Practice Task 5 · Parts 1–4

From: Priyansh Vellore, Customer Service Representative

To: Fenella Okwuosa, Shift Supervisor, Brindlewood Call Centre

Subject: Trading my Saturday shift

Hi Fenella,

My sister's wedding is on Saturday the 14th, and I am scheduled to work the 8 a.m. to 4 p.m. shift that day. I have already spoken with Tomasz, who works the same shift most weekdays, and he agreed to trade with me. He is scheduled for the evening shift, 4 p.m. to midnight, on Thursday the 12th, and he is fine swapping that for my Saturday morning shift instead.

I know the scheduling policy says trades need supervisor approval at least five business days in advance, and today is exactly five business days before the 14th, so I wanted to send this as early as I could. I also want to flag that Tomasz has less experience on the billing dispute queue than I do, so if there is a concern about coverage on Saturday, I could ask another teammate, Odalys, whether she would be willing to help remotely if anything urgent comes up.

Could you confirm whether this trade works, and let me know if I need to fill out anything beyond this email?

Thanks,

Priyansh

— REPLY —

From: Fenella Okwuosa

To: Priyansh Vellore

Subject: RE: Trading my Saturday shift

Hi Priyansh,

Thanks for getting this in right at the deadline. The trade itself is approved, since both shifts are the same length and Tomasz has already confirmed availability with me separately.

On the billing dispute queue concern: that is a fair point, and I would like you to check with Odalys as you suggested, just so we are not caught without coverage if a complex case comes in on Saturday. If she is not available, let me know by Thursday morning, and I will move one of the senior reps from the Monday shift to cover Saturday instead.

You do need to submit the standard trade form through the scheduling portal, even though this email counts as informal notice. The form just needs both employee signatures and should take a few minutes. Please have that submitted by end of day tomorrow so payroll has time to process it before the pay period closes.

Enjoy the wedding,

Fenella