WELCOME TO D300

VACANCY! VACANCY! VACANCY!

For further information, please check out the listing posted HERE.

The Shift Bid has concluded, and we want to thank everyone for their encouraging words of support throughout these three days. The eBid, although a new system, was a smooth transition at the YTO Contact Center, and we could not have done it without all of us working as a team. As a reminder to agents that bid a relief line, please make sure you keep in mind what is bargained in the Collective Agreement. As per Article 6.13.06 and 6.13.07:

It is that time of year again, SHIFT BID! We will be bidding on August 14, 15, 16. Things are going to be a little different this time around, as we are transitioning into the eBid system. We implore you to double check prior to your shift bid that all of your standing bids are in the system, and to get in contact with a Union Rep or the DC as soon as possible if there are any technical issues. Although the process has not been as smooth as we would have liked, Union is working alongside the Company to make sure everything is in working order for the bid, and to ensure that seniority is respected. We will also be in the bid room, alongside the Company to make sure everything is running smoothly, and to ensure that we can step in if there are any issues. Please be sure to to check your bids, as well as bid date/time on the eBid tool. There will be a live Sharepoint link emailed to everyone tomorrow morning. Any agents on GDIP, LOU, or any sort of special leave will get a phone call from your Union team to bid, and an email shortly to follow with your bid time.

VACANCY! VACANCY! VACANCY!

Attention all aspiring CJM-ers… Three vacancies have been confirmed! The transfer list will be pulled on Thursday August 8, 2024. If you are interested in transferring, please make sure that your requests are submitted by the mentioned date.

OFFLINE ACTIVITY EMAIL FORMAT

EXAMPLE ONE:

SUBJECT: Offline Activity: Callbacks

Good Afternoon,

SHIFT: 10:30-18:30
OFFLINE ACTIVITY: 11:47-12:15
PNR: ACXOXO

While on the call with the passenger, the call dropped while we were reprotecting the flights. I called the passengers back to complete the flight disruption reprotection.

Thank You,
Jane Doe
123456

EXAMPLE TWO:

SUBJECT: Offline Activity: Callbacks and Technical Issues

Good Evening,

SHIFT: 15:30-23:30
OFFLINE ACTIVITY: 18:55-19:10
PNR: ACXOXO
INCIDENT# INC123456

While on the call with the passenger, audio went out on my end midway through the call, I was unable to hear the passenger, so I disconnected. I tried to call the passenger back but was unable to reach them. Left a message on their voicemail, remarked the file for the next agent, and submitted a TR report.

Thank You,
Jane Doe
123456

HOT OFF THE PRESSES!!

The new schedule will officially begin on Sunday 28th April and will run until September 7th, 2024.

Mark your calendars! Our next bid will take place from 09 April-11 April.

While we await notice about the upcoming shift bid, please take some time to familiarize yourself with the new shift bid form, as we are retiring the previous 2 form system that was being used. Everything is now consolidated into one form, and has the information needed about where you need to email your form in. You will be required to fill out the form for the bid, and keep in mind, the proxy portion of the form is optional for employees that require it, you are not obligated to fill that out if you do not require a proxy agent. For the bid, it will be mandatory for this form to be sent to the Union email, or handed in office, as we require your personal information to contact you.

This form can also be found on our shift bid page.

For information regarding access to your group benefits card, please see the video below.

It details how to access the Manulife benefits card on your mobile device.

For any employees that are experiencing audio issues,

please refer the following process below:

****URGENT INFORMATION / FEBRUARY 20, 2024****

Please be informed that the new implementation of Harmony significantly improves the company’s ability to identify various KPIs, including hold times, dead air calls, and timeframe on transferred calls to other departments. It is important to follow Call Center Standards and Expectations, which can be found on Acpedia, and it gives a breakdown of proper phone etiquette, such as when customers are not on the line, or when transferring to another department, as the company maintains a zero-tolerance policy for phone abuse. Additionally, all conversations are recorded. If you have questions, please get in contact with me.

Adriana Robinson

All employees who work their full scheduled shift on December 25 and/or January 1 will receive a pair of C1 passes, as per previous years.

Workplace Power & Workers Protection of a Collective Agreement