ish pay would adjust to your work load.
The adherence system is broken in every sense of the idea.
Bonuses are nice, but some of the requirements to get the full bonuses are nearly impossible to meet due to things as simple as call volume + call time. You are not supposed to disconnect the calls on customers, and since the customers who call in are in charge of how long the call is going to be, you can very frequently find yourself staying on the phone with someone for 10/20/30+ minutes at a time, and if it was a slow day and you only took 20 calls for example, the % of damage to your bonus potential a 30 minute call will do is astronomical and it's not something that is within your control so you're losing out on a bonus for essentially working harder.
Managers are super busy and under staffed and I wish they would find the help they need so they could be more interactive with the call floor.
Company policy standards have been changing periodically over the last couple years, and things that use to not matter at all have now started to become more bureaucratic and there is a lot more red tape than there used to be.
The unscheduled attendance policy is kind of over the top. You have to have available PTO hours / FLT Holiday hrs in order to request ANY time off for ANY reason. If you have a doctors appointment, notes make no difference, the only way you will be able to get out of work for any amount of time is by providing FMLA. The do not excuse any sort of absences. They allow you to miss up to 4% worth of you scheduled work hours for a 3 month period.
Unscheduled Absence Guidelines
An “unscheduled absence” is defined as any time off not scheduled more than 2 business days
in advance unless the employee’s manager approves. If an employee’s unscheduled absences
exceed 4% of scheduled work time during any 90‐day period, regardless of the reason for the
absence, and based on a running total, the employee may be subject to disciplinary action, up
to and including termination of employment. Employees must use all available PTO for all
absences, scheduled or unscheduled.
The company reserves the right to terminate the employment of any employee for any
attendance patterns or problems the Company determines are disruptive to its business
operations, even in cases where the employee’s absences may be scheduled or even if
unscheduled absences do not exceed the 4% ceiling. Attendance will be reviewed on a case by
case basis.
That is the only major problem I have with this place.
