I AM FRUSTRATED ...
So I haven’t posted a REAL entry in a while.
Explain to me why I should go above and beyond at work anymore. Why should I care about giving 100% at work. Why don’t I just go into work and give 50%. Why should I care about my team, my co workers, and my performance.
The main reason work. Work is killing me. No really it is. I come home every day not wanting to do anything. I just lay on the couch and stare at the TV or stare at FB, or B411. I really do nothing, I don’t chat much, I am mentally not able to get motivated. IT SUCKS. I hate being mentally exhausted every single day.
In the past 40 work days ( two months ) I have worked 32 12 hours days. I HATE working 12 hour days. We get no comp time/days for working over time. We get nothing for working over time. I don’t even get a "thank you" from my boss. Why did I do this.. I didn’t have much of a choice. I didn’t want to be written up, or worse fired. Those are constant threats held over our heads. In fact I get NO positive feedback or reinforcement from my boss.
For those who don’t know, I am a supervisor in call center. I have been a supervisor for the last 18 months. The last 3 months have been a HUGE struggle for me. The job really shouldn’t be this stressful. I have a team of 17. I LOVE what I do. I love my team. I love our client. I think the majority of my team likes me.
I don’t like that I have 80 hours of workload to do in 40-45 hour week.
The reason, we have too much on our plates. Here is what I do...every day.
Agent meet and greets every agent every day. These take any were from 10-15 minutes a day.
We have to do 2-3 "QA monitorings" per agent per week. This month I have 17 agents, that equals 34 to 51 QA's a week. Each QA can take 10-15 minutes. ( that does not include feed back to the agent)
We have what we call floor time. We have to be on the floor from 2 to 4 hours a day. This consists of walking the floor the entire time, answering questions. We are not allowed to sit at our desk unless we are taking a sup call.
We have agent one on ones that are mandatory with each agent. Each one on one has to be at LEAST 45 minutes. We are NOT allowed to pull agents if we start to get calls waiting.
We have "all hand on deck". This happens when we have calls waiting to be answered. This is when EVERY SINGLE supervisor must get up and walk the floor. This has happened every day, yes every day since January 3rd 2009. This will last from 45 minutes to the ENTIRE 8 hour shift.
Cancel anywhere from 30-40 incomplete orders every day. This can take 40-60 minutes.
New this week: we have to audit every single accommodation order that agents are sending out.
I have a weekly one on one with my boss, 30-60 minutes every week.
Do an attendance audit on my team weekly.
I have a weekly calibration sessions that go from 60-75 minutes.
We are supposed to have team meetings every week. Right, I have had two in six months.
To make things interesting one of the supervisors went on an “emergency” vacation today through next Thursday.
I have NOT called into work the ENTIRE time that I have worked at my current employer. (combined time that is 8 years)
I have not missed a major deadline in 16 months.
I was the top supervisor for 3 months on a row. (Oct, Nov, Dec) I was close if not the top Sup in Feb.
I have been heading up the floor wide incentive for a trip to our clients headquarters in SF for 2 agents and a supervisor.
I have meet or exceeded all my required metrics for the last 8 months.
So what else has me so frustrated. OTHERS SUPERVISORS NOT PULLING THEIR WEIGHT.
I have always had issues with other not pulling their weight. All other sups have called in at least 3 times a month. Now see, we have a attendance policy at work for the agents. All agents have 6 "call outs" allowed in 90 days. At number 7 they are fired. Now with sups, that doesn’t happen. SO when other sups call in who gets more stressed out, and gets all their work.. who gets added floor time, and everything else... yes those sups that don’t call in.
I have spoken to my boss and my bosses boss. That gets me nothing. Yes I get to vent, yes I get to hear their empty promises on how things will get better. Then don’t. I know I can’t quit, as the job market sucks ass.
Today we held our drawing for the trip, we received entries that were based on team performance over the last sixty days. One other factor was attendance. So the two sups that didn’t call in, me and another one has 36 and 39 entries respectively ( these were for AOS, SAVE and attendance) . I mean I had a feeling I wouldn’t win, as I never do, so that's not what I’m upset about. One of the conditions of winning the trip was to not be on "probation" for any reason. That includes attendance. So the drawing happens.. and the sup who wins, has called in at least ONCE every week for the last 8 weeks, that’s right that is at least 8 "call outs". If she was an agent she would at the least be on probation, but more than likely FIRED. And yes she get rewarded for slacking. SERIOSLY. WHAT THE HELL!!