CS Future Leader

How long is a Final Attendance Written Warning in effect?
6 months
3 months
1 year
9 months
What does ICT stand for?
Integrated Coaching Tool
Intergrated Correction Tool
International Calling Toll
Inter Connected Tool
What section in My Info allows you to create metric reports?
ICT
MetrEx
Drive 2.0
Progress Reports
True OR False? If an employee goes in to a Code of Conduct Final Written Warning, he/she will be impacted by 10% in their B3?
True
False
True OR False? Attendance exceptions can be backdated in EMS?
True
False
A representative approaches supervisor Aaron Esparza to let him know that his schedule for that day had the incorrect start and end times for his shift in NICE. What actions should supervisor Aaron Esparza take for this request?
Reach out to any available Senior Manager to get the schedule fixed.
Contact IMT by calling the 800 number to get the schedule fixed
Supervisor should email VZW WFM HQ RMO Intraday Execution to request the schedule be corrected
Supervisor should email VZW CS WFO El Paso Time and Attendance to get schedule corrected
Supervisor Aaron Esparza notices that one of his representatives does not have acces to OPAL. What action should the supervisor take to assist his representative?
Call IT Helpdesk to request access
Wait for the system to auto generate access for the representative
Submit an ACSR form for OPAL
Email Senior Manager to request access to OPAL
Supervisor Aaron Esparza issues his representative Joel an attendance written warning. For how long should the supervisor advise the employee the written warning will be active?
6 months
9 months
3 months
No expiration date
Name of tool where supervisors and employees can view attendance?
About You
PeopleSoft
National Attendance Tool
None of the above
Michelle, CS Pro, approaches supervisor Aaron Esparza because she is not feeling well and wants to flext to leave early that day. What actions should the supervisor take?
Acknowledge the employees well being, have the employee call IMT to request the flex
Collect flex off and make up times from the employee, code through EMS and tell the rep she is good to go
Ask the employee if she has flexed on that same day of the week, check and gather make up times from the employee, code through EMS
Acknowledge the employees well being, verify with the employee if she has flexed the current week and on that day of the week during that month, provide available make up times, gather make up times, code in EMS.
Which of the following tools allow you to live monitor representatives?
Impact 360
ICT
CALI
Drive 2.0
Section in About You that allows you to view your employees FML/STD claim status.
Manager Self Service
Timesheet Audit
Disability Dashboard
None of the Above
Hortencia, CS Advocate, called supervisor Aaron Esparza 5 minutes before the beginning of her shift to notify him that she was not feeling well and was going to call out FMLA all day. What should supervisor Aaron Esparza code in EMS?
CFML unpaid
IFML Vacation
FML Pending
IFML Vacation
Supervisor Aaron Esparza addressed an employee for soliciting in the work place. After having a conversation with the employee the supervisor needs to document the conversation in the digital locker. Where would supervisor Aaron Esparza find the Digital Locker?
About You
National Attendance Tool
My Info
Drive 2.0
Its a Wednesday morning and Supervisor Aaron Esparza noticed that he forgot to code a flex request for one of his representatives on Monday of that week. What actions should Aaron take?
Submit the flex request through EMS
Send the flex request to VZW WFM HQ RMO Scheduling
Email Senior Manager to override the backdate of the flex coding
None of the above
Supervisor Aaron Esparza is approached by Jorge, a Tech Expert, who is selling chocolates as part of a fund raiser for his sons baseball team. Jorge asks Aaron if he can buy at least one chocolate as the team is in urgent need of funds for their next tournament trip. What should Aaron do?
Decline the sale and advise the employee he cannot be soliciting in the work place
Purchase the chocolate and advise Jorge this is the last time he should sell anything in the work place
Decline the sale, coach Jorge because soliciting is a violation of the code of conduct, send Jorge a recap of the conversation
None of the above
Giovanni, a CS Pro, has a schedule of Monday through Friday from 455am to 215pm. Giovanni woke up late one day and did not call his supervisor since he was already running late he rushed to work and signed in at 745am. How many hours of UIA will Giovanni incurr for this tardy?
8
4
6
3
Which of the options in About You below provide you paid time off balances?
Timesheet Audit
Yearly Calendar
My Paid Time Off
All of the Above
Which of the following are the 5 Deliver The Promise coaching capabilities?
Prepare
Relate
Communicate
Agree
Roleplay
Teach
How many Deliver The Promise skills are there?
8
10
12
14
How many Deliver The Promise Roadmaps will you find in the Deliver The Promise site?
4
12
8
6
Supervisor Rosemary Calvillo delivers a documented counseling to Miranda, Tech Expert. What impact to B3 will Miranda see once the documented counseling is delivered to her?
10%
5%
15%
None of the above
Miguel, a CS Pro, notified supervisor Rosemary Calvillo that the door to the front entrance was broken and reps were having a hard time opening the door. What actions should Rosemary take?
Thank Miguel for the heads up and hope someone fixes the door soon
Thank Miguel for the information, notify a member of facilities
Thank Miguel for the information, notify a member of facilities and SM
Thank Miguel for the information, check the damaged door, post a sign that says "use other door"
Supervisor Rosemary Calvillo met with Ian, a CS Advocate to deliver an attendance Final Written Warning. Who should Rosemary provide signed copies of the Final Written warning to?
SM, time and attendance team, employee, HR
HR, time and attendance team, SM, employee
HR, time and attendance team
All of the above
Which of the tools below does not provide flex count details?
Yearly Calendar
About You
NAT tool
NICE tool
Which of the following is not a member of our El Paso training team
Nancy Carrasco-Abouri
Jonathan Ramirez
Liz Revelez
Ramon Ortiz
Which of the following Operations Team member handles Return to Work?
Rosemary Calvillo
Gerardo Ordonez
Mayra Solorzano
Aaron Esparza
Which of the following Operations Team member supports Tech Support
Leonardo Ortiz
Gerardo Ordonez
Aaron Esparza
Rosemary Calvillo
Which of the following is not an HR Business Partner?
Maribel Compean
Arisbe Valle-Trejo
Magdalena Garcia
None of the above
Which of the following is not a member of our El Paso Time and Attendance team?
Ana Galindo-Mendoza
Susan Tijerina
Andrew De Santiago
None of the above
What does TIPS stand for?
Test, Inform, Personalize, Strategize
Threaten, Investigate, Promise, Spy
Threaten, Interrogate, Promise, Spy
Threaten, Inform, Promise, Spy
What does FLOE stand for?
Facts, Learn, Operate, Educate
Facts, Listen, Opinion, Educate
Facts, Listen, Observe, Entertain
None of the above
True or False? Employee concerns should be taken lightly. There are more important things to do than to act upon an employee concern.
True
False
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