CHANGE IN WORK SCHEDULE

Last update: May 28, 2025

OBJECTIVE To acknowledge and properly document any changes on the work schedule of the remote contractor.

EFFECTIVITY  MAY 2024

Important things to remember 

• Always confirm the new work schedule with both RC and client if it suits them well. Otherwise, this may lead to confusion and contract termination. 
• Determine the reason behind the decision to change the work schedule of the RC and identify if this is a temporary or ongoing change. If it's RC initiated, please take note of his/her commitment to follow the new schedule with no issues. Otherwise, you may need to review the schedule with both parties or propose a flexible work setup as part of your health check and service recovery efforts.
• Flexible work setup is not ideal as this arrangement will make it quite challenging for our CDAs to check/track the schedule adherence or availability of the RC during business hours.
• Remind the client and RC that we need at least 2 weeks notice for any changes on the work schedule of the RC. 
• If the change in work schedule is crucial to the business operations of the client and needs to be followed asap, please give our CMD a heads up by tagging her on the FD ticket and cascade the same to your partner CDA and our Ops Admin Manager. Kindly justify why there is a need to expedite this effectivity of this request.

I. CRE will need to add a note on the existing email back-and-forth between the client and RC regarding the agreed changes on the work schedule of the RC. If the request was relayed via call or SMS, CRE needs to send an email confirming the same.

CRE MUST

• Add a note on the existing ticket on Fresh Desk and edit the properties of the ticket accordingly. :
  • Subject: CHANGE IN WORK SCHEDULE EFFECTIVE (Date eg. May 1, 2024) | (Remote Contractor's Full Name; same name showing on the portal) Example - CHANGE IN WORK SCHEDULE EFFECTIVE MAY 1, 2024 | JOSE MARIE CHONG
  • CRE: (Your name)
  • Client name: (same name showing on the portal)
  • Type: Request
  • Department: Clients
  • Inhouse Ticket Type: Compliance
  • Concern: Others
  • If selected (others): CHANGE IN WORK SCHEDULE 
    
  • Status: In progress
  • Group: Service Group
  • Agent: (Choose the assigned CDA for this client)
  • Priority: Medium
  • Contractor Name: Type the RC's name
  • Tags: Change in Work Schedule
  • Add a 'NOTE' and a brief narrative/description of the request
    • You can add additional notes, screenshots, attachments that is relevant to the request. Kindly tag the assigned CDA for this placement and select 'Add note and set as in progress'
    • SAMPLE TEMPLATE BELOW:

APPROVED CHANGES IN WORK SCHEDULE

CLIENT: (NAME ON THE ACCOUNT)

RC: (RC NAME REFLECTED ON THE PORTAL)

REASON FOR THIS CHANGE:

EFFECTIVE ON:

CLIENT PREVIOUS WORK SCHEDULE: (Please include the timezone of the client)

CLIENT NEW WORK SCHEDULE: (Please include the timezone of the client)

RC PREVIOUS WORK SCHEDULE:

RC NEW WORK SCHEDULE:

ADDITIONAL NOTES: (You can add additional special arrangements concerning the CDA such as but not limited to FLEXI hours, pre-approved OT, special setting on DIWA etc.)

• Please add the following as ticket watchers:
  • Sr CRE
  • Arlene (Ops Admin Manager)
    

II. CRE to copy and paste the FD link to the contract page on the portal v2.0 including information of the previous and current work schedule

III. The assigned CDA MUST update the 'SCHEDULE' section of the contract page. Here's how:

1. Click on 'Schedule'
2. Click on 'Edit' and set the new work schedule of the RC and the equivalent schedule based on the client's timezone.
3. Please don't forget to set the lunch break for each workday accordingly. The total hours for the week shown on this page should be the same with the hours we bill the client.
4. Click on 'Save Changes' if everything's set correctly.

Frequently Asked Questions

1. My client wants the change to take effect asap because this may affect their service level. What should I do?

If the change in work schedule is crucial to the business operations of the client and need to be followed asap, please give our CMD a heads up by tagging her on the FD ticket and cascade the same to your partner CDA and our Ops Admin Manager. Kindly justify why there is a need to expedite this effectivity of this request.

2. For broken hours, how do we plot that on the portal?

For as long as the RC is following a fixed work schedule, you can set it on the portal thru the 'SCHEDULE' page. Just set the correct break schedule (even if it's a part-time contract)as shown on the sample below.

Example: Staff work schedule: 7am-9am then resume by 11am-1pm PHT.

3. RC requested to follow the same work schedule despite DST changes?

We can actually accommodate this request. Just add this on additional notes so your partner CDA will be able to take note of this condition everytime DST kicks in.

4. Client wants to change the work schedule of the RC every 2 weeks. Is this something we'll be able to accommodate?

We are servicing clients who are very particular about their service level due to their 24/7 business operations. The best interest of the client and the RC is always our priority. Before finalizing everything, please ensure that this arrangement works for both parties. Set a reminder for when the client should notify you of the RC's new work schedule. It's best to educate the client of the 2-weeks notice requirement for any changes on their SA.