Scheduling

Scheduling

The following article contains all the information you'll need regarding Scheduling.


Shift Policies

Let's review the policies about shift selection, dropping a shift, and extra hours via a jump-on.

Shift Selection Policies

  1. Workaround YOUR life!
    1. Shifts are posted in 1-hour and 30-minute blocks (a few programs have only 1-hour blocks).
  1. These guidelines must be met to maintain an active status on the Omni platform.
    1. The required minimum number of hours varies by program. The minimum could be as high as 38 hours per week. Shifts are pre-scheduled two weeks in advance.
    2. Once you commit to a shift, that shift is yours - you must maintain 95% shift adherence.
    3. Plan your breaks by selecting the smaller shift windows to create an unscheduled time window in your day. Should you need a quick restroom break, please let us know in the support chat room you are assigned.
    4. You are expected to be on the phone for the entire duration of your shift. 
  1. Hours of Operations: Varies by Client and Program:
    1. New Shifts are posted for Intuit Client Projects on Mondays at 12:00 PM EST, 11:00 AM CST, 10:00 AM MST, & 9:00 AM PST.
    2. New Shifts are posted for FIS Client Projects on Mondays at 8:00 AM EST, 7:00 AM CST, 6:00 AM MST, & 7:00 AM PST.
    3. New Shifts are posted for Saferide on Mondays at 8:00 AM EST, 7:00 AM CST, 6:00 AM MST, & 7:00 AM PST.
    4. New Shifts are posted for All Other Client Projects on Thursdays at 12:00 PM EST, 11:00 AM CST, 10:00 AM MST, & 9:00 AM PST. 
  1. If you are taking time off and cannot meet the program's requested minimum hours, communicate to let us know!

Drop Shift Policy

  1. Life Happens! Omni allows shifts to be dropped 48 hrs before the start time of the shift or added at any time before the start of the shift.

Extra Hours (Jump On)

If we are short-staffed, we will send a text message to all active GBAs asking for extra hours. We use a system called SimpleText.
  1. Do not respond to the text message - join MS Teams and let a support member know you are here for extra hours. You don't need to pick up a schedule in Humanity - join MS Teams and log in!
  2. Responses to the text message are not managed, so you will not get a response.
  3. If you do not want to receive these text messages, you can reply with the word "STOP" to be removed from the list. 

Adherence 

  1. Shifts not worked will be counted towards GBA Hours Adherence.
  2. As a general rule, GBAs that do not fulfill the minimum number of hours per week and 95% shift adherence 5 out of 6 weeks may be removed from the Omni platform.  
  3. GBA Selected Hours vs. GBA Worked Hours (Goal of 95% Adherence to maintain Omni platform access.)


Can I work more than 40 hours per week?





The following section will help you calculate your adherence to be able to stick to Omni's current policy.

How to Calculate Schedule Adherence

If you would like to check on the status of where your adherence stands for the week, you can follow this simple equation to determine schedule adherence. (Hours worked) divided (/) by (Hours Scheduled) = (Decimal number) times (x) 100 = Schedule Adherence %. Watch the brief video below to see this equation in action.




Shift Selection

With flexible scheduling, you can take control of your work life, selecting when and how often you would like to work. View the steps below on choosing a shift within Humanity.


How to select a shift


Step 1: Log into Humanity
Humanity via Browser using Omni SSO



Step 2: Select the 'Dashboard' option to view available shifts.



Step 3: Select the shift you want to work by clicking on the 'Request To Work' option next to the available shifts


Step 4: View the shift request and your schedule within Humanity by selecting 'ShiftPlanning'



More helpful information!

These guidelines must be met to maintain an active status on the Omni platform.
                   


Adding & Dropping Shifts

This part will will show you how to add and drop shifts within Humanity on the website. Please follow the steps below to add or drop a shift from Humanity.


How to Add a Shift from the Humanity website

Step 1:


Step 2: You will see a list of available shifts by date and time. You want to ensure you are selecting the correct production program for the day and time you have in mind. 
Typically, you will only work on one project at a time with Omni.


Step 3: Click Request to Work next to the shift you choose from the list.


