October 9, 2018 Membership Meeting Report
• On Wednesday, October 3rd we met with another class of mobility call center new hires at 575 Morosgo Drive.
• Mandatory overtime is officially over. There are no further plans to hire anyone else before the move to 754.
• Please make sure you clock in on time through the computer. If there is an issue, clock in on the phone. Email your team manager and your attendance manager as soon as you are logged in to the computer with the details of the situation.
• We have added 2 new stores in our local….west paces ferry in Atlanta, GA and at the Avalon near 400 and old Milton parkway in Alpharetta, GA
• Report for same day activate/deact is now a hot topic
• Known issue with honoring seniority with the schedule
Asset Protection issues:
• Don’t put your coworkers in headlocks. Make sure you keep your hands to yourself
• Please do not leave the store with a customer’s personal belongings in your possession.
September 11, 2018 Union Meeting
New hire class started in mobility call center-all 24 reps joined the union. The organizing committee did a fantastic job!! I would like to thank each of them for representing the union STRONG every time they are organizing.
Unity@mobility--I attended a 2-day training class which was a district wide project. We talked about reaching out to each member face to face/one on one conversation in our district and having more consistent one on one contact with the reps. We also talked about what it would take get get more mobility members active in each of the locals. It’s hard to get members from mobility which consist of retail and the call center to attend union meetings due to their scheduling, head count, and call volume issues. Each trainer was assigned an area to cover. Some stores are not in their local.
· Area manager on the 14th floor has informed us that Mandatory OT will continue until mid sept
· On Aug 7th management stated they ordered hooks for the members to hang their personal items on since the drawers were now locked. I followed up on the status of the hooks-they were mailed to the wrong city. Hooks are in route to be delivered-no delivery yet as of 9-6-18
· Reminder-Adhere to the clean desk policy
· Reps need to pay close attention to their points. I received a call from a member with 24 points who is questioning each occurrence. There are 35 occurrences on his attendance record totaling 35 points. Please establish a paper trail for yourself when your points are incorrect. If you have any schedule changes, email your manager to confirm the edit. When you have a point that is incorrect, email your manager and let them know. Your attendance record is your responsibility-its like a credit report.
· Your points take 12 months from the day you receive them to fall off.
· There is a store which is being investigated for fraud. I strongly urge each person to do the right thing at work. The company has a way of tracking down each phone and sim card that is sold out. In the past 30 days I have been called for representation 6 times for fraudulent assets protection interviews.
· Please do not fondle or grope your coworkers. Even if you are in a relationship, at&t can write you up on COBC violation for causing a sexually charged up work place
August 13, 2018 Union Meeting
General: All members should have received a contract book. If you have not received one, please let me or a mobility job steward know. We will get you on ASAP. There is a digital copy online too.
Mandatory overtime is still in effect. The good news is that the call center is getting plenty and plenty of work. Some employees are taking over 600 calls a month. The calls are coming in back to back. We can’t so no to work but they are working!!!!
Thank you to Ben Marshall whose hard work helped save a member’s job. We are in the process of finalizing a termination reversal and bringing someone back to work! Ben communicates with his coworkers and urges them to speak up when they have been done wrong.
August 1st a surplus was announced in Mobility. This announcement affected the SSR Role in retail stores nationwide. The company started informing the affected work group on Aug 1st. nationwide there are 2,069 SSRs. In our new mobility contract, we have a Employment Security Commitment Agreement that says the Company commits to make a job offer to all who are surplussed due to a Store or Call Center closing, or if any of the Retail and Call Center titles is eliminated, which is the case here. All SSRs will be offered a Retail Sales Consultant (RSC) job, at their current store location and testing requirements will be waived.
In addition, new language from the new 2018 contract that provides for an employee who is identified as surplus to get “priority placement” for other available jobs will also be extended to the surplus employee. The company is following the contract language, and reached out to CWA to offer the Employment Security Commitment language
The way this will work is:
Each SSR will meet with their manger and will get the information in an email following the meeting with their manager. The SSRs will be told that they are guaranteed an RSC job, in the store where they currently work. As of August 1st, the Company will place an indicator that lets the hiring managers and the on-line jobs system recognize that the employee is in surplus status.
The surplus employees may immediately begin applying for jobs other than RSC. Labor Relations is compiling a list of job openings in the areas where there are call centers, but all employees currently have access to view job postings.
Sometime around 15 days after the surplus announcement, AT&T will formally offer the guaranteed job – which in this case is the RSC job - at the store where they work, to every SSR. They expect this to be August 17th. The SSRs will have until August 20th to accept or decline the RSC job offer.
If they accept the job, they will be moved over to the RSC title effective September 9, 2018. SSR to RSC is a pay upgrade and each SSR will get a raise and then a new 6 month progression to max for the RSC title. As a new RSC, they will also be under the new hire ramp up period of the Sales Commission plan.
Everyone will get the standard 10 day self-paced RSC new hire training in the store.
Time on title requirements in the RSC position will be waived for SSRs accept the guaranteed job.
