Upwork relies on the members of our CS team to ensure that our users are taken care of. When a schedule is not followed, the experiences of our users and their loyalty to Upwork are directly impacted. Your contract is associated with a schedule, which may be subject to change, dependent upon the business needs. Schedule requests may be considered, if they do not interfere with the operations of Upwork. Once your schedule is agreed upon, it is your responsibility to ensure your hours are covered, even in your absence. We understand that emergencies and the unexpected can occur, which is why up to two (2) attendance violations are permitted within each quarter. However, you are still expected to attempt to find coverage for emergency situations using the Callout Process for Emergencies drop-down below. A 3rd violation may result in immediate termination of your contract.
Attendance Violations include:
- Tardiness
- Leaving your shift early
- Absence
See the **Tymeshift KB for process on requesting coverage. Please be sure to also submit a WFM Request from the CS Hub.
- Covering agents may not accept a coverage request if it interferes with their own scheduled shift; however, agent may work before/after or on off days
- Covered absences with sufficient advance notice will not be considered a violation
- Three (3) covered shift requests per quarter are allowed per agent & MUST BE approved by your Team Lead. Approval is not guaranteed
- A fourth request for coverage within one (1) quarter may result in further action up to and including termination of your contract
- If your covered shift request is for more than one (1) consecutive day, please report this to your Team Lead at least two (2) weeks in advance
- Each schedule cannot exceed five (5) consecutive days
Who is responsible for attendance on a covered shift?
The agent who agreed to cover the shift is responsible for covering the shift. If the covering agent is unreachable and does not show for the shift, the Support Lead for the covering agent (NOT for the requesting agent) is responsible for finding a qualified replacement.
Note that this will count as a violation for the Covering Agent
On which team do the performance metrics apply?
Performance statistics belong to the official team where the agent is assigned, NOT to the team where he or she is covering a shift.
Who is responsible for immediate performance feedback on a covered shift?
The Support Lead for the team where the agent is temporarily assigned is responsible for immediate performance feedback when needed.
Who is responsible for handling the tickets of the person whose shift is being covered?
The Covering Agent is responsible for reviewing any tickets in the agent’s view for whom they are covering. Anything that needs attention should be handled accordingly or brought to the attention of that team’s Support Lead.