Whatta week!

Well as you can tell by my previous post, it's been an interesting week. After taking a few minutes to blow a fuse on my team tonight, which I rarely do, I got to enjoy a few minutes of quiet time. I had to smile to myself, since this is the first time I have EVER gotten openly angry at my team. I am always so patient and lenient with them, I tend to let some of the little things slide. This week, I have pretty much had it. I never lose my temper at work. I will collect my cigarettes, and escape for a break if I feel I'm going to lose it. I warn my agents the moment they join my team, to never make me angry. I don't get angry at stupid personal jokes or insulting remarks. What really upsets me is incompetence and ignorance.

Definition of ignorance: A willful neglect or refusal to acquire knowledge which one may acquire and it is his duty to have.

I am easily frustrated by a lack of ambition or desire to do better for the benefit of one's self or those around you. You show me you can do a good job, and I will reward you for it. You screw off, and I will not defend you when your job is on the line. My team has always been very good about going the extra mile to make me proud of them. In turn, I have had no trouble promoting dozens of agents to training, quality, senior, and pushing some into management roles.

So tonight's fun? We have a team chat room open so anyone on the team can ask a manager or another teammate for assistance. It's proven very helpful in situations like this. We're slammed in our live chat support (one on one conversations with customers via a chat room), customers just flooding in. I ask in the team chat very plainly what everyone is doing, because their teammates need help. After 5 minutes of no response, and hearing my agents chit-chatting on the other side of the cube wall, I lost it.

Normally I would have found the sarcastic comments rather humorous, laughing and joking with my team, but in a sickening way I really did rather enjoy the snide/sarcastic comments I heard over the cube walls, "Oh, here she comes....", and "Maybe I should have responded in the team chat....", and "Ooooooooo....". Maybe it was the satisfaction I was about to feel creeping up a little prematurely.... I watched the blood drain from their faces as rounded the corner, and they saw the look on my face. Hands started to shake as I demanded an explanation.

"Seriously, why do we have a team-chat room if no one is going to use the blasted thing? When you are struggling with too many chats, who's going to back you up? You want your co-workers to sit there playing video games while you bust your butt to help every customer alone?! No more game-play! No more product research! You will sit there and stare at your tools until more volume comes in. If I catch any of you in game-play again without being assigned to it, you'll get a formal written warning. Consider this your verbal." Keeping in mind that once a warning reaches paper at my company, you are no longer eligible for a promotion or for a transfer to another contract. Period. If the contract leaves, so do you.

Note: My agents are assigned duties, they are not to assume what their assignments are. Assignments are split up between game-play, chat support, e-mail support, and bug support.

Amazing how a little anger motivation from your boss can get you to volunteer to do your job. Suddenly 4 hands shot up, "I am jumping in to help now. Thanks Jess." Then suddenly, all was quiet. The occasional whisper regarding the surprising outburst, but everyone very clearly understood what had happened, and not to screw around again. Ah, satisfaction. I am so tired of the slacking off. Yes our volumes may be low, but that's no reason to ignore what is there, or your teammates when they need help. *grumble*

As a matter of fact, our client has requested the removal of one of our agents from the contract because of similar behavior. However, this agent was not disrespectful to her teammates as much as she was to customers. That was Thursday's fun. By our client making the request, the paperwork is easier. Sadly, it's that simple. However, this agent is a challenge I am ready to release. *quiet celebration* Obviously I don't want to fire anyone, but there are other contracts in the building I can sick her on. She's stubborn and rude though, so I predict she'll turn down the offer, and take the lay-off. Some people just aren't meant for customer service.

Now if I could just get passed this stomach bug, I'd be on the road to a good weekend. We'll see. Need to sneak into work tomorrow to do some quality coachings on my folks. So many things I can do from home. I really wish that was one of them.

Just think, by the end of the month, I'll have whined so much about my job, you'll know all the gruesome details. Wanna trade for a few days?

Party on! Heading out this weekend. Have alot of catching up to do on a life I've ignored for the last year. ;-) *cheers* Here's to a quiet sleep.