Happy Tuesday teams!
Hope you are all doing well! First off, I want to thank you again for helping our customers! We have had busy 2 weeks and I am so proud of all the work you guys are doing!! Thank you!!
The reason for this email is to make sure we all know the expectations in regards to schedules/time off/etc
With our service levels being super busy we have been able to see some trends in regards to logging in/out, breaks/lunches/ leave early etc
Please make sure you are using the correct login/logout system and not adjusting your times afterwards in workday
Our schedules are designed to ensure we are available to help our customers when we expect them to call in, therefore it is crucial that you are logging in at the time you are scheduled and logging out at the end of your shift. Please make sure you are not logging in before we open our queues either.
Lunch and breaks are for you to take – it’s ideal if you follow your schedule in aspect but we do also know sometimes calls may run longer but should not be a trend where we are taking lunches at the end of our shift or one hour before end shift.
Also, breaks are 15 minutes each and lunch is 30 minutes each
If you need to take additional time for personal matters you need to make sure you are utilizing the time from your available buckets (sick, SST, vacation, etc)
With that said if you have any questions regarding this, please feel free to reach out to your leaders or myself.
Thank you,
Manager who is never available