Attendance / Call-in Policy

Calling In/Absentee Process:

The Inbound Support Queues are staffed according to volume, history and predictions, so please take that into consideration… teammates are depending on you to provide full coverage…

If you are unable to report to work or anticipate being late, please perform the following 2-Step Process:

• Call 512-637-4376 and leave message on our Absentee line.  (We recommend you program this number in your cell phone.)  Give your name and brief explanation for absence or late arrival.  If you will be late please provide your estimated arrival time.
• Call/Text your Supervisor (so we can find additional coverage):

If you need your timecard corrected, please email leads@contactworks.us.

George Barbour: (503) 413.9897
Ken Becker: (585) 300-8005

Please understand that our customers and your fellow agents depend on you.  Unauthorized or excessive absences or tardiness will NOT be tolerated and will result in disciplinary action, up to and including termination.

Tardy:
Any arrival after the designated start of shift.  IE Bob is scheduled to start at 8am but clock in at 8:01, Bob was Tardy.

Unauthorized Absence:

Any absence occurred without a doctor’s note provided or prior approval.

Overtime:

Any time worked beyond the employee’s scheduled Shift. Any work beyond the employee’s scheduled shift must be approved by a Team lead or the Employee’s direct supervisor.

Authorized Overtime:

Agents are authorized to clock in up to 15 minutes early for each shift to ensure they are on time and available for calls at the start of their designated shift. Or any overtime accrued with approval.

Attendance Occurrence:

Results in disciplinary action, an “Attendance Occurrence” is defined below:

• Up to 15 minutes late – coaching
• 1st offense Unauthorized absence – coaching
  .
• 2-3 tardy related coachings in a pay period – disciplinary
• More than 15 minutes late – disciplinary
• Calling in late after the start of the shift – disciplinary
• Subsequent Unauthorized Absences – disciplinary

Coaching is not Disciplinary and is just a reminder of the policy and how to improve for next time.

Disciplinary does not mean a risk of being fired. It’s just a warning with a request that you report to your shift as scheduled, and if you need to call in for any reason, to do so before the start of your shift.