Guidelines & Policies
This aims to provide you with the most important information needed to handle the correction of hourly rates, and answer questions from employees. The main premises are:
The payment period is from the 1st to the 31st of every month;
Employees have their compensation transferred to their account every 6th according to their contract.
The bank details updates in Success Factors - SAP are between the 6th and 25th of every month.
The icon of the "Little man" on Zendesk needs to be checked to merge tickets that have the same issue or solve the ticket if that was done previously by another agent.
The email of the employee should be checked on SAP for the reason of having all of the requests for the same person in one place and to check if the person reaching out to us is an actual employee. If the email is not found, the macro “Not registered email” must be used and solve the ticket.
How do employees punch in and out of shift and when are they paid?
Employees use the Quinyx app to punch in and out of their shifts. Their worked hours for the month are then paid to them on the 6th of the following month.
What is the hourly rate?
The hourly rate refers to the remuneration/ compensation an employee receives for every hour of worked shift. Currently, as of May 2024, the remuneration for different roles is as follows:
Rider: 12.82 Euros per hour
Picker/ Ops Associate: 13.00 Euros per hour
Ops Associate Plus: 13.00 Euros per hour (additional 1,50 Euro from Ops Associate only for the shifts worked as Ops Associate Plus)
Ops Committee: base salary + 1 euro Ops Committee hour
Tip! Ops Associate Plus payments are indicated as follows: The complete worked hours(Ops associate hours + Ops Plus hours) are indicated in the Hourly Rate. Only the additional 1,50 Euro to be paid for Ops Plus hours are separately paid as Ops Associate + pay.
Step-by-Step
Receive a ticket in Zendesk from an employee claiming they have received incorrect payment for their monthly hours.
Remember! There is a 3-month timeframe for these types of requests. If an employee requests a correction for an issue older than 3 months, we unfortunately will not process it. Please check previous tickets to confirm if the employee has already raised this issue in the past.
2. Copy and paste the employee's email to SAP and check their contractual hours as well as confirm their main warehouse.
3. Navigate to the Compensation tab and download the Payslip(s) for the affected month(s).
4. Compare the paid hourly rate on the payslip from SAP with the compensation for the employee's role mentioned on SAP. If the employee's hourly rate is correct on the payslip, reply to the employee using the macro [PAYMENT] Payslip Breakdown Clarification - EN to explain the breakdown of the payslip including their hourly rate.
5. If the hourly rate was incorrect on the payslip:
Scenario 1: If the employee is requesting to be paid for Ops Associate Plus whereas their payslip only mentions the Ops Associate payment(hourly rate row)
Check the employee's profile on SAP to verify the employee's email address. Once verified check the employee's role and hub of operations mentioned on SAP
Check the employee's payslip to confirm the payments made to the employee.
Check the employee's Quinyx schedule to identify the worked hours. If the employee has worked Ops Associate plus hours, the shifts will be red in color whereas the shifts worked as an Ops Associate/ Picker are blue in color.
Check the T2 shared drive -> DE *MONTH* Payroll sheet -> Dynamic Payroll tab for the relevant month's payment information. Use the employee's Quniyx ID/ Badge ID to identify the employee's payments and check column P for Ops Associate plus worked hours.
If the employee has only worked hours in Quinyx with the employee role mentioned as Ops Associate:
The employee is not entitled to any payment for Ops Associate Plus worked hours without an Ops Associate Plus contract.
Reply to the employee's ticket mentioning that the employee is not entitled to payment without an Ops Associate Plus contract
If the employee has confirmed worked hours in the Dynamic Payroll tab and worked shifts according to Quinyx but is missing the payment for the Ops Associate Plus hours on the payslip:
Go to HR Tracker Payroll DE sheet -> Missing hours tab.
Enter the relevant information as follows:
Processing date: Ticket handling date
WFS: Name of the agent
Payroll ID: Quinyx ID of the employee. The ID is also the name of the employee's payslip document
Correction date: Month with the wrong hourly rate pay
Missing OA+ Hours: Column J is to be filled with the number of hours of OA+ worked by the employee but missing in the payslip
Reply to the employee using the macro [PAYROLL] Correction confirmation (Missing Hours) - EN
Tools
- Zendesk: Employee will raise a ticket regarding their missing hours.
- SAP: To check the employee's contractual hours and warehouse and download Payslips.
- Quinyx: To check employee metrics and shifts
- T2 Shared drive: To access relevant month's DE "MONTH" Payroll sheet for more information on payroll
- HR Tracker Payroll DE: To enter corrections if necessary.
Macros
Macro name | Description |
[PAYROLL] Correction confirmation (Missing Hours) - EN | If we need to add a compensation correction |
WFS > Hub Payroll > Clarification. | For further clarification by the Hub Payroll for the hourly rate payment issues |
Contact reasons
Contact Reason | Description |
Payroll > Payments > Partial Payment | The employee is contacting us because they have only received a part of their salary for this month |
Payroll > Payments > Multiple Corrections | The employee is contacting us to request a correction of their salary, such as they have not received their salary for this month. |
Payroll > Payments > Hours Miscalculated | The employee is reaching out to understand their recorded hours, because they think their hours have not been counted correctly. |