If an SSR declines the RSC job, and chooses to leave with their severance pay, they can opt to leave September 30th, or stay until October 30th.
If an SSR declines the RSC job, but still hopes to stay on in another title, they may continue to apply for other jobs up until October 30th, at which point they will be leaving with a severance if they have not secured another job by then.
Quota relief will be applied to 1st month@100%, 2nd month@50%, 3rd month@25%
June 15, 2018
Greetings from Mobility!!
May and June have been some very busy months for us. Here are some of the things the stewards and I want to bring to your attention.
First, its very important that we continue to ask for union representation when we are having conversations with management that may lead to discipline. Thank you all so much for continuing to ask for the union. Conversations with management could be about a coaching, a questioning about a specific incident, or a delivery of a discipline.
The call center has been seeing QIRs (a meeting with management or asset protection) daily. I cannot stress how important it is to cancel a customer’s line when they are requesting it. We are getting calls 3-4 times a day about these issues. The union needs your help. Please make sure you cancel lines responsibly.
Retail should know that a manager cannot change your schedule without a 48 hour advance notice and details of the needs of the business. Please make sure your managers are also posting your schedules by 12pm noon the Friday before the work week starts. I know there are some reps who like to check their schedules through the link at home (I have been guilty myself) but the correct way for us to be notified is verbally and paper copy posted for everyone to see at work.
The company stated we would have our new contract books very soon. If you need a copy immediately, you can locate it on HR OneStop under Labor Agreements, or you can ask me and I can get a copy emailed to you.
I am so thankful for each and everyone of our members who support us. Thank you for always speaking up for yourself and for your coworkers.
Karen L Rowell
February 16, 2018
As you may already know, a tentative agreement has been reached between CWA District 3 and AT&T Mobility for a new, four-year contract. This agreement contains many improvements to the previous contract that will greatly benefit our members.
The new agreement calls for improvements in the following areas:
Wages and Other Compensation
The combined 4-year wage increase will result in a compounded 10.1% base wage increase by the end of the contract. A bonus of $1,000 will add to wage gains if the contract is ratified by March 23, 2018. For retail sales consultants and Cricket COS sales advocates, base wages will also be improved by converting a portion of commission or “at-risk” pay to base pay.
General Wage Increases.
The increases listed below will be applied to the top in the basic wage schedules on the date indicated. There will be no increase at the start rate, and all other steps will be exponentially increased:
➔ 2.25% retroactive to February 10, 2018
➔ 3.00% effective February 10, 2019
➔ 2.25% effective February 9, 2020
➔ 2.25% effective February 7, 2021
$1,000 will be paid if the contract is ratified by March 23, 2018. The bonus is available to all employees on the payroll as of the ratification date and the payout date.
When the Company hires a new employee, who has no experience or training at a wage rate higher than current employees in the same title at the same location, those current employees will be raised to the same rate of pay as the new hires.
On Call Duty Pay
The daily rate for on-call pay will be increased from $36 per day to $38 per day. This is in addition to any compensation for the actual duty.
Job Guarantee/Employment Security Commitment for Retail and Call Center Workers
In the event of a layoff or surplus as a result of retail store or call center closure, or in the event the company eliminates or vacates a job title, the company will offer affected workers positions available at any Mobility work location covered by a CWA labor agreement within the continental U.S. The offer is available to specific job titles and the affected employees must meet expectations for current job and must be qualified for the job being offered. Affected employees have 1 working day to accept the job offer. Testing for the new job may be required, but the re-test waiting period is waived for employees acting under this ESC. The company will try to provide job offers as close as possible to the employee’s current work location.
Call center call share commitment
AT&T has guaranteed the level of calls coming into call centers covered by the “Black” contract. The company agrees to bring the level of call flow to at least 10% by December 31, 2018. The company will provide quarterly reports to CWA so that the union can ensure compliance. If the call flow percentage should fall below the agreed upon levels, there will be no involuntary surpluses declared unless there is an extraordinary drop in total call volume or other adverse economic reasons for the decline.
Force Adjustment Article for All Employees
Previously in the event of surplus, it was up to the company whether employees would have the opportunity to resign and receive a severance payment. Under this agreement it will be mandatory for the company to offer this option. The offer is made based on seniority up to the number needed to alleviate the surplus.
If the surplus remains, the company will eliminate temporary workers and contractors. This step is unchanged from the current agreement. If the surplus still remains, the company is now required to give priority placement rights for lateral and downgrade job vacancies.
In addition, the maximum severance payments have been increased to $18,000 from $17,000.
The terms of the health care plan for the years 2017 - 2020 were bargained and ratified in 2016 as part of the National Benefit Bargained Plan (NBBP). It applied to all CWA Mobility contracts across the country. That agreement included an “unwinding” provision which returned bargaining over all benefit plans to each mobility contract.
This agreement covers the plan in 2021 and 2022 only - the last two years of the contract. Under this agreement, the plan design in 2021 remains unchanged from the previous year for both the Option 1 and Option 2 plans.
