OPS TALK
OPS TALK
Operations Orientation Training
Updated: October 1, 2023
📚 What You'll Learn
Welcome to Operations Orientation
📋 What We'll Cover Today
Attendance
Schedule
Work
About Us
Escalations
Leave
XMATA
Policy
Adherence
Benefits
Bonus
Important
Welcome to the Operations Team! This comprehensive training will help you understand all the essential policies, procedures, and benefits you need to succeed at ePerformax.
Operations Support
The Operations Support team consists of Team Leaders and Workforce, working together to support you.
👔 Team Leader
💻 System Issues
Provides real-time assistance with troubleshooting system issues
📞 Escalations
Provides real team assistance for Supervisor calls
🔧 Tools/Permissions
Manages client and company tools
📊 Workforce
🗓️ Schedule Creation
Shift schedules and adjustments
📋 Attendance
Monitors site & teammate schedules plus attendance
🤝 Liaise & Correct
Acts as liaison to other company departments & assists with pay/bonus discrepancies
Escalations & System Issues
📞 Supervisor Calls
When you need to escalate a call to a supervisor, contact your Team Leader immediately. They will provide real-time assistance and connect you with the appropriate supervisor.
💻 System Issues
If you encounter any system problems or technical difficulties, notify your Team Leader right away for troubleshooting support.
ePerformax Leave Benefits
ePerformax offers comprehensive leave benefits to support work-life balance.
Vacation Leave (VL)
Scheduled time off for rest and relaxation
Sick Leave (SL)
For health-related absences
Flex Leave
Anniversary bonus leave credits
Maternity/Paternity
Leave for new parents
Emergency Leave
Unscheduled, unpaid emergency situations
Leave of Absence (LOA)
Extended unpaid leave
Vacation Leave (VL)
📈 Accrual Rate
Accrued at the rate of 0.5 days VL credit for every month of service up to a maximum of fifteen (15) VL credits.
📋 Scheduled VL Requirements
- ✓ First come, first served basis
- ✓ Must have 10 days notice
- ✓ Must have VL credits available
- ✓ For Program/Manager approval
- ✓ May not be used during Critical Workdays declared prior to VL filing date
- ✓ May be used for unscheduled SL if no SL credits are available (requires submission of medical documents)
💵 Cash Conversion
Up to a maximum of 5 credits can be converted to cash after separation.
⚠️ Vacation Leave Without Pay (VLWOP)
If you need to take a scheduled Vacation Leave but you do not have VL credits available, you may file for VLWOP. This affects PERFORMANCE and other bonus programs if it exceeds 5 days.
💰 Earn VL Credits Through Holidays
Special Holidays
30% of your hourly rate
Regular Holidays
Choice between 1 VL credit or 100% Cash equivalent to your hourly rate
Sick Leave (SL)
📈 Accrual Rate
Upon signing your first ePerformax Employment Agreement (EA), you are granted a one-time award of two (2) SL credits, after which, SLs are accrued at the rate of 0.5 days of SL credit for every month of service up to a maximum of ten (10) SL credits.
📋 Scheduled SL Requirements
- ✓ Give at least 2 days notice if SCHEDULED
- ✓ File immediately upon return to work
- ✓ Fit to Work Clearance from company doctor or external doctor if on SL three (3) or more days at a time
📋 Unscheduled SL Requirements
- ✓ Give advance notice by talking to your supervisor
- ✓ Not less than thirty (30) minutes prior to your scheduled shift
- ✓ File immediately upon return to work
🚨 ZERO TOLERANCE: Medical Certificate Fraud
This is a ZERO TOLERANCE BEHAVIOR
We encourage everyone to remain honest and compliant at all times!
⚠️ Sick Leave Without Pay (SLWOP)
If you need to take a Sick Leave but you do not have any SL or VL credits available, you may file for SLWOP, provided that you have medical documents and have met the call-in requirement. Affects PERFORMANCE and other bonus programs.
Note: SL may not be converted to cash upon separation from ePerformax.
Flex Leave
⭐ Anniversary Bonus!
Another great benefit for ePerformax employees is Flex Leaves! This can be used like VLs/SLs, subject to Program/Director Approval and can be converted to Cash.
📅 How Flex Days Work
For every year of service with ePerformax, you'll receive 3 times your years of service in Flex Days as our anniversary bonus to you.
⚠️ IMPORTANT REMINDER
Employees should not have an active FA/FFA in order to use their FLEX LEAVES.
💰 Bank It!
If you don't use them, you won't lose them! We'll Bank it!
