Embedded Files
Reminder: Stay professional with customers. Escalate if needed—your attitude reflects the team. Let’s lead with respect.
Check out the latest News & Updates
SLC Year-End Celebration
SLC Year-End Celebration
SLC Year-End Celebration
Get ready to wrap up an amazing year with fun, food, and festive memories! Join us as we celebrate the SLC family in a night filled with laughter, connection, and holiday spirit.
📅 November 30, 2025
📍 Greenflow Resort, Minglanilla, Cebu
👗 Dress Code: Red / White / Cream
🎁 Exchange Gift: ₱300
Expect fun games, good food, exciting prizes, and a night of celebration with the SLC family. See you there!
Sugar & Starlight DIY Christmas Ornament Contest
Sugar & Starlight DIY Christmas Ornament Contest
Sugar & Starlight DIY Christmas Ornament Contest
Unleash your holiday creativity and let your festive imagination shine! We're inviting all crafty hearts and Christmas lovers to join the Sugar & Starlight DIY Christmas Ornament Contest — where your handmade ornaments could steal the spotlight this season.
Deadline of submission of entries is on December 1, 2025.
August Grocery Deals!
August Grocery Deals!
August Grocery Deals
Grocery Deals Just Got Tastier!
Turn your hard work into mouth-watering rewards! Every KPI you crush, every UH Call you ace, and every perfect disposition you log earns you GPoints (Grocery Points). Stack ‘em high and swap them for snacks and grocery goodies. The better you perform, the bigger your haul — snack time has never been this rewarding!
Earn GPoints. Trade for treats. Let your taste buds celebrate your wins!
Team Announcement: Let’s Lead with Professionalism
Team Announcement: Let’s Lead with Professionalism
A reminder to everyone: rudeness or unprofessional behavior toward customers is unacceptable.
We are here to provide exceptional service, and that starts with respect, patience, and professionalism in every interaction—no matter the challenge.
If you're feeling overwhelmed during a call, please follow the escalation process or reach out to a team lead or supervisor. Support is always available.
Let’s uphold the values that define our company and treat every customer with the courtesy and empathy they deserve.
Your attitude doesn’t just affect your calls—it reflects on the entire team.
1:100 OT Challenge – Season 2
1:100 OT Challenge – Season 2
💰 Individual OT Rewards
📅 Eligible Days: Tuesdays and Fridays
⏱️ How It Works:
Render at least 1 hour of mandatory OT to qualify.
Get ₱100 for every additional hour rendered beyond the mandatory 1 hour.
All previous OT hours from July will be counted retroactively.
All SLC US team members are eligible!
CUSTOMER CONNECTION CHAMP!
CUSTOMER CONNECTION CHAMP!
Customer Connection Champ
Submit your entries in our Customer Connection Champ GC. with the following information:
Customer Name, Code & Phone Number
Date of Interaction
Short summary of the interaction
Brief justification on why you consider it as your best
UHmazing Treats – July 2025 Perk Alert!
UHmazing Treats – July 2025 Perk Alert!
OP360 Dedicated Intellicare Support Line
OP360 Dedicated Intellicare Support Line
OP360 Dedicated Intellicare Support Line
OP360 Dedicated Intellicare Support Line
OP360 Exclusive Hotline: +63 (032) 260 9811
To enhance our employee healthcare experience, OP360 has partnered with Intellicare to establish a dedicated support line exclusively for our team members. This specialized service ensures faster, more personalized assistance for all your healthcare needs.
Key Features
• 24/7 Availability — Round-the-clock support, including holidays
• Enhanced Customer Experience — Automatic caller identification and direct connection to your dedicated support team
• Efficient Resolution — 90% first-call resolution rate with specialists familiar with OP360 benefits
Service Scope
The dedicated support team will assist with:
• Benefits verification
• Healthcare provider information
• Coverage inquiries
• General healthcare support
How to Access
• Simply dial +63 (032) 260 9811 to connect directly with your dedicated Intellicare support team.