Contract Changes Relating to Retail Workers
Adjustments to “At-risk” Commissions for RSCs
A $2,500 annual wage increase will be added to each step of the Retail Sales Consultants (RSCs) wage table effective 2018 and the “at-risk” commission minimums are reduced by $2,500, from $12,750 to $10,250. The 2018 General Wage Increase will be applied after this adjustment to the wage tables.
Adjustment to Wage Table for COS Sales Advocate
A $500 annual wage increase will be added to each step of the COS Sales Advocate wage table effective 2018 and the at-risk target amount will be decreased by an equal amount. The 2018 general wage increase will be applied after this adjustment to the wage tables.
Monitoring on the Sales Floor
Monitoring of employees to ensure high quality sales performance is allowed, but the number of evaluative observations that may be observed is limited to six per month. Management determines the method of evaluation and what is observed. Observations must be done on the sales floor – not by watching video in the back room.
Contract Changes Relating to Call Center Workers
Call Center Monitoring
The Letter of Agreement regarding monitoring limits the number of evaluative observations that can be observed in a month to 8. Selection of calls to be observed will alternate between management and the employee, with management selecting the first call. Management determines the method of evaluation. Any additional calls observed cannot be used for discipline except in cases of misconduct.
Calls selected for evaluation shall be selected from those calls that occurred after the employee’s most recent call evaluation.
Calls used for calibration purposes by management and additional customer calls selected for coaching purposes will not be used toward discipline except in cases of misconduct.
Rules for Employees Performing MI60 Duties
MI60 duties will be performed by bargaining unit employees only on a voluntary basis and subject to final selection by management. Such assignments will be rotated quarterly and aligned with shift bids. A shift differential will be paid. Duties will include assisting management with floor support, chat support and handling escalations. No other management duties are included – not coaching, observing, or any other documentation of performance.
Call Center “Mini Shift Bids”
In order to protect seniority and scheduling, when new hires are brought into a center; management will initiate a process to place them in open slots after existing employees have had an opportunity to bid on the open slots based on seniority order. Any slots available after the “mini-shift bid” will be filled with New Hires.
Contract Changes Relating to Technicians
Trial of Small Cell Aerial Work
In 2018, the company will conduct a trial of small cell work requiring aloft and/or bucket trucks. The trial will include training of the workers, determining the scope of the trial, meeting with CWA to discuss expectations before the trial and meeting quarterly with CWA as the trial progresses. The first meeting is set for 90-days after ratification or sooner.
Safety Equipment for Supply Chain Employees
Supply Chain employees are now eligible for safety glasses and safety footwear under similar terms to Wireless Technicians: one pair of clear lens prescription safety glasses for use indoors; or, if duties are performed outdoors, one pair of clear lens and one pair of dark lens or one pair of photocromatic lens glasses; one pair of safety footwear per calendar year.
Protecting Seniority in Workforce Imbalance Situations
Temporary moves will be done by seniority. If a temporary imbalance lasts for more than 6 months, the move will be made permanent with another canvas by seniority. Anyone reassigned will have the right to retreat to previous position if it opens up within a year of reassignment.
Other Contract Changes
Hours of Work Under Temporary Conditions
In the event the company determines emergency business conditions require a change in schedules of hours worked, management may adjust schedules on a temporary basis, but a new provision requires management to explain the business needs and the expected duration of the temporary condition so that workers can better prepare and plan for the temporary schedule change.
Flexible Excused Days with Pay Trial
There is an agreement to implement a Flexible Excused Day with Pay trial in three call centers. This is in response to your Bargaining Committee’s demands to address the attendance/quality of work life problems in the call centers.
More details on the new contract will be available soon.
February 7, 2018
We have noticed that incentives are decreasing little by little. The company is making it nearly impossible to earn money
We have filled out suggestion forms so that the bargaining committee can mention this during contract renewals
Retail is having a hard time getting managers to agree to use exchange time. They continue to say no based off needs of the business. The union will continue to ask the company to prove the “needs of the business”. At the next leadership meeting, the union will bring this topic to the table.
Call center reps are continuously receiving the voluntary forms from the SOAR team. The union will continue to dissect these and represent our members to the fullest extent. At the February leadership meeting, this item will be a hot topic.
Managers are not informing reps when they are making changes to the reps schedules.
In retail, the scheduling system is not honoring seniority. At the next leadership meeting, the union will bring this topic to the table.
There have been concerns from the members about unfair treatment. Members have suggested that the mi60 role should rotate because the managers are favoring their friends. The mi60 managers are allowing some reps not to be held accountable.
Orange contract bargained for attendance points. Hopefully, the black contract will be able to do the same in our upcoming contract renewal.
We have discussed mobilization tactics in our most recent Mobility Mobilization classes.
We have collected suggestion forms and turned them in to the District for the bargaining team to analyze.
Karen L Rowell
Vice President of Mobility
Office: (404) 614-3224 Cell: (770) 596-0886
More info to come