1. CCM Attendance Policy

2. Contact Center Management Operations Guidelines
Attendance
In case of unplanned absence from work, CCM employee is required to notify personally through telephone call or any other communication means to his/her Immediate Head (TL) about his or her absence and the reason therefore not later than one (1) hour before the start of his or her work shift.
Every CCM employee shall personally register daily attendance by means of the timekeeping system adopted by LBC Express however Customer Interaction Call handler AVAYA will be treated as the official Log-in/out of Customer Relation Associates. *as of January 2015, CCM Associates & all its personnel are also required to log in/out using the Biometrics scanner.
Please refer to LBC Associate Handbook for other details of Attendance.

3. Contact Center Management Operations Guidelines
Scheduled Vacation Leave
To ensure coordination within the Section, annual vacation leave plans of team members must be reviewed and concurred by Workforce together with the rest of Customer Interaction Team Leaders. The annual vacation leave plans of Customer Interaction Team Leaders must be reviewed and approved by Customer Interaction Section Head/s.
Customer Interaction employee must confirm and secure final approval from Immediate Head of scheduled vacation leave at least five (5) days ahead of the intended date using the prescribed Vacation Leave Form. This is to ensure proper coordination of work within the department and respective sections by giving the Immediate Head ample time to arrange workloads consistent with the demands of the business.

4. Contact Center Management Operations Guidelines
Sick leave
CCM Associate falling ill while at home.
The CCM employee is required to give notice to on-duty Team Leader through telephone call or any other communication means not later than one (1) hour before the start of assigned work shift. (nature of illness and its expected duration)
The CCM employee must present a Sick Leave (SL) form and necessary medical certificate to his Immediate Head on the first day of work following the leave. This applies to those whose illness exceeded one day. For long term illnesses, meaning beyond 3 days, CCM employee is required to submit a medical certificate & doctors certificate stipulating a “fit to return to work” order.
Visit by the company nurse
Depending on the severity of each case or the surrounding circumstances, the sick CCM employee may be visited by the Company Nurse upon request of the Immediate Head or by HROD Division.
A written report on the visit shall be submitted by the Company Nurse with copies forwarded to the Immediate Head and HROD Division.

5. Contact Center Management Operations Guidelines
Failure to observe policies intended to safeguard Contact Center Management employees’ health such as failure to secure medical certificate may lead to:
Disapproval of sick leave.
Non-payment of salary on the workdays covered by the disapproved leave.
The imposition of appropriate disciplinary action allowed under LBC Associate handbook.

6. EFFECTS OF ABSENCES Decreases CCM performance (AL and SL).
Unfairly affects the schedules of other CCM employees.
Decreases CCM performance (AL and SL).
Incessant absences can lead to an NTE, possible suspension and
eventual termination.
Individual performance of the agent will also be negatively affected
since this is part of their PMS.
Saddles/burdens other agents with unnecessary workload.
Has an effect also on the customer experience.

7. Thank You!