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July 17, 2022

If a report is not sent on time and/or is inaccurate, what are your action plan/s in addressing the issue NOW and in the FUTURE?

If a report is not sent on time and/or is inaccurate, what are your action plan/s in addressing the issue NOW and in the FUTURE?

If your lead requests for the report and you haven’t checked the accuracy of the report, will you:

a) Send the report despite knowing that it may be inaccurate?

b) Send the report at a later time and inform the WFM lead?

b.1 What are the details that you will inform the WFM lead?

4)what are the basic steps of the following processes?

4.1 Attendance Reporting

4.2 Intraday Reporting

4.3 Program’s Metric Notification (e.g. Service Level/ASA)

4.4 AHT/Aux adherence flagging:

Do you think that the following processes are effective? Why or why not? If not, pls. provide your suggestions that will help improve the current process.

REPORTING

1) Please provide the following formula and examples:

Forecast Variance

Occupancy

AHT

AHT Variance

Staffing Variance/Net Staffing

Productivity

Concurrency

Absenteeism

Schedule Adherence

Schedule Compliance

Billable Utilization

Attrition

2) What are the basic components of an invoice/reverse tracker

4) it important to ear that WFM submits accurate raports in a timely manner? What are the possible impacts?

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