| SL during solo morning shift |
On a solo-shift day, when an associate needs an emergency SL or is too sick to inform, it becomes operationally difficult to find a replacement, as evening and night shift staff are typically unreachable. |
Having a stand-in associate at 12 PM ensures a replacement can log in early. Harshitha's diligence makes her the ideal primary stand-in. In case of her unavailability, a secondary stand-in is available. |
| Dedicated hours for Seema to work on projects |
While morning volume is low, Seema's time is often consumed by complex chats, preventing her from blocking the 1-2 hours needed for assigned projects. |
- After 12 PM, she can block 1 hour for a break and the remaining 2 hours for documentation.
- Long-running conversations can be smoothly transferred to Harshitha with context, freeing up Seema's time.
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| 1-hour break time & healthy working hours |
On solo-shift days (especially Sundays), the lack of shift overlap means chats may go unattended during breaks, resulting in longer FRT breaches. |
- The new roster provides intentional overlaps. While split breaks are a good solution, this model ensures associates have time for a full lunch break to decompress, improving conversation quality and preventing FRT misses.
- On Friday-Saturday, Anushka can coordinate with her lead for breaks, ensuring better FRT adherence.
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| Pending emails and ticket opening |
The high volume of tickets from replication and open buckets (10+) can create significant backlogs on Mondays, as the night shift has difficulty closing all pending emails. |
With Harshitha logging in at 12 PM, the backlog can be divided and addressed more efficiently, allowing for a more detailed review of tickets for better escalation and communication with the QA team. |
| Anushka's power and network outages |
When network outages occur on days where Anushka is the only one on shift, finding coverage from later shifts is difficult and can cause early logouts for covering associates, leading to FRT misses. |
In case of an outage, Anushka has the option to commute to the office. With Harshitha on stand-by, coverage during the commute is assured. |
| Akshay's FRT adherence |
An increase in Akshay's FRT misses has been observed, typically in the late morning (around 5 AM-6 AM). |
Since Akshay is reliable and bankable, a shift change to 3 PM - 12 AM will benefit him and the team. This places him in hours where team leads are available for real-time intervention and coaching to address the root cause of the issue. |