Attendance
An associate calls in 2 hours because they work up late. What do you code T&L in Workday
Balances:
Vacation-0
Sick- 5.77
How many coaching logs does each associate need to have per week?
2 entry's per week specific to coaching behaviors
Walk me through how what Job abandonment is
Associate does not report to work or respond to management reach out
3 days attempt to reach out and email/ emergency contact
manager submit to hr
This movie featuring Alicia Silverstone and Paul Rudd, was based on the Jane Austin book Emma.
Clueless
Agent misses time because they had a stomach ache. what conversation must be documented before moving on the next step of corrective action?
Balances
Vacation- 0
sick- 0
What should an action plan include in a coaching focus?
Behavior that is measurable and observable ON THE CALL.
An agent is found using wrap time 15% of thier day for 4 days. What is the company policy that is being violated?
Call Avoidance
Drip refers to what in todays slang?
Style
How far back can you change T&L?
3 Payperiods
Give an example of how to overcome a barrier with agent who is not executing action plans.
Do you find a certain situation that you don't do this more than others?
Agent stops coming into office and has exhausted WFH days. They advise they are not filing for ADAAA or need adaaa. They attempt to loginto work on next working day what conversation should you have with associate?
Come into office, offer flex that day to commute or alternate in office date.
agent use accrued time and should not be logging into work.
A customer has been with us 20 years and needs and extra week because of social security. Is this eligible fore a director reciend.
NOPE
geico error
payplan change
will the reciend solve the entire issue
What is ADAAA? Who is it for?
How long do you need to be with company?
Accommodation only for associate not family or children.
time off, special equipment, wfh, reasonable accommodation
No time frame
An agent is being reviewed for performance, there are 6 coaching logs for the associate over the course of 6 months.
Can we move to action on the associate?
What is the next steps for agent and supervisor?
No
Agent may get extension of employment
supervisor corrective action
When you need a warning for an associate for attendance what are the steps you need to take before giving it to agent.
How do you calculate CPH?
Total inbound calls/ TSIT + Personal- Idle