1.
Workforce Management
a. Log in to WFM daily and follow daily schedule.
b. Email PAR for any updates on your schedule and CC Associate Managers-AM (Jazmine, Mercedes,
and Kyle).
c. Call Outs should be communicated prior to the start of your shift via email to both PAR and
AM or via phone through the voicemail option (612.9 77.7272).
d. No need to email PAR for missed breaks or lunch, just go after your call.
e. Any Admin time over 7 minutes needs to be communicated to PAR so the schedule can be
updated.
f. Any IT System down time needs to be communicated via Teams and followed up via email to
PAR, cc AMs, and advising of the exact timeframes for system down time.
g. Phone Adherence is measured as the amount of time you are scheduled to be available, and
you are in an available phone status.
i. We ask that you maintain adherence to your schedule and to be available when our
students need to contact us.
ii. Understand the importance of being on the phone when scheduled.
iii. Effectively prioritize your time and minimize impacts to adherence.
h. Time Off Request need to be submitted via Time Off Manager in WFM with at least 2-week notice.
i. Red will indicate a block out date and will need AM approval.
ii. Review Replicon Time Off balance to ensure you have enough hours for your request (full
time employees).
iii. Contractors must review the Time Off Manager tool via WFM to make sure the date
requested is not at capacity.
1. If available, email your agency with the dates of Time Off you would want to
request.
2. Your agency will follow up with FAST leadership and FAST leadership will
indicate if approved or declined.
3. If approved, you will be contacted by your agency with the update and you will
then enter in the time off via Time Off Manager in WFM.
2. Salesforce Phones
a. Login at the start of your shift and stay logged in throughout your shift.
b. Everyone is to be in Available status all day unless on break/lunch.
c. Your Salesforce status should always be updated when you step away from your desk. At no
point in time should you step away and remain in ready status.
d. Logging Out of Salesforce. It is very important that you log off Salesforce at the end of your
shift. If you don't log out it skews the data based on your availability and non-availability.
e. Your Salesforce Login/Logout should correspond with your timesheet Login/Logout, whither
you're fulltime or contractor.
i. Salesforce Status emails: Associate Managers will email any rep that is a Salesforce
unavailable status. Admin time should be kept at a minimum but if it exceeds 7
minutes you need to email PAR and CC AMs.
ii. Break/Lunch statuses over the time threshold will receive a Salesforce Email.
f. Microsoft Team Chats: Everyone should login to Microsoft Teams chat at the start of your shift.
3. Tardiness:
a. You are expected to be set up and ready in all systems at the start of your shift.
b. Alarm clock not ringing is not an excused tardy.
c. Must communicate with AM about a tardy thirty minutes before the start of your assigned
shift.
