WFS People Services Team | WFS People Services Team |
SOP-DE-WFS People Services-INS: Process of incorrect No-Show & Automated Warnings Withdrawal | Number of Reviews: 4 |
Approvers: Ester Atweh | Date of Review: 05.06.2024 |
INTRODUCTION
The process of the (incorrect) No-show warnings is about correcting automatically created warnings, which are sent out in case of a no-show of an employee recorded on the shift-planning system Quinyx. The employees request to delete the no-show warning via Zendesk – at which point the WFS People Services Team can withdraw using the Workforce dashboard if eligible.
Guidelines and Policies
Employees must inform about sickness absence on the first day by requesting sick leave absence in Quinyx and providing valid sick note electronically or paper sick note.
The WFS People Services processes tickets regarding No-show warnings raised by employees and also Hub managers (as escalated tickets).
If the employee provides a sick note which is approved by the responsible team for the day of absence within seven days from this date, we excuse the warning in their profile on the Workforce Dashboard
If the employee fails to provide any data for validating their absence or persists in asserting an inaccurate no-show, we refer an employee to the hub manager, as they possess a comprehensive understanding of shift planning within their hub. In case the Hub manager approves the No-show warning withdrawal, they can request directly to Hub People Ops or WFS People Services teams to withdraw it.
In the case of electronic sick notes, the employees do not receive a sick note from the doctors at all and should not receive a warning within the next three weeks from the date of absence. If they however receive one, they most likely have chosen ‘paper sick note’ when they requested their absence and in such case, the employee must delete the incorrect sickness absence and request a correct one.
If the eAU (electronic sicknote) is not approved, this must first be approved by the responsible team. Only after we should work on the No-show warning in the dashboard
Before employees receive an official warning they have been sent a reminder to provide a sick note, these reminders tend to be mistaken by the employees as the warning. If employees already have provided a sick note and still received a reminder we just explain the process of reminders and warnings, otherwise we need to request a sick note again. Use macro “Explanation of No-show reminder”.
The no-show warning can be withdrawn in case the employee cannot attend shift due to a paused Quinyx account- expired visa documents.
When withdrawing a No-show warning in the Workforce Dashboard, not attended shift must be deleted in Quinyx.
When working on No-show warning tickets cross-check with Looker Dashboard to be sure the warnings were issued or if the employee is referring to another warning.
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Useful Tools
Quinyx
Zendesk
SAP
Fountain
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Process Flowchart
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Description of Process (Step-by-Step)
1. Valid reasons to withdraw No-show warning
Provided valid sick note.
Quinyx was paused temporarily due to expired visa documents.
Hub closure due to weather conditions or other ad-hoc reasons.
2. No-show warning withdrawal process
Employee reports a No-warning, which they are convinced to be false; indicates the date, and attaches a sick note for the very date of the absence or provides relevant proof.
The WFS People Services team checks the Workforce Dashboard and the employee's profile for the compliance cases for the mentioned date. Two options are possible here: the automatic message to the employee could have been either a reminder or a warning.
In case there is a reminder due to sickness absence, we explain to the employee the function of the reminder – no issues regarding a warning. Use macro “Explanation of No-show reminder”.
In case there is a warning in the compliance area of the employee profile, we excuse it, update Quinyx if needed, and inform an employee about the withdrawn No-show warning. Use macro “DE > EN > Incorrect No-show warning withdrawal confirmation‘
In case, the Hub manager escalates the incorrect No-show warning withdrawal on behalf of the employee, the WFS People Services team will process the withdrawal and confirm it to the Hub manager.
If the employee is unable to attend shifts due to a paused Quinyx account as their visa expired, the WFS People Services team needs to withdraw these warnings. To check the dates from when and until when the Quinyx account was paused due to an expired visa, always check the employee’s Fountain profile internal notes and history.
If the entire hub experiences No-show warnings impacting operations on a particular date (e.g., hub closure due to renovations or weather conditions), reach out to the corresponding Cluster lead for additional details. Request a list of employees who received inaccurate No-show warnings. Once the Cluster lead or Hub manager supplies all the necessary information, WFS People Services can withdraw incorrect No-show warnings through the Workforce dashboard and remove affected shifts in Quinyx.
If a No-show withdrawal ticket does not have any valid reason why a No-show warning must be withdrawn, the WFS People Services team will deny the request. Use macro: DE > EN > No-show warning withdrawal denial.
In case, the employee persists that the No-show warning must be withdrawn, the WFS People Services team will redirect them to the respective Hub manager for more information and inform them that it can be withdrawn only with the Hub manager’s direct approval.
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Macros and Magical Shortcuts
Macros to be used in ZenDesk:
“DE > EN > Incorrect No-show warning withdrawal confirmation”- withdrawal confirmation.
“DE > EN > No-show warning withdrawal denial”- denied No-show warning.
“DE > EN > Warning redirect to HM”- redirect to HM.
Magical shortcuts:
noshowc- Incorrect No-show warning withdrawn.
noshowd- Incorrect No-show warning withdrawal denied.
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FAQ's and SOP's
Questions | Answers |
I am unable to withdraw the No-show warning in the Workforce dashboard. | Check if the termination is approved in the Workforce Dashboard. If yes, we are unable to withdraw any No-show warnings and employee must reach out to the Hub manager. |
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Review history
Number of Reviews | Date | Changes |
1 | 12.03.2024 |
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2 | 20. 03.2024 |
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3 | 05.06.2024 |
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