1. Staff Manual - CS

Working Shift

Each employee is expected to work 1 shift of 9 hours per day (30 mins break twice in-between) amongst the following 3 shifts:

9am to 6pm

10am to 7pm

4pm to 1am

The shift roster for the upcoming month will be communicated by the Team Lead/Manager in advance by 25th of the current month.

Any request for changes in shifts must be communicated to the Team Lead/Manager before the roster is published for the month. No request for change will be entertained once the roster has been published, except in case of exigencies.

Leave Policy

Annual Leave

Planned Leave

Accrual

Each employee accrues 15 days of planned leave for the financial year which is added to the leave balance on proportionate accrual basis, i.e. 1.25 days at the beginning of each month starting April 1st.

Utilization

Planned leave should be communicated to the Team Lead/Manager at least 2 working days prior and must be approved by the Team Lead/Manager. The same should be applied on Keka (HR Portal) mandatorily.

Planned leaves between 1-3 days must be intimated atleast 5 days prior

Planned leaves > 3 days

Must be intimated at least 15 days in advance

Cannot be availed in consecutive month.

Any exceptions or medical reasons must be communicated well in advance and must be supported with adequate documentation.

Unutilized Leave Balance

Unutilized planned leaves will be carried forward to the next financial year subject to a cap of 8 maximum leaves. Any planned leaves exceeding 8 unutilized at the end of the financial year will lapse.

Unplanned Leave

Accrual

Each employee accrues 9 days of unplanned leave for the financial year, which is added to the leave balance on proportionate accrual basis, i.e. 0.75 days at the beginning of each month starting April 1st.

Unutilized Leave Balance

Any and all unplanned leave balance remaining at the end of the financial year will lapse and will not be carried forward to the next financial year.

Flexi Leave

As the nature of the Customer Success team varies from the rest of the organization, employees can avail flexi-leaves in line with the statutory holiday list published at the beginning of the financial year. The same will be tracked by the Team Lead/Manager.

Flexi-leaves must also be communicated at least 2 working days prior and approval of Team Lead/Manager is a must.

Note: A combination of Planned Leave and Flexi Leave exceeding 3 days also:

- must be intimated atleast 15 days prior

- cannot be availed in consecutive months

Weekly Off

Weekly offs: each agent gets 1 off per week; offs are scheduled for Thursday, Saturday and Sunday keeping in mind the volume.

Rotational basis week-on-week:

e.g. Agent having weekly off on Thursday this week will have weekly off on Saturday/Sunday in the upcoming week. This is to enable agents not having to work on 2 consecutive Sundays.

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