- After 5 years of service, 25% of all the Flex Days you have saved can be converted to cash using your equivalent base pay rate at the time of the conversion
- Every time you get promoted, you increase the value of the unused days you have banked
- The percentage convertible to cash increases by 5% every year until you reach 100%
- 100% conversion happens on your 20 year anniversary with ePerformax
Other Leave Benefits
📄 Leave of Absence (LOA)
- SCHEDULED - requires 10 days notice
- Requires proper documentation
- UNPAID
- Program/Department Director approval
- Affects Bonus
- Must have no VL/SL credits
🚨 Emergency Leave
- UNSCHEDULED
- Requires proper documentation
- UNPAID
- Affects Bonus
- Must have no VL/SL credits
- May not be used for avoidable events or general personal business
🏥 Statutory Leave Benefits
Leave Filing Process
📝 How to File Leave
LOGIN
Log into INFOR system
CLICK ON MY TIME
Navigate to the My Time section
FILE
Complete your leave application
⚠️ IMPORTANT REMINDER
- Once done filing, please notice your next approver or direct supervisor in INFOR
- If your INFOR supervisor approves your application, it will be forwarded to Workforce for final processing (Approve/Reject)
- You will receive an email for the final status of your application once the Workforce POC completes the necessary actions
- If your INFOR supervisor rejects your application, you will receive an email informing you of the action
Attendance Policy
You are absent if you have a scheduled shift and you do not complete your full scheduled shift.
Depending on the circumstances, your absence will fall into one of the categories outlined below:
✅ Excused Absences
Time off using ePerformax or statutory leave benefits with all requirements met
⚠️ Unexcused Absences
Leave benefits not meeting prerequisites or requirements
🔴 Critical Workday Absences
Absences on management-declared critical days
🚨 NCNS (No Call, No Show) Absences
Absent without proper advance notice
Understanding Absence Categories
✅ Excused Absence
If you take time off using an ePerformax leave benefit or statutory leave benefit, that time off will be categorized as Excused provided you meet the prerequisites and comply with all the requirements specific to the leave benefit applicable to your time off.
⚠️ Unexcused Absence
If your requested time off can be classified as either an ePerformax leave benefit or a statutory leave benefit but you do not meet the prerequisites and/or do not comply with one or more of the requirements specific to the leave benefit applicable to your time off, your absence may be categorized as Unexcused.
Examples of non-compliance include but are not limited to:
- Failure to give advance notice within the required time
- Failure to file the proper documentation for your leave in a timely manner
- Failure to secure approval from the appropriate person
- Failure to adhere to Republic Act guidelines stipulated for statutory leaves
Unexcused absences will be subject to disciplinary action as outlined in the ePerformax Discipline Process for Unexcused Absences.
Any exceptions to absences classified as Unexcused requires approval of the Company COO.
🔴 Critical Workday Absences
Critical Workdays are workdays which management has determined attendance is critical to meet a specific client requirement.
Examples:
- Days when call volume is expected to be high due to seasonal requirements
- Payday and the day after payday are ALWAYS declared as critical workdays
- Regular & Special holidays are automatic critical workdays
- Management-declared by at least 24 hours prior & all classroom trainings
Management will not approve scheduled VL or SL leaves on Critical Workdays even if credits are available. However, if you have time off scheduled and approved before a day is classified as a Critical Workday, you may still take the time off.
Call-In Process & NCNS
📞 Call-In Process
If a trainee/employee will be absent or late they should:
Notify at least 30 minutes prior to the start of shift
Send a text message to Coach, TL, MOD (Manager-on-duty) 0999-8866-700
Include: TL and Coach's name, shift schedule, call-in reason
📱 SMS Template
To: Coach, TL & MOD
EMPLOYEE NUMBER: 111111
NAME: JUAN, PAOLO
COACH: MERCEDES, MARIA
TEAM LEAD: RIVERA, ANNE
SHIFT DATE: 09/01/2023
SHIFT: 8:00 PM - 5:30 AM
REASON: FEVER
Alternative: In case a teammate will not be able to send an SMS, you can simply call the company number 517-0000 Local 26808/26809 and include your name, TL's name, shift, call-in reason and Coach.
🚨 NCNS (No Call No Show) Absences
This is a ZERO TOLERANCE BEHAVIOR
You are provided with a mobile benefit (a SIM card and/or a mobile phone) to help you comply with the advance notice requirement:
- Give advance notice and keep the appropriate person appraised of any changes in your absence
- Do so within the timeframe specified in this policy
For advance notice to be considered valid, BOTH criteria must be met.
⚠️ NCNS is classified as a Zero Tolerance Behavior
One confirmed NCNS absence will result in termination (processed according to employment termination procedures stipulated in the Philippine Labor Code).
We consider the absence as the employee's indication to abandon their job.
The Discipline Process
📊 The 3 Major Components
1️⃣ Attendance Occurrences (AOs)
Incurred for every workday an employee has an Unexcused Absence
2️⃣ Rolling Period
Time frames used to track occurrences (4-12 weeks)
3️⃣ Discipline Steps
Process from Verbal Warnings to Final Focus Alerts, up to termination
📅 Rolling Period Explained
Rolling periods are counted in calendar weeks, with seven (7) days per week.