Important Notes
• This service is exclusively for OP360 employees
• Please have your Intellicare ID number ready when calling
• For emergencies, please proceed to the nearest accredited hospital
For additional information or questions about this service, please contact your HR Business Partners or email hrteam@officepartners360.com
Daylight Savings Time
Daylight Savings Time
DST Starts on March 9, 2025
DST Starts on March 9, 2025
Don't forget to adjust your clock 1 our earlier than your current schedule.
Example:
Shift: 8AM CT
Local Shift: 10PM PH Time
with DST
Local Shift: 9PM PH Time
Handle Calls with Care: Avoid Unnecessary Holds
Handle Calls with Care: Avoid Unnecessary Holds
Important Reminder: Avoid Unnecessary and Extended Holds!
Important Reminder: Avoid Unnecessary and Extended Holds!
Unnecessary and extended holds negatively impact the customer experience and can lead to serious consequences. Always ensure holds are necessary, brief, and properly communicated. Always inform the customer why they are being placed on hold and provide an estimated wait time. Avoid using holds to delay handling the issue or as a way to avoid difficult conversations. Effective communication and proper call management not only improve customer satisfaction but also reflect our commitment to excellent service.
If you need assistance, reach out to your Team Leader or SME instead of relying on extended holds. Let’s stay professional and provide efficient service at all times!
OP360 Cares: Annual Gift Giving
OP360 Cares: Annual Gift Giving
#OP360Cares: Join Us for Our Annual Gift Giving Initiative!
#OP360Cares: Join Us for Our Annual Gift Giving Initiative!
At OP360, we believe in the power of giving back. For years, it has been our cherished tradition to visit our beneficiary schools and share the spirit of kindness by gifting them with thoughtful bundles of joy.
This heartwarming initiative reflects not just our commitment to community building but also our shared passion for creating meaningful connections beyond the workplace. By joining the OP360 Cares Gift-Giving initiative, you’ll have the chance to make a difference in the lives of children and educators, spreading happiness and hope where it’s needed most.
Event Details:
Gift Repacking: Venue: 9th Floor Tower Pantry, Opal Tower EBloc 2
Gift Giving Bundles Distribution: Assembly Point: 9th Floor Reception Area, Opal Tower EBloc 2
Notes:
Volunteer slots are limited for each schedule, and participation will be accommodated on a first-come, first-serve basis.
Volunteers are encouraged to make use of their Volunteer Day Leave Credits for this meaningful activity.
Kindly complete the Google Form provided to confirm your participation and secure your slot.
Kindly access the provided links to complete the registration forms.
Gift Giving Bundles - Repacking
Gift Giving Bundles - Distribution
Together, we can make a difference, one smile at a time.
Bingo OT Challenge
Bingo OT Challenge
Are you ready to dominate the OT floor, flex your superpowers, and claim not just OT pay but EPIC REWARDS? This is your chance to rise above and conquer the BINGO OT Challenge, where hard work equals legendary rewards!
Challenge Period: January 6 - January 31, 2025
Bingo OT Challenge Mechanics
Bingo OT Challenge Mechanics
How to Play:
Save the Bingo Card for reference and guidance:
Use your bingo card as a guide to complete OT tasks throughout the week.
Complete Lines to Win Weekly Rewards:
Hit a straight, vertical, or slanting line by completing OT tasks.
Validate completed tasks with your team leader to mark your squares.
Take the Bigger Challenge:
BLACKOUT (complete the entire card) and earn the ultimate jackpot rewards!
Superpower Rewards
The Superpowers Are Limited!
Only 20 Superpower Slots are available, awarded to employees who successfully complete a line (first come first serve basis).
1. Surprise VL for February:
Get approval for a Vacation Leave (VL) request with less than 2 weeks' notice during the month of February. No more waiting—just enjoy! ( first come first serve basis)
2. Additional LWOP Slots:
Unlock 3 Leave Without Pay (LWOP) slots instead of 2 during February. Freedom just got sweeter! Just give a 2-week notice!
3. Special Off the Phone (15 Minutes):
Take a well-deserved 15-minute break off the phone during your shift. Recharge and come back stronger!
4. Choice of Shift Start for 1 Week:
Forget bidding! Choose your preferred shift start (same off within the hoop) for one glorious week. Just give a 2-week notice!
