sarasvati: (make tea not love)
[personal profile] sarasvati
There are many days in which I wish I had something more entertaining to talk about here. As it is, the most exciting things that have happened to me thus far consist of getting back from PEI and finding out that I have laryngitis.

Some people leave their hearts in San Francisco; I left my voice in Charlottetown. Mine doesn't make good song lyrics.

At least the job training was good, even if I was sick through almost the whole damn thing. I now get the power to approve refunds and credits, and to do some more legal changes to accounts. Fun!

I'd have an easier time getting my work done, though, if my home centre actually had bothered to get our emails set up so we could get the templates and guides that we need. As it is, until they do that, we can really only do about half of what we're supposed to be doing.

On the other hand, part of the duties that we've taken upon ourselves rather voluntarily consist of doing some coachbacks to agents. I honestly can't believe the amount of stuff that people were doing wrong. In some cases, it's excusable, because our training sucked and we got a lot of wrong info. In others, though, the agents just aren't trying. And since there are way too many incidents for sups to coach them back on (Sup A is also handling the tech support teams, and Sup B is lucky she knows how to turn on a computer), we're going to do it.

This means making ourselves unpopular. People like us now. They're not going to like us when we sit them down for the fourth time and ask them why they're still not reading case notes or still escalating issues that don't need to be escalated. We've gone from colleagues to superiors, and I don't doubt that there'll be some grumbling about us on the floor.

But let them grumble. Coachbacks need to be done, and agents need to learn and improve. Kat, Bernice, Joe, and I all learned. We learned the hard way, through work and our own coachbacks and helping others and putting in the extra effort. It's how we got the promotions - I did floor support and additional retraining, Kat did floor support and was acting supervisor for a few weeks, Bernice knows her job as well as Kat and I do, and Joe's been there the least time of us all and he's proved himself very competant. We got our positions on merit, not on butt-kissing, and it's possible that any agent could do the same. If anybody grumbles at me for turning into a disciplinarian...

Well, in truth, I haven't changed, per se. The only thing different about me is that I have the authority to do coachbacks. But when I did floor support, if somebody did something incorrectly, I'd educate them. When I was covering the floor for a sup, if I saw somebody with their cell phone out or online, I'd give them a warning. If they ignored the warning, then I'd report them for rule-breaking; it's not like I didn't give them the chance. I'm not changing in this role, and I didn't suddenly get power-hungry.

I just hope the others can keep seeing that. I don't really want to be disliked.

I'm just hoping my voice returns by Monday so that I can go in, handle cases, do callbacks and coachbacks, and find access to all the things I need access to. I want to be awesome at this job! I can't be awesome if I have no voice and no work email.
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Sarasvati

August 2011

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