Attendance

Owned by Michael Gaudette (Unlicensed)
Last updated: Sept 28, 2022
3 min read

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

  • MIA = 1/2 point

  • Unexcused Absence = 1 point

  • NCNS = 2 points

 

Attendance Occurrence Definitions

  • Tardy: Logging into ADP and/or the Dialer 10 or more minutes late

  • Leave Early: Logging out of ADP and/or the Dialer 10 or more minutes early

  • MIA (Missing in Action): Missing 30 or more minutes of unapproved ADP and/or Dialer log time. For example, if you are scheduled for a regular 8 hour shift but you have 7.5 hours or less of ADP log time and/or 7.5 hours or less of total time spent in the Dialer (lunch and offline excluded).

  • Unexcused Absence: Being absent for your entire shift, or for more than 1/2 of your shift. For example, if you are scheduled for a regular 8 hour shift but you have 4 hours or less of ADP log time and less than 4 hours of total time spent in the Dialer (lunch and offline excluded)

  • NCNS: Missing your entire shift without calling the WFM attendance line.

 

Timecard Punches and Corrections

Each agent is responsible to ensure his/her timecard punches are accurate. Click Here for a video demonstration of how to clock in/out and add notes as needed.

  • If an agent’s timecard punches are inaccurate, the agent is responsible to add notes in ADP requesting corrections by end of shift (because timecards are reviewed the following morning).

  • If it is apparent that an agent’s time has not accurately been entered (because a punch is missing or because there are more hours in the Dialer than ADP) and no note has been added by the agent, then the agent’s ADP time will be updated to match the sum of all Dialer statuses minus Offline and Lunch.

  • Supervisors are expected to leave a note for each timecard correction.

  • 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 work no more than 40 hours per week, unless overtime is being offered.

  • For weeks that overtime is not offered, hours may be tallied Thursday evening. Agents with over 32 hours worked from Mon-Thurs may 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.

  • Personal equipment

  • 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 in addition to letting your supervisor know.

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

  • Three consecutive NCNS’s may be considered job abandonment for which termination of employment may occur.

  • Attendance line phone number: (844) 538-8700. State the following for the recording:

    • Full name

    • Manager’s name

    • Assurance Telesales campaign

    • Expected arrival time, if late

HR Approved Absences

If you miss work for medical reasons which you believe should be excused, email hrmanagers@connexionpoint.com and cc Tina Dominguez. Be prepared to provide documentation.

 

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 with reduced shifts (ie if an agent only works 4 hours in a day due to 4 hours of PTO, the agent should only take one, fifteen minute break).