5. Choice of Rest Day (1 Week):
Enjoy the power to choose your rest day for one week, with 2 slots available per week. First come, first served—submit a 2-week notice to claim your spot!
What If the Superpowers Run Out?
If all 20 Superpower Slots are already claimed, don’t worry! Employees who complete a line after the slots are filled will still receive a Grocery Bag of Goodies as their reward. It’s a win-win!
Additional Perks
BLACKOUT (Entire Card):
5 Kilos of Rice – A true champion’s reward!
End-of-Month Team Reward:
The team with the highest OT hours by January 31 will win ₱2,000 and enjoy a team potluck or breakfast!
Important Notes:
1-hour Mandatory OT (Manda OT) on Fridays does NOT count toward this challenge.
Support Teams can also join and claim their perks!
Weekly winners for completed lines will be announced every Monday.
Limited slots are up for grabs—be the first to claim your Superpower! Let’s make this January unforgettable. Bring the heat and conquer the BINGO OT Challenge!
Aux Reminders
Aux Reminders
Aux Reminders
Aux Reminders
LOGGING OUT
You are allowed to logout from Five9 within shift only for the following reasons, and must obtain approval from SME or TL on duty.
System Issues – Log out is allowed only with SME/TL approval if you encounter technical issues that prevent you from working.
Clinic – Log out for clinic visits or health-related emergencies requires SME/TL approval.
Coaching – Log out for real-time coaching is at the TL's discretion and should only occur when you are not on AVAIL.
Note: TL/SME should fillout the logout form to reflect the unscheduled logouts.
For proper tagging within Five9, follow these AUX guidelines:
Admin Work for long notes - Use this tag for documentation purposes, but ensure it does not exceed 3 minutes. This also requires SME/TL approval.
Meeting for Coaching Sessions - Use this tag when you are in a scheduled coaching session.
Break for QPB - QPB usage must be approved by the SME/TL. Every minute spent on QPB will be deducted from your break time. For example, if you take a 2-minute QPB, you will have 13 minutes left for your break.
Important Reminder:
Unauthorized log-outs, excessive breaks/lunches, and abuse of admin work AUX tags will result in disciplinary action.
Team Leaders are responsible for updating the ACD channel if meetings require tagging, especially when coaching is necessary and we have excess HC commitment.
LOG-OUT TRACKER GC/CHANNEL is only for log-out concerns mentioned above
If you have further concerns or questions, reach out to your immediate supervisor or STL
Know Your Status, Protect Your Future
Know Your Status, Protect Your Future
HIV Awareness Talk and Testing Event
We're proud to announce a groundbreaking initiative — our first nationwide HIV/AIDS Awareness Campaign and Testing event, happening simultaneously across all our Philippine sites on December 21, 2024 (Friday Shift PhST).
In partnership with leading health organizations (AIDvocates, Dawaw, and SHIP), we're creating a safe, informative space where knowledge meets support. From 1:00 AM to 4:00 AM in our office pantries, you'll find engaging awareness talks, confidential testing opportunities, and interactive information booths.
Your local hosts - Del Dal (Cebu), Louie Abarquez (Davao), and Shaz Mabaylan (CDO) - will guide you through an evening of learning and empowerment. Join us for eye-opening awareness sessions, participate in quiz bowls and perya games, and connect with healthcare professionals who can answer your questions.
The awareness talk begins promptly at 1:00 AM, followed by confidential screening services until 4:00 AM. Our partner NGOs will be present with informative displays and resources, while our MARIPOSA team offers on-site sign-up opportunities.
Remember, awareness is a key. By understanding your status, you're taking control of your future. Let's break down barriers and build a more informed, supportive community together.
Your health matters to us. Know your status. Protect your future. See you there.
This project is brought to you by MARIPOSA BRG and OSH TEAM.
RCBC MyWallet Conversion
as of December 17, 2024
Starting January 5, 2025, RCBC MyWallet will be discontinued. Employees using RCBC MyWallet will be converted to RCBC Debit Card.
New my-debit cards are still in transit.
