Leaves and Absences
An employee has an appointment to renew her passport next week; she will be traveling out of the country in a few months. She asks her CCM for time off to attend the scheduled appointment. What is an appropriate response by the CCM and what should the employee’s absence be coded as?
Response:
"I understand how important it is for you to renew your passport, especially since you’ll be traveling in a few months. Thanks for letting me know in advance. Let’s look at how we can make this work without disrupting your scheduled work responsibilities.”
Explore or list options-
“One option is swapping off or swapping times with a teammate, if someone is available. Another option is to request VTO via Operations, if available. If neither of those works, we can explore using a few hours of unpaid time.
I encourage you to think about which option best balances your appointment with your work commitments. Once you decide, let me know so we can finalize the plan together. I appreciate you being proactive about this—it helps us keep things running smoothly while supporting your personal needs.”
Absence code: UA
This KPI measures the percentage of customer issues resolved without requiring callbacks, transfers, or follow-ups. It’s one of the most important customer service metrics because it directly reflects efficiency, customer satisfaction, and operational cost savings.
What is First Contact Resolution?
This resource contains useful information and guidance about CCM expectations, Leadership attributes and Performance guidelines.
What is the Contact Center Leadership Hub?
An employee would like to request extended leave of absence. What would be your response to them?
Thank you for bringing this to my attention. I appreciate you informing me in advance so we can plan accordingly.
To proceed, here are the steps and expectations:
What you need to do:
Resources
Supporting documentation: Depending on the reason for your leave, TMS may require medical documentation or other supporting information to process your request.
Benefits and entitlements: You will be provided with details on how your benefits (such as health coverage, paid/unpaid leave, or other entitlements) apply during your absence.
Return-to-work process: Once the leave is approved, prior to your return, we’ll schedule a discussion to confirm your start date and any accommodations needed to support your reintegration.
I want to ensure you have clarity and support throughout this period therefore please let me know what questions you have and do not hesitate to connect with me.
Describe the coaching completion, documentation and evaluation completion expectations for a CCM.
CCMs are expected to host 4 interactions with each of their direct reports every month. One must be a performance conversation and three can be non performance related interactions.
Any interaction that is not in the form of a conversation, for example an email sent or a blast message, cannot be considered a Performance conversation. CCMs can host more than one performance discussion with the TP during the month.
All interactions and conversations must be documented in Compass during the same month they occurred.
CCMs are also expected to complete a minimum of 2 Nexidia in evaluation forms per Travel Professional per month.Once completed, each performance conversation and evaluation form completed must be signed off and dated in the CCM Perfomance Excel tracker.
When should you speak to a team member about his attendance?
After an occurrence, ideally at the threshold mark.
An employee advised you that she is pregnant and plans to proceed on maternity leave soon. She wants to know what she has to do and what the expectations are regarding her benefits and her return.
Thank you for informing me of your pregnancy and upcoming maternity leave. Congratulations on this exciting news!
To ensure everything is handled smoothly, here are the steps and expectations:
Leave application/notice: Please submit a formal leave request/notification (an email will suffice), including your expected maternity start date and your intent to return after the (13 week) maternity leave. This allows us to plan coverage and ensure compliance with company policy.
Medical documentation: We will also require a medical certificate or confinement letter from your doctor to support your application.
Benefits coverage: Your benefits, including health insurance and any applicable allowances, will continue as outlined in our company policy and in accordance with local laws. Our Employee Liaisons are available to assist with insurance information and National Insurance claims/form completion. Here is a copy of the Maternity Protection Act of Trinidad and Tobago. Please read carefully and reply acknowledging receipt and understanding of the contents after you have read the Act.
Return planning: Before your return, we’ll schedule a discussion to confirm your start date and reintegration into your role. This ensures a smooth transition back to work. Admin Week- Your first week back is called Admin Week and is completed in office. We’ll discuss this further during our return to work discussion.
Communication during leave: While you are not expected to engage in work during your leave, please keep us updated if your return date changes. Notice may be required, in accordance with the Act.
Our Employee Liaisons will be your main point of contact for the administrative details, but I am here to support you with planning and any adjustments needed. Please do not hesitate to contact me if you need any support.
What is a Level 3 for Performance and what steps are involved in its issuance, for an employee who works from home?
Level 3 for Performance= A Career Decision Day (CDD). Validity- 2 years.
Notice is given in writing to the employee (an advisory letter) about the performance concerns.
The employee is given a paid day off ( the day of or the day after the issuance of the letter), during which time he is expected to reflect and decide whether he wants to continue his employment with American.
For work from home employees, once they are issued a CDD, they must return to the office to work. They are no longer eligible to work from home while on an active CDD. Admin must be notified and amendments to their current contract will be completed.