Neko

…for Love?

Hmm… let me just itemize the things I do in an 8 hour shift, now that there are no more team leaders to assist me:

1. first, decide and print on the seat plan for the day.

2. gather up the agents for some reminders and updates before the start of the shift (sometimes I skip this, thinking the agents are old enough to recall doing the same thing everyday – although some still act childish)

3. check the attendance and send this as an email.

4. email the seat plan to the concerned department.

5. make an average of at least 15 emails in a day – sent to clients, managers and other department heads, of course taking note of the minutes spent in editing and pondering of thoughts.

6. photocopy the forms needed by the agents (if the building administrator is not around – which happens more often than not… zzzz)

7. staple these 40 sets of 15-paged forms plus plus (often tho, I make more than 40 so as not to repeat the same procedure twice in a day)

8. input the details of each complete call as they come – we are averaging 25 to even 40 in a day.

9. collect, sort and organize the appointments set by the few agents assigned to make appointments that will be called by the main outbound agents.

10. if the production for appointments is slow, assist by calling too.

11. answer queries of agents

12. for the past few weeks, one supervisor uses his leaves regularly because of some sickness, so when he calls to ask a favor or errand, I cannot refuse – but I do it with an open mind. (hope he gets well tho – and soon, please!)

13. reply to IM’s online – msn, aol, gmail talk, (some come personal, but much to my regret and most of the time, I tend to ignore them just to cater to the business-related ones) sorry I disabled my yahoo or else I might end up sitting on my cube all day - lol

14. at least double check the consistency of answers on each complete call written on paper, which is 15 pages long. (this one I am guilty of not doing all the time – hey what does T-I-M-E mean again?)

15. make a print out for the collection department, and walk through 2 departments just to go to the printing room on the far corner of the floor. (I find this a waste of time and how I wish the printer is only beside me…or at least have one) And yes, I do this 3-4 times a day.. sometimes even more if I need to print other documents

16. make sure that the cut-off set for collecting these completes for encoding are met twice or even 3 times a day (depending on the amount of completes per hour).

17. lunch break for 30 minutes (pfew! finally!)

18. meet up the agents for 5-10 minutes after the break, for reminders, updates and instructions (this is not mandatory everyday, but with the project we have, it is deemed necessary)

19. go to the other floor, leaving the agents on their own, just to listen to a minimum of 2 sets of 30-minute calls from the recordings which are bound for memos.

20. go back to the floor and call upon the agent doomed for memo or grading and accompany them to be witness on how the agent was graded.

21. go back to the floor again, feeling guilty at times for not having seen the mistakes on the forms and debating to oneself, coz the agents should have checked and/or known that what they wrote was inconsistent and/or wrong.

22. answer more queries of agents

23. update the board on the number of completes, per hour, per agent – so that everybody can see.

24. check the updates online and reply to clients’ emails if necessary

25. monitor the agents on random to check if they are dialing out, or to assist in some calls.

26. 10 minute-break (coffee, tea, or just water[!] and an occasional lucky strike lights [sorry- but I confess..] and toilet time- now don’t forget that) but most of the time I just let this privilege pass coz I have to do more important stuff. – yeah what’s more important than a puff of cigarette that will eventually destroy my lungs huh? What? What? Lol…

27. making sure that no agent goes over-break, sometimes to the point of looking for missing agents only to find some in the break room or under the cubes, sleeping, and yes the building admin is sometimes their sleeping-buddy… zzzz… so there you are!

28. answer the call or IM of a client or a manager.

29. ignore the gossips from behind just because somebody passed by my cube and said hi or chat a little, or even just to bug or punch my chair. (yes, this happens every forking day! Geesh! Haha- fork) – I think I’m hungry… Did I take my lunch? Or did I forget again?

30. be like a watchdog! make my presence felt on the floor by randomly manning the floor, coaching and checking on the agents, sometimes joke with them or catch people not speaking in English or sneaking food – without giving! lol

31. pressure the agents who still have no production for the day by announcing their names one by one – haha! I love this! (I think I’m getting my voice exercised enough – thinking how timid and aloof I used to be back in school)

32. remind the callers that we still have 30 minutes to dial before the end of the shift and they haven’t got enough completes yet. So, no peticks allowed!

33. at the end of the shift, make an announcement for the next scheduled appointments and organize the agents who I will assign for these.

34. collect the tallys and counts per agent

35. update the online count per project, per detail.

36. send out reports to the clients and managers

37. double check the data files, print if needed, and settle things to be done for the following shift.

…. All these are not scheduled yet, if I would write them as how I really do all these, and some repeatedly, you might build a monument for me! Well, they won’t call me Super-Jack Of All Trade-sor for nothing..

Ok, now that I am home, and all that was out (pfew!) time to update the agents schedule to be sent by email now – for payroll. And later, clean the list of 15,000 phone numbers to call for tonight.

Yes, when I have to do something, I tend to distract myself by doing another – at least I know I am still me. lol

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photo credits:
“My Desk” by tmertz
“Meltdown” by klycollins
“Dancing on the keyboard” by cypearl
“Work till you drop” by cypearl
“Looking at me” by marlysmand
“A workaholic’s breakfast” by Alex Jacek
“Rawwwwrrrrr!” by massdistraction