Performance management
The day-to-day management of tasks is the responsibility of your client, including feedback on your performance.
- Training – Staff should take initiative in identifying a training course. If staff identifies a training course, optiBPO can then help to propose it to the client.
- Career growth – Career growth will depend on the business framework of the client. Staff can open this conversation with your client during your catch-up.
- Catch up – Catch up is a unique one-on-one feedback and bring lots of encouragement. When staff becomes engaged with their workplace, they can contribute more effectively to the team and the organization. If there’s no catch up in place, you can reach out to your client.
- KPI stands for Key Performance Indicator, is a quantifiable measure of performance over time for a specific objective. KPIs provide targets for teams to shoot for, milestones to gauge progress, and insights that help people across the organization make better decisions.
The optiBPO optiASSESS program has been developed to proactively gather insights which will enable clients to create a high-performance workforce and uncover any potential issues. If you have concerns about Performance feedback, Training, Career growth, catch up with client, and KPI, you can raise it when completing optiASSESS.
Change Log Request (CLR)
To file a CLR, open Staff Central and complete the following steps:
- Go to My Tools
- Go to Applications > Change Log Request
- Indicate the date of the request
- Click the time logs that you need to file and use 24-hour format
- Under ‘Department’, select ‘CSX’
- Under ‘Team Lead’, select the Employee Engagement Officers (EEO) on duty
- To check who is online, go to CS Connect and identify the available approver via the group chat header. We always update the group chat to reflect the assigned EEO online.
- Attach proof with the date and time of your correct log/s – then click ‘File’
- As of this writing, browsing history, email or tasks are no longer accepted as proof.
Please secure an approval from your Account Manager or client to change your logs which indicated the time and date of your request.
- As of this writing, browsing history, email or tasks are no longer accepted as proof.
CLR will be on a running three day period. As part of the policy, each staff is responsible to report his/her logs, including meal periods, accurately.
Changing of work schedule
To change your work schedule, open Staff Central and complete the following steps:
- Go to My Tools
- Go to Applications > Change Schedule
- Indicate the start date of your change schedule
- Click the box permanent change and fill out the time zone (client)
- Schedule: Indicate the time
- Reason: Following client time zone
- Under ‘Department’, select ‘CSX’
- Under ‘Team Lead’, select the Employee Engagement Officers (EEO) on duty
- To check who is online, go to CS Connect and identify the available approver via the group chat header. We always update the group chat to reflect the assigned EEO online.
- Attach proof: optiBPO Account Manager email or client’s approval – then click ‘File’
- Once approved by Employee Engagement Officer and HR, your change schedule will be reflected to your timesheet accordingly
For urgent request
After filing, you can send a follow-up message to CS Connect and wait for the response of the available EEO.
Attendance notifications when sick or late
If you are sick, late, or urgent leave is needed, please refer to the notification process below:
- A notification is sent at least 30 minutes prior to the start of your shift time:
- Via SMS Notification: HR ABSENT/LATE/HALFDAY <Username> <AM username> <Reason> and send it to the following HR number: 0908-862-9819.
- Via CS Tap: CS Tap > CSROCKS > I’m Absent / I’m Late > Complete the steps
Note: Wrong attendance format would not be deemed as valid
You must then advise HR about your absence, your reason for absence and your address or confinement place during your absence, as well as your expected return to work date.
You must also inform your client and/or Account Manager of your absence. This will help them immediately identify a back-up person to work on your assigned tasks. If you cannot text due to sickness, kindly ask a relative or friend to do this for you. Receiving an acknowledgment reply from HR will mean that notification has been successful, and you can focus on resting.
Request to change workstation
It is preferred that all staff remain working at their designated workstation. If you have an issue with your workstation please contact your optiBPO Account Manager.
Timesheet issues & missed logs
If you have issues with your timesheet or you have missed logs, please report them to HRhelpdesk for further assistance and CC your optiBPO Account Manager.
Salary increases
If you wish to apply for a salary increase, please file a Letter of Intent (LOI) application via Staff Central. Before escalating this request, considerations would need to take place:
- Staff is 1 year engaged with the client,
- The client’s rating of staff performance is at least “3” rating or above expectations. (If applicable), and
- Salary movement should be at least 1 year from the staff last salary increase (if applicable).
If you meet this requirement, optiBPO Account Manager will forward the LOI to the optiBPO Account Director. Then, optiBPO Account Manager will present and discuss with the client.
Once your LOI has been approved, optiBPO Account Manager will process the increase with Finance.
Adding dependents to your health coverage
Please send an email to the medical team who will send you a guideline on how to add dependents to your HMO benefit, [PB0618] Adding of HMO Dependents.
Please note that in addition to completing a form will need the following supporting documentation:
- Scanned copy of your birth certificate (if adding parents)
- Scanned copy of marriage certificate (for married members)
- Scanned copy of birth certificate of your child/children (if adding children)