Workday
How many hours daily should show at the top of each of the agents regular days of working at minimum?
8 hours daily (either paid or unpaid but should equal 8 hours)
As per our Line of Business, how many minutes after an agents scheduled work hours, deems the agent tardy?
5 mins after their scheduled time.
Example) Bobby works at 12pm and comes into the building at 12:05pm. Even if Bobby makes it on the phone by 12:10pm Bobby is considered late.
Resource: Brian McMullen (SL)
Before an agent leaves on VTO what should you and the agent do?
Check the schedule to ensure the VTO has been coded.
Resource: WFM
Should agents raise their hand before selecting resolution "no" in CQC?
YES
Resource: ELSIE!
At the start of everyday, as per the routines email sent by Ryu and re-sent by Elsie, what is the daily task of the TM at the start of their day?
Monitor RTA/Updated IEX/Check Emails/Review Outlook Calendar (Extenuating circumstances do not count)
Do we pre-approve agents sick or vacation via workday?
Example: Bobby, needs to have February 14th off to take his wife to dinner. Where does Bobby need to get his vacation approved?
Agent WebStation. Agents should always go to Agent WebStation first and not pre-approve time via workday.
Can an employee fund an unapproved absence with vacation time or purchased time off (PTO)?
If an employee has exhausted their OI time, managers have the discretion to allow an employee to use available vacation time or PTO to fund an absence. Managers must offer this option consistently and advise the employee that the absence may still be subject to disciplinary action (since the absence/tardy) is not funded with OI time. Managers cannot require an employee to fund an absence with vacation time/PTO or personal time.
*Keep track of time off through workday*
Resource: Attendance Management Frequently Asked Questions (bankofamerica.com)
How many days back can a TM change a schedule? How many days forward can a TM update time off? Both using Supervisor WebStation (AWS)
4 days back
7 days forward with time off
Resource: Supervisor Web Station
How can clients transact with their digital debit card?
Once a digital card is generated, the client can::
If you as the TM are reporting your own absence. What is the procedure to follow?
1) Send an email or text message to the following people: Brian, Ryu, Karla and your SCA
Resource: Brian and Karla
In Workday, can you enter vacation earned or PTO on the same day of the holiday?
No you cannot. You must enter holiday only if the agent has approved vacation time off.
Resource: Workforce and Workday Help http://sharepoint2.bankofamerica.com/sites/Workday/iTOURv3/index.html
Does a tardy count as an absence if the employee misses more than half their scheduled hours?
Regardless of how late an employee is for their scheduled shift, the missed time will be considered a tardy, not an absence; since they did arrive for and work a portion of their shift. For example, if an employee arrives at or during the 7th of an 8-hour shift, the manager should address as a tardy.
Resource: Attendance Management Frequently Asked Questions (bankofamerica.com)
If an agent does not call to cancel their surge and their TM is not available. What steps should we take?
1) We should remove the surge code to avoid being placed on the report
2) Email the agent. CC the following people: TM, BSL, BSM, and SCA
Resource: Being a team
If you get a complaint fail from QA what should you do first after listening to the call?
1) If legit, coach and hold agent accountable
2) If not legit, dispute
*This needs to be done on time. Review Contact Center Exception Management (bankofamerica.com) for deadline*
Resource: Elsie and Ryu
If an agents laptop is "non compliant" and unable to be worked on, what steps are required by the TM?
1) Attempt to trouble shoot with compliance and patching
2)Notify Karla or Earl of the issue
3) Proceed over to the BSL Corner with the "non compliant" laptop and agent
4) Get a laptop key and unlock a new laptop
5) Use the new laptop sign out sheet to get a new laptop
6) Give the old laptop to either Karla or Earl
Resource: Earl and Karla
How many hours of vacation earned can an agent carry over?
Employees may carry over up to five accrued vacation days (up to 40 hours) into the first quarter of the next calendar year, to be used by March 31 of the following year.
Resource: http://sharepoint2.bankofamerica.com/sites/Workday/iTOURv3/index.html?ContentID=2133
Is a partially funded absence subject to disciplinary action?
If an employee funds an absence with at least 1-hr of OI time, it is considered partially funded, and not subject to disciplinary action. If an employee funds an absence with less than one hour of OI time, the entire absence would be considered unfunded and be subject to disciplinary action. Partially funded absences that extend beyond one day are subject to disciplinary action.
Resource: Attendance Management Frequently Asked Questions (bankofamerica.com)
If an agent needs a flex, before we place an override what steps need to happen?
Agent needs to submit in AWS under schedule changes the flex. You need to have WF deny it first before asking Brian for the override.
Which authentication tokens are required before placing a Manager Override Flag?
What should be the % for "In Conformance" category when you pull the log in log out report?
98% and above to be within your adherence daily.
Resource: Line of Business
Who are all the mandatory delegations you are required to have in workday?
1) BSM (Ryu Kitagawa)
2) BSL II (Karla Rodriguez)
3) BSL II (Earl Johnson)
4) Peer Buddy TM
*Brian automatically has access to your workday*
Resource: Brian McMullen (Our Boss)
If an agent is within their 90 days. How many hours of OI can they use before subject to DA? In addition, what is the level of DA the agent has for absences within their 90?
Resource: Attendance Management Guidelines (bankofamerica.com)
What are the steps to get the surge credits time off approved for an agent?
1) TM's need to check the sharepoint to ensure the time off is available for the agent and the lob
2) Agent submits their sharepoint with the hours/credits being used
3) TM will initially code it as "incentive time off"
4) Send Jana an email to adjust the coding
5) Update agents time off in workday to US Premium 1.0
Resource: Jana
What are some impersonator/red flags that we can hear on our agents calls?
If an agent reports they need to use bereavement what steps do we follow?
1) Provide empathy/compassion we are not robots
2) Ask the agent the name of the deceased, date of passing and their relation.
3) Add is to the SharePoint "Bereavement tracker"
4) Pay them in workday (we can always back date if we are not given adequate documents)
5) AFTER, we pay them advise them of the following documents we need
-Letter from funeral home
-Newspaper
-Service flyer
-Copy of certificate (have agent block out personal information - only used for emergency)
*There is no deviation from steps above, any other line of questions goes to our head of LOB (Brian) per HR*