2.1 Monthly Roster Process

Who prepares and at what frequency?

CS Lead prepares the Roster for the upcoming month by the 25th of the current month.

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Roster location

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`CS Roster`⁠
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Points of consideration while preparing the Roster

Shift rotation → Agent on Night shift in the previous month → Give them morning shift in subsequent month

Weekly Offs → (Refer Staff Manual)

Leaves → (Refer Staff Manual)

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Roster Fallback Mechanism

Any changes in shifts communicated will be discussed internally and one of the other agents will be required to extended by half a shift or more, according to requirements.

Reward & Penalty for Agents

Compensatory Flexi Leave: The agent covering extra shift/shift hours will receive compensatory flexi leave for the same.

Deduction of Flexi Leave: The agent requesting the change in the shift post creation of roster will be deducted 1 day of Flexi Leave for every 2nd request.

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