HR will be sending you an email notification containing your new My-debit account number you can use for your enrollment to RCBC online banking. More instructions will be relayed via email within the week.
Payroll & AllSec Updates
as of December 17, 2024
December 23, 2024 - Leave cards for 2024 and 2025 will be available in the system however only 2024 leaves can still be applied and approved during this time. Leave application for 2025 is not yet available.
January 1, 2025 - Employees will earn 1.25 PTO credits which allows for 2025 leave application until Jan 3, 2025; 11:59pm
January 3, 2025 - All leaves for 2024 dates should be filed and approved at the latest 11:59 PM PST. Leave application and approval for 2024 dates can no longer be processed in the system starting January 4 onwards. For 2025 leaves, you may apply and approve it on January 8 onwards.
January 4 to 7, 2025 - Leave module will be frozen. This means no leaves can be applied and approved in the system due to system update and transition.
January 8, 2025 - System will be up and running for 2025 leave application and approval. During this time, both the carry forward leave balance 2024 and 2025 leave balance will be available. Employees can select to deduct the leave application for 2025 whether in 2024 or 2025 balance.
March 31, 2025 - 5 days maximum PTO 2024 balance as of this date will be converted into cash and any excess of the 2024 balance will be forfeited. Management & Longevity Leave credits will be available. On 2025 credits & utilization will be available until December 31 only and anything unused will be forfeited.
Other items to remember:
Compensatory Time Off - will be available for Assistant Managers and above effective January 1, 2025.
Longevity leave accrual will be discontinued effective January 1, 2025
PTO Leave Accrual will be 1.25 beginning January 1, 2025 which gives total of 15 leaves per year
2025 Leave Application Process Update
2025 Leave Application Process
Effective Date: January 5, 2025
Advance Filing Requirement:
Leave requests must be filed at least 2 weeks in advance.
Requests submitted past the lead time will be automatically declined.
Emergency leaves will be subject to the Operations Manager’s (OM) approval.
Leave requests can be submitted for dates at least 2 weeks from the filing date and up to 4 weeks in advance, or as soon as VL allocation becomes available.
Approval Priority:
Due to limited leave slots and increasing VL utilization, approvals will be based on the following priorities:
a. Good Attendance and Productivity (based on average score).
b. PTO Credits Availability.
Leave Without Pay (LWOP):
Employees without leave credits may still request leave under LWOP, limited to 2 days per month.
Additional LWOP days will require the OM's approval.
Please ensure compliance with this updated process. For any questions, reach out to your TL/STL/OM.
APE Schedule
We’re gearing up for our upcoming Annual Physical Exam (APE), and we want to ensure you have all the details needed for a smooth process.
1. Schedule of Participants
1. Schedule of Participants
All employees as of September 30, 2024, are scheduled to participate in this year’s APE. Below is for SLC.
2. Instructions During APE
2. Instructions During APE
Please be reminded of the following items during your APE.
Bring your Company ID: Remember to carry your company ID for identification.
Essentials: Bring yourself a water bottle to keep hydrated and a pen to fill out any necessary documents.
Arrival: Follow your assigned schedule and be on time for the registration.
Dress Appropriately: Wear attire that allows easy movement for physical assessments and DO NOT wear a printed shirt and remove metallic accessories for your X-ray examination.
Where to go:
3. Designated Area and Floor Plan
3. Designated Area and Floor Plan
The APE will be held at our designated area onsite for all CEBU, DAVAO, and WFH employees residing within Cebu City and Davao City.
While CDO and WFH employees residing outside Cebu City and Davao City are assigned to Clinic-based APE.An email will be sent containing the information about the assigned clinic.
For your convenience, these are the floor plans for directions.
CEBU (eBloc 2, 7F, Pantry)
Thank you for your cooperation as we prioritize your health and wellness. If you have any questions, feel free to reach out to the HR Team.
One Pager Update
Buy All Discount
Posted on Oct 17, 2024 by Melf Temblor
UPS Closed
USPS closed on October 14th
In observance of the Columbus Day holiday, Postal Service facilities will be closed for retail services and there will be no regular mail deliveries on Monday, October 14, 2024
Posted on Oct 13, 2024 by Margaret Ledesma
One Pager has been updated for September 2024
Updates: One Pager for September 2024 added the following updates.