Step 4: Your shift will automatically add to your schedule, and you can view it from the Dashboard or the Shift Planning tab.


Selecting Shifts in the Application

These are the steps you need to follow to log on your Humanity app and schedule shifts:


Step 1: Log into your Humanity App - this is called TCP Humanity though the App Store. Click Login using Humanity Domain


Step 2: Enter Omniinteractions no space as the Humanity Domain; then click Continue


Step 3: Sign In with your Omni Email Address


Step 4: Enter your Omni SSO Password.

Step 5: Approve the MFA Push.




Step 6: Click on the Dashboard


Step 7: Click 'See More' on the Open Available Shifts Widget.



Step 8: Select the shifts you would like to schedule or pick up


How to Drop a Shift (with more than 48 hrs' notice)

Step 1: In Humanity, select Shift Planning. 



Step 2: Click on the shift you want to drop to view Shift Details. At the bottom of the window, click Can't Work.  


Step 3: You can pick between dropping or trading the shift. Select Drop Shift. And click Confirm Drop.


 

Requesting time off

Watch the following video for information on the procedure to request time off.



Humanity- Submitting Tickets for Time Adjustments or Scheduling Issues

This article will show you how to request assistance with your time or scheduling through chat with Gig-O-Bot. Follow the steps below to submit the appropriate assistance request.


Time & Scheduling Request with Gig-O-Bot

Step 1: Ensure you sign into Omnipedia by selecting the Sign In option in the top right corner.



Step 2: Select Gig-O-Bot's Chat icon if it does not pop up immediately for you.


Step 3: Select the Time Adjustments/Scheduling option within Gig-O-Bot.


Step 4: Select the option related to your time or scheduling request to allow Gig-O-Bot to provide the solution options.


Receiving the chat transcript from Gig-O-Bot

Step 1: Select the Action ellipses on the top right corner of the chat box.



Step 2: Select the Send Email option in the menu.


Step 3: Enter the email address that you would like to receive your transcript.






If you are scheduled for 38 hours, you will receive this notification


You will not be able to schedule more hours in Humanity unless you drop some hours.


Trading Shifts using the Website

  1. Log into Humanity from Office.com.
  2. From the Dashboard, scroll down to Upcoming Shifts.
  3. Locate the shift you can't work and click on Details.
  4. Click "Can't Work" in the lower right-hand corner of that pop-up window, and the Trade Shift option will appear.
  5. Click the Trade Shift button and click Continue.
  6. Enter the reason you want to trade your shift and click Continue.
  7. Select the names and shifts from the list and click Send Request. 
    1. To choose someone you'd like to swap with, you can:       
      1. Scroll down and check their names, or
      2. Search for their name in the search box.
  8. After you've selected all the people you can swap with, click Send Request in the bottom right-hand corner.  
    1. The first person to accept the Trade Shift Request gets it. After it has been accepted, no one else will be able to accept it.
    2. Once someone accepts, all accepted parties are notified, and Humanity is automatically updated with that swap. Please do not request that shift on Humanity, as the swap has already been completed.


Trading Shifts using the App

  1. Log into the Humanity app.
  2. From the Dashboard, click the Shift Planning tab.
  3. Select the shift you can't work.
  4. Click Can't work and then Trade Shift.
  5. Enter a reason you need to trade shifts and then click Continue.
  6. Select an employee from the list or use the search bar if you have a particular coworker in mind who could be able to pick up that shift, and then click Send Request.  
  7. The first person to accept the request will get it. After it has been accepted, no one else can accept it. 
  8. You will receive a confirmation when the employee accepts the trade. 


Accepting/Declining Shift Trade Requests

  1. Log into Humanity through Office.com.
  2. From the Dashboard, click on My Trade Request.  
  3. Locate the shift and click on it.
  4. Accept or Decline the request.
  5. If you accepted the Trade Shift Request, you would receive a confirmation. 


Cancelling a Trade Shift Request

  1. Log into Humanity through Office.com.
  2. From the Dashboard, click on My Trade Shifts.
  3. Click "Would like to trade this shift".
  4. Click Remove Request in the bottom-right.
  5. Click Remove Request.

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