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| General Discussion The CallCenterOps Forum allows you to seek the advice of other knowledgeable call center professionals. Post your call center related question and contribute your opinion to others seeking advice. (No advertising is accepted - posts will be removed.) |
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05-09-2006, 10:16 PM
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How to accurately track FMLA time being used?
We have an ongoing problem here when it comes to tracking FMLA time for call center agents using intermittent leave. Our current policy is to have call center agents call into our WFM department. Which causes a few problems...
1. WFM should not be responsible for questioning the agent about the nature of their call off (Sick, unrelated to FMLA or FMLA related) 2. When WFM does take this information, the communication between the supervisor and the HR rep is falling apart. We cannot seem to get correct information about FMLA usage from WFM to HR to supervisors on a consistent basis. Can anyone share what their companies do to combat this problem? Thanks for your information!! 
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05-11-2006, 07:37 PM
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interesting...
Surely it would be better for the person to call their line manager and the line manager to report into WFM?
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