ALPINE ACCESS CCP ATTENDANCE POLICY
Employee attendance and schedule adherence is essential to the company’s success.
Absenteeism and tardiness can be a very serious problem for the company as it is costly,
causes unnecessary overtime, imposes additional work on co-workers and supervisors, disrupts
schedules and creates morale problems.
The purpose of the Alpine Access Attendance Policy
is to establish expectations around employee schedules and time off guidelines.
This policy applies to all non-corporate employees in the Customer Care Professional (CCP)
role who are not assigned to the IBM/Citi or AMEX programs.
This policy supersedes all
previous communications regarding reliability, time off and adherence policies including but not
limited to, company reliability policies, program specific policies, vacation and sick pay policies
and all other policies concerning reliability, attendance, time off and adherence.
This table is a summary of the Attendance Policy. Please refer to the following pages for a full
description of the policy.
Employees are responsible to be logged in and available for work at the start of their scheduled shift.
Employees unable to work their scheduled shift (this includes the entire shift or any part of their shift)
must note ETC (or notify WFM via the Adherence Line, if ETC is unavailable) and call their immediate
If missing an entire shift, employee must note ETC and call immediate supervisor prior to when the
If leaving early, employee must note ETC and call immediate supervisor prior to leaving the scheduled
Employees are eligible for Unpaid Time-Off (UPTO) and accrue 10% of hours worked.
Employees may request UPTO once they start production.
Time off should be requested 2 weeks in advance and must have WFM approval and the employee’s
immediate supervisor must be notified.
The following situations may result in disciplinary action:
Excessive use of UPTO resulting in a negative balance
No Call No Show (NCNS)
Excessive tech issues, tardiness and unapproved absences
Regular attendance and punctuality are essential for efficient operation of the business and
ongoing success for our clients and Alpine Access.
Our clients enter into contracts with Alpine
Access to support their business needs/call volume.
Excessive absenteeism and tardiness may
result in inadequate support of our clients’ needs and may cause them to re-evaluate the
partnerships they have with Alpine Access.
Employees are responsible to be logged in and available for work at the start of their scheduled
Employees will be paid for appropriate setup time prior to beginning of shift.
setup time will be determined and specified by each program and will vary based on program.
If an employee is unable to take his/her scheduled break on time, it must be taken within 15
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