My Treasure Basket

Anxious? Crazy Wednesday…!

Anxious… Well, I say I am anxious because my team ended with a bad scorecard in February and I have a lot of things in mind to do to improve performance this March but I am anxious if it will work or not considering I will be getting additional agents from another team, another culture! There were a lot of changes in processes and it is now confusing the agents and even me when making decisions for escalated calls coupled with the never ending spiking queue and high absenteeism rate! I am not sure if I will survive, if I will be able to end the day alive! The week has just started and yet it is as if I never did any admin task at all because when I came in I had to do deep dive analysis, investigate escalations, check agent performance, coaching and all the stuff plus a hypertensive agent on the production floor… I am not sure if I have to file my maternity leave earlier than expected… hehehe!!! joke3x!!! Well, no matter how crazy this Wednesday might be I am still optimistic that I will be able to accomplish some things, not all but at least some. I am confident about it. Oh and by the way, I am not sure if I will be invited for a one-on-one coaching session with the Senior Operations Manager considering how bloody red my scorecard was just like what happened to all the other team leads… Well, just thinking about that makes me sick. Well, all I can say is “COME WHAT MAY!!!” hey hey hey… I know at the end of the day I will still be alive so I I’d better do it well today… Good luck and GOD bless me