Store and contact center employee onboarding

New hire

Completes the forms, uploads documents, completes the trainings and attests, and requests nothing by email.

HR

Examines the eligibility documents, verifies the checks and decides failures in the Decision Desk.

Store or contact center manager

Approves the access and the schedule and sees readiness.

Callvu

Prefills, classifies, collects, chases, routes and writes.

1. 1

   Prefill and classify

   The onboarding is prefilled from the offer and the applicant record; the role (sales, service, supervisor), the location, the employment type and the jurisdiction classify the requirements: the employment eligibility verification with its deadline and the document examination method, the tax withholding and payroll forms, the state new hire reporting, the policy acknowledgments, the trainings required before customer contact (CPNI and customer authentication, card data handling, the consumer protection and sales practice rules, the accessibility and the privacy rules), the background check consent, the equipment and the uniform, and the system access by role.

2. 2

   Chase and verify

   Each item is collected from the new hire on their phone in order, with the documents read on arrival (the identity and the work authorization documents for the eligibility verification, examined by HR in person or by the permitted remote procedure, the tax forms validated); the outside items (the background check result, the sanctions screening, the prior employment verification where the policy requires) are chased from their holders on the start-date clock; the trainings are completed and attested, and the chain shows the manager and HR what is outstanding.

3. 3

   Decide

   A chain that completes inside the rules proceeds; a failed background check, a work authorization document problem, a training not completed before the start, or a late outside item near the start goes to HR or the manager in the Decision Desk with the record and only the allowed outcomes (clear, clear with conditions such as no customer contact until the training is done, delay the start, or withdraw).

4. 4

   Write back

   The employee record, the forms, the attestations and the check results are written to the HR system, the system of record, and the payroll system, the access to the BSS and the store or contact center systems is provisioned from the role and the manager's approval only when the required trainings are attested, the readiness view shows the hire complete before the start date, and a termination from the HR system removes the access the same day.

Where it ends: The new hire completed one chain from the offer on their phone, the eligibility verification and the checks ran on the start-date clock, the required trainings were attested before any customer data access, and the HR system holds the record with the access provisioned from it. The Decision Trace shows the requirement classification, each check and any decision; the Audit Trace shows each form, upload, attestation and chase with time.