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3. / The admin, workforce and Reporting teams were relocated to _____ wing.
6. / Number of full shifts available in COPs.
9. / Sit By …….
10. / Special request for a preferred shift. Needs TL approval
13. / Measurement of how much time an agent is available to take a call during his or her shift.
15. / Transport will only be provided for staff within the__________
17. / Headsets should be changed after every_____ years.
18. / Different times of working, for different agents, to ensure service delivery within a 24 hour period
19. / Scheduled breather within a shift
20. / Any faulty, damaged, lost headset and locker keys should be reported to admin office how soon?
22. / The company relies on them, without which there is no business
26. / Lockers, Headsets and Residential areas are updated on _____ management link.

1. / Maximum number of consecutive working days allowed before off day
2. / One of our BPO queues
4. / The maximum distance in kilometers allowed from the call center to residential areas for staff using staffs shuttles.
5. / IWS status when an agent is available to answer customers’ calls.
7. / Paid time spent away from work, usually annual
8. / During early morning and night pickups drivers will only wait for staffs for …… minutes.
11. / The Admin office is in charge of ……… Distribution.
12. / Payment in lieu of extra day’s work
14. / Any swap of _________ must be requested via mail and approved by Admin office.
16. / To exchange your shift with another CEE of same skillset.
19. / It is important to …………… transport.
21. / Book ____________via the link when shifts are released.
23. / Away from work. Unplanned
24. / You do this at the end of your shift
25. / Minimum number of days allowed between two leave periods