One Pager has been updated for September 2024
One Pager has been updated for August 2024
Updates:
1. One Pager for August 2024 added the following updates.
Warehouse is currently working on returns on the following below:
Regular = 8/12/2024
Boxes = 8/12/2024
Posted on Aug 16, 2024
Posted: August 12, 2024
Posted: August 12, 2024
Posted: August 15, 2024
Posted on Aug 14, 2024
Returns Update
Warehouse is currently working on returns on the following below:
Regular = 8/6/2024
Boxes = 8/6/2024
Posted on Aug 8, 2024
Congratulations to our new SMEs!
Khen has consistently demonstrated exceptional knowledge, leadership, and dedication. In his new role, he will be instrumental in guiding our team, offering support, and ensuring that we continue to deliver the highest quality service to our customers. We are excited to see Khen bring his expertise to this new challenge and know he will continue to excel.
Sam and Joe have been appointed as our new SME Buffers. Their outstanding performance, deep understanding of our processes, and commitment to excellence have earned them this well-deserved opportunity. As SME Buffers, Sam and Joe will provide critical support to our organization and leadership team, helping to ensure smooth operations and acting as key resources for their colleagues.
Posted: August 2, 2024
Cancellation refund, All types of refund OPT to MOP/Store Credit
Always ask your customer if they would like to have a refund to MOP or Store Credit and Inform them the benefits of Store Credit. See example script below.
"Before we cancel your order Mr. Customer would like to have your refund to your Store Credit or Method of Payment?"
"I would like to inform you Mr. Customer that having a Store credit as a form of refund can be use immediately for your next future purchases."
Posted: August 1, 2024
Reporting Channel Issue
Reporting Channel Issue
Revised format to report Channel Issues
Use this format to report Issues where Customers mentioning they are NOT able to watch ShopLC
Customer Name:
Registered Telephone #:
Customer Code:
Zip Code:
City & State:
How Does Customer Watch Us – Cable (which provider) OTA (Over the air using an antenna), OTT (streaming service like ROKU, Amazon FIRE, Apple, DirecTV Stream, etc. PLEASE SPECIFY WHICH ONE)
Channel # (if applicable)
Antenna available- Yes/No
Sales force Case No:
U-IVR number - (only applicable if the video is working & and you need to ask the customer about the number they see at the bottom of the screen)
Issue – (please describe issue customer is having with as much detail as possible)
Posted: July 19, 2024
#SafeAtOP360: Typhoon Carina Advisory
#SafeAtOP360: Typhoon Carina Advisory
As of 5:00 PM on July 22, 2024, Typhoon Carina intensified into a typhoon while moving slowly over the Philippines sea. It has maximum sustained winds of 120 km/h near the center, gustiness of up to 150 km/h, and central pressure of 980 hPa.
Affected areas include: Batanes, the eastern parts of mainland Cagayan (including Santa Ana, Gattaran, Baggao, Peñablanca, Lal-Lo, and Gonzaga), the eastern Babuyan Islands (Camiguin Island and Babuyan Island), and the northeastern part of Isabela (Divilacan, Palanan, and Maconacon).
Carina is expected to move generally north-northwestward from today until tomorrow, July 23, gradually picking up speed. The storm is predicted to stay far from the main Philippine islands and leave the Philippine Area of Responsibility on Wednesday evening, July 24, or Thursday early morning, July 25.
Before leaving the PAR, Carina may pass near or over the southern islands of Japan's Ryukyu archipelago and close to northern Taiwan after exiting the PAR.
Safety Precautions During the Rainy Season
Prepare an emergency kit. Prepare well for the worst, especially if you live in a flood-prone area. A good emergency kit includes a First-Aid kit, non-perishable food items, clean water, mosquito repellent creams, medicines, battery-packed emergency lights, and extra clothing sets.
Keep an umbrella and raincoat handy. Both keep you from falling sick and save your belongings from getting wet. It is also advisable to carry your belongings in small plastic pouches to avoid the rain ruining your things.
