AI Website GeneratorIn Modulus System:
1- Tardiness policy:
*From 0 to 30 minutes: 20% are deducted from your day salary.
*From 31 to 90 minutes: 40% are deducted from your day salary.
*From 91 to 150 minutes: 60% are deducted from your day salary.
*From 151 to higher: 80% are deducted from your day salary.
2- Missing Fingerprint policy:
Employees are granted 2 times for missed attendance.
You should send a direct email to your direct team leader illustrating the reason of Missed taken.
If Approved, it will conclude from the 2 times. If not approved, it will deduct from your KPIs.
*3rd time, missed attendance will apply a deduction of 0.25 a day from your salary.
*4th time, missed attendance will apply a deduction of half a day from your salary.
*5th time missed attendance will apply a deduction of a full day from your salary.
3- Absence policy:
Absence without permission will lead to deducting two days from your salary.
4- Permission Hours Policy:
All employees are entitled to 4 hours (minimum of 1 hour per permission) to be approved by line manager and compensated throughout the month. Each uncompensated minutes will be applied to a deduction of one minute from the employee's salary. Permissions are added with the start of the shift time, not after the grace period.
5- Unachieved target hours
Any unachieved target hours will result in deduction : every minutes is equivalent to staff’s 1-minute value.
Noting That:
** Once you figured out there is a missed punch in second day of login, you have to do the following:
1- Send a direct email subject with "Missed Punch - #date" to leader copying Abdelhay, notifying us with the issue, clarifying the reason.
2– We will contact HR to validate this situation and ask them to add the sign in manually according to your trial time on the machine or your arrival time.
** Not following the above or having a missed punch without a valid reason will lead to a deduction from your KPIs/Salary according to policy.
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IN KPIs System:
Adherence consists of 2 parts:
a) Unplanned leaves
b) Attendance
Adherence score is 9% in KPIs
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a) Unplanned leaves:
- One Unplanned leaves deduct 4%
- Unplanned leaves are "Casual - Sick - Absent - Unpaid leave"
b) Attendance :
Attendance policy: After finishing excuses, extra tardiness will be calculated as below:
1-5 Min deduct 1%
5-10 Min deduct 2%
10-15 Min deduct 3%
>15 Min deduct 4%
1 Missed Punch deduct 2%
* Finishing allowed excuses and over 30 Min lateness per month, further actions will be taken according to policy.
Annual Policy:
** Every Team members eligible to have 22 days of annual leave among the year in addition to any compensation days of official vacations might be added.
1- Any annual leave should be requested before 24 hrs. Min. from the date needed from Manager.
2- Annual should be submitted on Modulus before 24 hrs. Min. from the date needed.
3- Minimum man power should be not less than 8 agents / 24 hr to be able to request annual.
4- If annual taken without submission on Modulus, it will be considered as casual leave.
5- Every member should consume as Min. 5 days from his balance every quarter (3 months) or forced annuals will be applied on him according to Manager view.
6- For long annuals, each team member could have as Max. 7 days of annual leave in a month might be more according to Manager view which depends on (Work flow, business need, slots available & other team members requests).
7- According to business need, any annual could be canceled after submission 24hrs earlier of annual date.
8- Any excuses are accepted only from Manager according to business situation.
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Casual Policy:
1- 6 Causal leave are available to each team member per year.
2- Each team member could have 2 casual leave per month, not in sequence.
3- Team member should inform his Manager with the emergency leave earlier within 24 hrs before his shift or within the first 3 hours of his shift according to emergency case.
4- Casual leave should be submitted on Modulus once you are back to work Max. 2 days later.
5- Not submitting the casual leave during agreed time, it will be considered as absent with double deducted from your balance.
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Sick leave:
1- You have to inform your Manager with the sick leave required and email him a photo from the sick note on the spot.
2- Submit your sick leave required dates on Modulus.
3- Once you are back, you should deliver the hard copy of the sick notes to HR.
· Employees will be entitled to 7 calendar days per year as fully paid sick leave.
· From the 8th day till day 90 employees will be entitled to a paid sick leave at the rate of 75% of his/her salary.
· Any sick leave must be supported by medical reports (to be specified as per case) and are subject to HR approval
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Vacation Management Notes:
1. Every employee is entitled to 6 casual leave days per year.
2. Annual leave requests shall be submitted at least one business day in advance and to be subjected to direct manager’s approval. Unplanned absence will NOT be considered as annual leave.
3. Unplanned / Unapproved vacations will be deducted as two days from monthly salary and will be subject to disciplinary action (warning letter will be sent by HR. Employee will be immediately terminated in case he is absent again after two warning letters.
4. For Sick leaves:
a) Sick notes shall be issued by a doctor/hospital that belongs to the network and submitted to HR department. HR department shall validate sick notes and have them approved by company doctor.
b) Unapproved sick leaves will be considered as casual in case employee still has causal leave balance. If not, absence will be considered as unapproved vacation and will be subject to (point #3)
Leave early & Excuses Policy:
1) Each member could have 4 hrs. per month (2 as an excuse before or during shift & other 2 as a leave early request).
2) Permissions (4 hrs.) if taken, No compensation needed for hours taken.
3) Only possible if there are 3 agents in the shift.
4) Only can be requested once per week.
5) Minimum 1 hr. per request.
6) Approvals will be from Manager side according to business need.
7) Any other excuses are applied only from Manager side according to each single case & not affecting the business.
1- Break is 30 Min during working shift.
2- Could be taken as: 3 Intervals (10-10-10) or 2 Intervals (15-15)
3- No breaks in the first 30 Min from beginning of working shift, and last 30 Min from end of shift.
4- Break can be requested if working man power more than or equal 3 in shift.
5- Making calls, smoking, eating and praying should be in your break.
6- Each member should choose a separate break time than his teammates.
7- You have to submit your break in breaks sheet and inform your shift colleagues/leaders.
8- Same goes through working from home shifts, except overnight shift will exclude point no.4
9- Any excuses are approved only from Manager side according to business need.
10- Any delaying in coming after your break time end or any miss abusing might be happened will lead to deduction from your upcoming breaks and further actions will be taken from Manager side.
1- Customer's escalation:
a) Send email / Ticket tag to shift senior with subject "Escalation needed # Ticket no." Clarifying to him customer's complaint & educate the customer that he will be contacted within 120 Min.
b) If Customer is not convinced & need a higher level, shift senior should educate him that he can contact info@onecard.net, or he can forward his escalation to Manager, and he will be contacted within 24 working hrs.
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2- Internals' operation escalation:
To be directed immediately by email to Manager.
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3- Action sequence:
a) Verbal coaching.
b) Coaching email + written coaching letter.
c) Warning email + written warning letter.
d) Escalation to operation Manger / HR.
Note: Action could be taken from higher sequence according to case itself.
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