance line.

• Failure to report an absence by end of shift will result in a NCNS.

• Attendance line phone number: (844) 538-8700
  

Breaks/Lunches

• 2 – fifteen minute breaks are allotted each day.

• The first break should be taken during the first half of the shift, at least an hour after the shift start time.

• The second break should be taken during the second half of the shift no later than an hour prior to the scheduled end time.

• Lunch should be taken within the middle 3 hours of a shift.

• Breaks should be reduced proportionately to reduced shifts. ie if an agent only works 4 hours in a day due to 4 hours of PTO, the agent should only take 1 - fifteen minute break