- Shortest rolling period: 4 weeks (28 days)
- Longest rolling period: 12 weeks (84 days)
- Start day "rolls" depending on the day of the AO
- If an AO occurs on a Friday, the 1-week rolling period would end on the next Friday
📋 Attendance Occurrences (AOs)
AOs are incurred for every workday an employee has an Unexcused Absence. The number of AOs depends on leave requirements and circumstances.
⚠️ Two Types of Discipline Processes
The disciplinary action varies based on:
- Discipline Process for Unexcused Absences - Graduated discipline steps
- Discipline Process for NCNS Absences - Immediate termination
Schedule Adherence
In order for ePerformax to be fully staffed to meet our clients' expected call volumes, it is important that employees adhere to their schedules once they arrive at work for a scheduled shift.
Employees are expected to maintain their assigned work schedules and to adhere to their schedules once they arrive at work in order to meet client needs and project deadlines.
⏰ IMPORTANT REMINDER!
Be here 15 minutes before your shift!
If your shift is 4PM, you should be ready to take your first call at exactly 4PM. We will not plot downtime segments & you will be tagged late if you got inside the prod floor less than 15 minutes before the start of your shift (based on Biometrics logs).
📊 LOGIN REQUIREMENT: 98% PRODUCTIVE HOURS
❌ Unproductive Stamps Include:
- Late log in
- Over Break/Over Lunch
- Early log out
- Unscheduled break (health breaks, restroom breaks, etc.)
- Unscheduled log out (forgetting password, disabled PDA due to failure to complete eLearning modules, unreported system issues, etc.)
- Idle Finish Chat
⏱️ ON-TIME REQUIREMENT
All employees must report to work on time and return from scheduled breaks on time.
You are considered late if you arrive five (5) minutes or more after the start of your shift or after the end of your break and/or lunch.
📝 Failed Log-in/On Time Requirement Example
| Scheduled Minutes: | 480 minutes |
| Out of Compliance: | 30 minutes |
| Minutes Compliant: | 450 minutes |
| Compliance %: | 93.75% (FAILED - below 98%) |
📋 Schedule Adherence Occurrences (SAO)
Each time you are late or do not meet the daily log-in requirement, you will receive one (1) Schedule Adherence Occurrence (SAO).
- If you are late AND do not meet the log-in requirement during the same scheduled shift, you will only receive ONE (1) occurrence
- UNLESS you are late more than once during the same shift
- Each additional time you are late during the same shift will result in one (1) additional SAO for each instance
Work Schedule & Daylight Saving Time
⏰ 48 HOUR WORK-WEEK
Standard work week consists of 48 hours, typically across 5-6 days depending on your schedule.
🌍 DAYLIGHT SAVING TIME (DST)
Daylight Saving Time is the turning of the clock ahead as warmer weather approaches and back as it becomes colder again.
🇺🇸 NORTH AMERICA
In the U.S., daylight saving time starts on the second Sunday in March and ends on the first Sunday in November.
🇬🇧 UNITED KINGDOM
In the UK the clocks go forward 1 hour at 1am on the last Sunday in March, and back 1 hour at 2am on the last Sunday in October.
XMATA Bonus Program
💰 GET REWARDED FOR BEING HERE!
📊 XMATA Components
1️⃣ LEVEL
Client production live for a minimum of 10 days in a month.
2️⃣ MULTIPLIER
Pay periods after the month basis for the XMATA levels.
XMATA Crediting is always 1 pay period in arrears.
📝 EXAMPLE
Batch 143 went live on September 19, 2023. Attendance for September 19-30 is more than 10 days and this will be used as the 1st XMATA level to be multiplied by the number of days present in October.
❌ Events That Affect XMATA
LATE (OB/OL) - Over Break/Over Lunch
< 98% BH - Below 98% Billable Hours
EVENTS - Unexcused absences and violations
💡 EARNBACK
You may have opportunities to earn back XMATA credits through exceptional performance or special programs. Check with your Team Leader for details.
Important Reminders & Policies
🚫 Prohibited Items
- Smartwatch
- Vape
- Any unapproved electronic devices
- Make up kits
- Cigarettes
- Pouches and other personal belongings
📋 General Policies
- Follow dress code requirements
- Maintain clean workspace
- Respect company property
- Follow security protocols
- Adhere to client-specific requirements
💻 System Usage
- Use company systems responsibly
- Report technical issues immediately
- Complete required eLearning modules on time
- Keep passwords secure
- Follow data privacy protocols
🤝 Professional Conduct
- Maintain professionalism at all times
- Respect colleagues and clients
- Follow escalation procedures
- Communicate issues promptly
- Participate in team activities
📌 Remember
These policies are designed to create a professional, productive, and positive work environment for everyone. Your cooperation and adherence to these guidelines contribute to our collective success.
Complete Your Training
🎉 You've Reached the End!
Congratulations! You've completed all 17 sections of the OPS Talk training.
What You've Mastered:
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