At Mundo Talento, communication is our priority. To ensure quality service and long-lasting relationships, we have established new guidelines for our virtual assistants to inform us of any absences.
We believe that transparent communication is the foundation of any successful relationship. That’s why we’ve implemented new rules to ensure our customers are always informed.
Rules and procedures for communication and management of absences
This document details the new rules for reporting absences or emergencies. It is essential that you comply with these rules to maintain a professional relationship with our clients.
Remember: your image is ours. Represent Mundo Talent with the excellence that characterizes us.
- Guide to reporting absences and emergencies
Below are guidelines to follow if you plan to take time off or if an emergency arose that prevented you from notifying your client in advance of your absence from work.
A) Absence with prior notice
To request time off, please complete the Changes and Approvals form on the Mundo Talent Portal 48 hours in advance. Wait for your client’s approval and, if necessary, contact your account manager.
If you cannot complete the form 48 hours in advance, please do so as soon as possible and notify your account manager. It is always best to provide at least 24 hours notice.
B) Absence due to emergency
If you are faced with an emergency that prevents you from coming to work, we understand that you will not be able to notify our team or our client in advance. However, in such a case, it is ESSENTIAL that you inform your account manager and our client about what happened or the reason for your absence within 8 hours of your no-show, or by 8am Pacific Time the following day if the emergency occurred after 9pm Pacific Time. This means that if you did not come to work for the entire day, we will consider that the emergency happened right when you were supposed to start your regular workday (i.e. at 9am if that is your start time). In the event that you worked part of the day and then faced an emergency, we will assume that the incident occurred at the time when you did not return to work.
In any of these situations, it is critical that you get immediate access to the internet (whether via your phone, WiFi, at a coffee shop, with a friend, at a coworking space, etc.) and immediately notify your assigned account manager and our client via email. You also have the option to communicate separately with our team and the client via Telegram or other channels, although the minimum you should do is send an email.
2. Penalties and warnings:
Failure to comply with these guidelines will have the following consequences:
FIRST OCCURRENCE
- You will receive an email notifying you of any penalties that will be applied if these incidents persist.
- Your payment will be delayed until the next payment cycle, meaning that the current 2-week payment cycle will be skipped and you will receive 4 weeks’ worth of the total in the next payment period.
SECOND OCCURRENCE
- You will receive an email informing you of the penalties that will be applied if these incidents continue to occur.
- $100 will be deducted from your pay in the NEXT pay cycle.
- Additionally, you will be required to install, use, and pay for a software called HubStaff, which costs $10 per month. This software will track your work hours and take screenshots of your computer every few minutes during your workday. Every 4 weeks, $10 will be deducted from your pay for the next 6 months, and our team will use those funds to cover your HubStaff subscription through the business account we have.
- NEW payment schedule: FROM NOW ON, you will receive your payment every 4 weeks instead of every 2 weeks as usual. This change will be implemented during a 6-month trial period.
THIRD OCCURRENCE
- You will receive an email notifying you of the penalties that will be applied if these incidents persist.
- $200 will be deducted from your pay in the NEXT pay cycle.
- Additionally, you must continue to use and pay for HubStaff at a rate of $10 per month while you are working with our client.
- Payments will continue to be made every 4 weeks instead of every 2 weeks.
- We will inform our client of this situation and give them the option to find a replacement for your virtual assistant position.
- If the client chooses a replacement, you must continue working for at least 30 more days before your employment ends. In the event that the client decides not to continue with you, you will be permanently REMOVED from the Mundo Talent community and will not be able to apply for future jobs.
If you have any questions, please do not hesitate to contact your Account Manager.
Thank you!
The Mundo Talent team