​​Company Policy Document

Effective Date: May 1, 2025

Attendance & Punctuality

1. Shift Timing:


a) Official shift starts at 6:00 PM and ends at 4:00 AM.
b) No extensions beyond 4:00 AM will be required unless the employee voluntarily chooses to stay extra to meet targets or complete work.


2.Pre‑Shift Briefing:

All employees must arrive 15 minutes before shift start (by 5:45 PM) for the daily briefing


3) Late Remarks & Half-Day Absences:

a) Three late arrivals within a month will equal one half‑day absence.

b) Arrivals more than 2 hours late are considered a half‑day absence immediately.



4) Uninformed Absence:

a) Uninformed Absence: Any absence without prior notice will be treated as two days' absence, resulting in the deduction of two days' salary.

b) Progressive Action: Repeated uninformed absences will lead to progressive disciplinary action.

 Leave Entitlements

1. Annual  Leave:

a) White Leaf observes major U.S. public holidays as paid leave, including July 4 and December 24 – January 1.
b) These days are fully paid, and no additional vacation days are currently allocated.

2. Sick Leave:

a. There is no formal sick-leave entitlement. In exceptional circumstances, management may consider an exception based on an agent’s past attendance record and performance.

b. A medical certificate is required for any sick-leave day that is accommodated.


3. Sandwich Leave Rule:


a) Absence on Friday and Monday without approval will result in marking the entire weekend (Saturday & Sunday) as absent.



4. Performance & Incentives

Key Performance Indicators (KPIs):

a) Number of successful transfers per day, week, and month.
b) Quality score will be introduced from May 2025, and quality incentives will be implemented going forward. We will announce soon how it will work for you. Please note, quality feedback will be the final criterion for evaluations.


Performance Reviews:

a) Conducted weekly (quick check‑ins) and monthly (detailed review).


Incentive Programs:

a) Weekly & Monthly Incentives based on tiered targets:
Tier 1: Daily 2 | Weekly 12 | Monthly 40
Tier 2: Daily 3 | Weekly 15 | Monthly 60
Tier 3: Daily 4 | Weekly 17 | Monthly 75

b) Recognized on the Achievement Board with photos of top performers.


Underperformance Process:

a) Initial one‑on‑one coaching by TL/Manager.
b) Followed by verbal warning if performance does not improve.
c) Persistent underperformance may lead to written warnings, probation, or termination of employment.

Code of Conduct

1. Professional Behavior:

a) Dress Code: Decent attire; no revealing clothing or slippers—closed‑toe shoes required.
Seasonal Exception (Rainy Season): During the official rainy season, employees may wear water-resistant sandals or rain-appropriate footwear, provided they remain neat, clean, and professional in appearance.
b) Language: Maintain respectful and professional language at all times (no profanity).



2. Conflict of Interest & Relationships:

a) Personal relationships between managers/TLs and agents are strongly discouraged.

b) Any perceived favoritism or partiality must be reported to HR immediately.



3. Harassment & Discrimination:


a) Zero tolerance for any form of harassment or discrimination
b) Reports will be investigated promptly and confidentially, with disciplinary action up to termination.

Confidentiality & Data Security


1. Confidentiality Standards

a) All sensitive business information must be treated with strict confidentiality


2. Device & Internet Use:

a) Company devices and internet access are provided for work-related activities.
b) During official break times, employees are welcome to access YouTube for personal use. Outside of break periods, internet use should remain focused on work tasks.


3. Breach Consequences:

a) Any violation of confidentiality, such as sharing or mishandling confidential information, will result in immediate action. This may include a written warning, suspension, or termination of employment. Serious breaches may also lead to legal action

Disciplinary Procedures


1. Progressive Discipline:

Verbal Warning → Written Warning → Termination.

2. Examples of Infractions:

a) Minor Infractions: Tardiness, improper attire, mild policy violations.
b) Major Infractions: Harassment, data breach, gross insubordination, physical or verbal abuse.

Grievance & Feedback

1. Submitting Grievances:

a) Use the Google Form or submit directly to HR you can also open a ticket

2. Response Time:

a) We will immediately begin working on your grievance as soon as it is received.
b) Depending on the nature of the issue, we will act promptly to address the situation, and a resolution plan will be communicated within 1-2 business days.

3. Follow‑Up:

a) HR will track and communicate progress until resolution, and feedback is logged for continuous improvement

Cleanliness & Workplace Hygiene

1. Employees are expected to keep their workstations tidy at all times. Food wrappers, cups, and waste should be disposed of properly in designated bins. A clean desk policy will be enforced.

2. Smoking areas should be used responsibly—cigarette butts must be disposed of in designated bins and not left on the staircase or surrounding areas. Failure to comply with cleanliness and waste disposal policies will result in penalties.

Training & Career Development

1. Onboarding & Training:

Orientation:
30–45 minutes—cover company poilicy, HR essentials, and floor walk-through.

Role Training:
3–4 days of hands-on practice, call scripts, systems training, and live call shadowing.

2. Promotion Criteria:

a) Achieving twice the monthly target qualifies agents for the next tier and a salary hike.
b) Potential promotion to Team Leader roles based on performance and leadership aptitude.

Referral & Recognition

1. Referral Bonus:

₹3,000 payout for successful referral after the referred candidate completes 2 months of service.

2. Recognition Programs:

Employee of the Month, Most Improved, and Team Helper awards are announced monthly on the Achievement Board.