Las Facilítsimas
How many HR and Payroll Induction sessions are scheduled for each month?
2 sessions
After how many days can we consider someone as “job abandonment”?
3 consecutive days or 3 individual days in one month, with no valid justification
What is the process to follow if any team member requests a refresher training?
Educate the requester to fill out the refresher training tracker found in the Learning Services Wiki Page
From the HR team, who’s in charge of delivering HR and Payroll inductions to agents?
Andrea Rojas
How many ROLs do trainers have to send per class?
2, one for training and one for nesting
What is the hand-off timeframe for an implementation class (with an implementation officer/supervisor)?
30 days
How many official colors does Ubiquity have?
15
What’s the main difference between the throughput and global hours tracker?
One is used by FPA for invoices and the other by WFM for seats and headcount allocation
What are the required pieces of information (of an agent) for a trainer to include in their end-of-day report?
Employee ID, Full Name, Avaya ID, NT Login, Roundcube, and tools (if applicable)
You’re handling a class and you happen to have a trainee that struggles to follow instructions, and consequently is having bad performance. What should be the first step to take with this agent?
Sit down, and provide coaching
What does PMA stand for?
Product Mastery Assessment
What type of surveys are trainers supposed to use with each class?
New Hire Training Survey, New Hire Nesting Survey, Post-30, -60, and -90 Survey (Honorable mention to the Daily Pulse Checks)
When are trainers supposed to send FDNCNS emails?
First day of training upon confirmation of separation
What is the meaning of ROL?
Risk of Leave
Once the training implementations teams hands off a program, who takes the responsibilities of giving maintenance to the Masterfile, requesting tools access for any new classes, creating PMAs, etc?
Operations Training Team