Drive carefully. Road accidents may occur during the rainy season, so always be cautious. Avoid overspeeding, tailgating sudden turns, and abruptly braking. Some areas might be flooded, so it is best to find another route than to force your way through them.
Avoid walking in the rain. Doing so increases the chances of getting bacteria, leading to several viral diseases.
Check weather forecasts online. Always monitor the weather forecast to help you prepare well for approaching bad weather and adjust your plans accordingly.
Update your emergency contact information. This step is essential for your colleagues to contact your loved ones in case of an emergency.
For questions or concerns, please reach out to safe@officepartners360.com. Take care, team!
2024 Salary Review Adjustments for Two-Year & Up Rep Level Employees
2024 Salary Review Adjustments for Two-Year & Up Rep Level Employees
We are thrilled to announce the implementation of the 2024 salary review adjustments for two-year rep level employees, effective July 1, 2024. We also include this year the QA tagged employees that do not have QA allowances built in their total potential pay. Thank you to these employees for their commitment to OP360 and for building their career with us.
For its implementation this year, the following are the guidelines to qualify:
All positions tagged with Job Title Code = “REP” and “QA” without a role-based allowance built in their total potential pay
No pending Offboarding Record
Two (2) Year tenure as of Jan 1, 2024
Not currently in the RDP pool
No Record of Notice of Discipline - Suspension from Jan. 1, 2024, to present
No Approved PMF from Jan. 1, 2024, that has more than 4% overall potential earning adjustment
As we implement our people-first and high-performance culture, Management will keep improving the guidelines and use a stronger, more objective performance assessment process. This will be essential for similar programs and our overall reward system at OP360 in the future.
Please note that we are sharing this document with you ahead of its release to all employees this Friday, July 12. This early access allows you time to review the information and discuss any concerns or items needing clarification with your program leaders before the company-wide announcement.
Thank you for your continued dedication.
Zoho LMS: Annual Refresher 2024
Zoho LMS: Annual Refresher 2024
A new year means an opportunity to learn from past opportunities and welcome improvements. For this quarter, we’ve compiled all the necessary courses we need to continue providing better service to our partners and maintain OP360 as a great place to work.
What you’ll learn:
This course contains four modules centered around information security, business continuity, phishing awareness, and payment card industry standards—all of which are critical in our day-to-day operations. While these concepts are focal, the main focus of the training is you and where you fit in the grand scheme of things. Click here to start your learning journey.
What’s expected of you:
Learning is an active process, and we’d like to give you the opportunity to be accountable for your own progress. The course will be self-paced and set to conclude on or before July 9, 2024, at 11:59 A.M. (EDT). Please note that failure to complete the course within the given timeframe may warrant disciplinary action.
Questions or concerns?
Please reach out to compliancecore@officepartners360.com for inquiries about the course. Thank you for your participation.
RnR: Quality Store Haven Rewards Program
RnR: Quality Store Haven Rewards Program
Starting May 20th, our store "Quality Store Haven" will be launching the Quality Store Haven Rewards Program. This program is designed to celebrate the dedication and excellence of our agents who consistently deliver outstanding performance in QA evaluations.
Here's what you need to know:
For every QA evaluation scoring 85% or above, you will have the opportunity to indulge in your favorite snack as a token of appreciation for your hard work and commitment to excellence.
Our store is open Monday to Friday, so you can claim your prizes or tokens of appreciation at any time that is convenient for you.
But that's not all! Achieve a perfect 100% score, and you'll unlock premium prizes that will make you feel like a true champion.
Why Quality Star Haven?
It's more than just a name—it's a whimsical destination where shining stars, representing high-quality scores, come together to celebrate success and achievement.
We encourage every one of you to strive for excellence and aim to reach or exceed the 85% QA score threshold. Your hard work does not go unnoticed, and this is our way of saying thank you for delivering joy to our customers and upholding our commitment to quality service.
Get ready to shine bright and enjoy the rewards at Quality Star Haven! The program ends until supplies last.
Page updated
Report abuse