So, my work has bought in a new call centre manager, to help us re-structure how KPIs are reported, ensure coverage on the phones, etc etc. The business wants to grow so this guy is here to provide his experience and expertise to help.
One of the issues is missed or lost calls; a call will bounce between us until someone answers, or the customer hangs up. If they hang up, it’s a missed or lost call.
This manager fellow sends an email that literally says:
“Yesterday we got through the entire day with only 1 missed call and yet today we have already hit 5. I would love a logical explanation if possible on this.”
It’s his job to figure that out (and the issue is obvious, if we’re all on calls how do we pick up another) but his tone is so damn snarky and immature. It feels accusatory, when everyone taking calls is doing their best.
Guess I’ll be looking for a different job, while I keep my head down here. He seemed nice, but this is so unprofessional in my opinion.
Don’t quit it just because of a bad interaction. There are dumbass managers everywhere. You don’t have to put up with disrespect or bullying, but if you can find a strategy to get over bad management your career will become so much less awful.
If you give honest feedback “there is an overload of calls/calls to staff availability ratio was unbalanced due to all staff on active calls” and nothing is done, then I’d be looking for something else. Chances are he’s getting pressured by others, which can flow down. Yes, it’s his job, but it seems fair that he’s also be seeking input from the team actually doing taking the calls. The email is worded badly, but maybe try reading it in a different voice?
True, I know what he is getting at and why he is asking. I just don’t appreciate the tone, and as he purports that he has 30+ years exp in call centres and management, I would have thought that he would be less tone-deaf
I have a nice email I wrote, explaining the issue, and it was sent to us all (not just me). So I’ll see how it goes lol
Yeah, behaviour like that by an IT manager resulted in a “mass” (3 out of 4 staff) walkout at one of my previous workplaces, myself included. It started as you described but only got worse from there.
Damn. I have had experience with managers like this at previous workplaces, and I was hoping this would be different… But it’s just more of the same.
I like the work, but dislike intensely when people like this manager imply the issues are with the staff themselves, rather than the more logical conclusion of there not being enough staff to ensure no lost calls
I already have saved some jobs on seek, so I’ll write up some applications after work today lol
So, my work has bought in a new call centre manager, to help us re-structure how KPIs are reported, ensure coverage on the phones, etc etc. The business wants to grow so this guy is here to provide his experience and expertise to help.
One of the issues is missed or lost calls; a call will bounce between us until someone answers, or the customer hangs up. If they hang up, it’s a missed or lost call.
This manager fellow sends an email that literally says:
“Yesterday we got through the entire day with only 1 missed call and yet today we have already hit 5. I would love a logical explanation if possible on this.”
It’s his job to figure that out (and the issue is obvious, if we’re all on calls how do we pick up another) but his tone is so damn snarky and immature. It feels accusatory, when everyone taking calls is doing their best.
Guess I’ll be looking for a different job, while I keep my head down here. He seemed nice, but this is so unprofessional in my opinion.
Idk, thoughts?
You just got this job right?
Don’t quit it just because of a bad interaction. There are dumbass managers everywhere. You don’t have to put up with disrespect or bullying, but if you can find a strategy to get over bad management your career will become so much less awful.
I’m not quitting unless I have another job offer, dw. I won’t be burning bridges, just gonna keep doing good work :) I appreciate the advice 💜
If you give honest feedback “there is an overload of calls/calls to staff availability ratio was unbalanced due to all staff on active calls” and nothing is done, then I’d be looking for something else. Chances are he’s getting pressured by others, which can flow down. Yes, it’s his job, but it seems fair that he’s also be seeking input from the team actually doing taking the calls. The email is worded badly, but maybe try reading it in a different voice?
True, I know what he is getting at and why he is asking. I just don’t appreciate the tone, and as he purports that he has 30+ years exp in call centres and management, I would have thought that he would be less tone-deaf
I have a nice email I wrote, explaining the issue, and it was sent to us all (not just me). So I’ll see how it goes lol
Yeah, behaviour like that by an IT manager resulted in a “mass” (3 out of 4 staff) walkout at one of my previous workplaces, myself included. It started as you described but only got worse from there.
Time to start looking.
Damn. I have had experience with managers like this at previous workplaces, and I was hoping this would be different… But it’s just more of the same.
I like the work, but dislike intensely when people like this manager imply the issues are with the staff themselves, rather than the more logical conclusion of there not being enough staff to ensure no lost calls
I already have saved some jobs on seek, so I’ll write up some applications after work today lol
.
The explanation is no staff available to pick up the call.
This is his fucking issue.
Start telling them this shit, you don’t care, the job’s a fucking dumpster fire anyway XD XD (btw, how goes the job hunt?)
Sounds like a cunt tbh.
I would answer his question with the truth, personally.
I had written an email response that was equally snarky but decided against burning this bridge yet lol
I will provide the feedback requested as constructively as possible lol