This is the same job that caused me to go on two prescription medications. One is a anti0depressant and the other a muscle relaxer. Keep in mind I have addressed these issues several times before. I have sat down and asked via email on numerous occasions...But nobody has done anythign to help me out.
Ok first a little background information. I work at a call center for a major us corporation. I have been there for about 9mths (2.5 of which were as a temp). I am on the phone for a total of three teams (all but 3 people are on 1, and I am only one on three ques). On top of of all the emails on domestic clients, I also handle, keeping in mind I am the only one who really does) dozens upon dozens of emails for asia, europe, south america, and mexico on a daily basis. Needless to say, I have a full plate most days.
Some quick bullet-points:
1) I am on three teams. My main one and two other I help out on. On any given day I have at least as many calls as the two people on my team, and quite often still am able to carry a full workload on at least one of my two other teams. Even my boss noted that 30%-40% of the time, on top of everything else I do, I have the #1 call volume for the day.
2) when somebody on another team wants to take a day off, they pretty much just take it. But when I wanted to, I had to check with all three. I need to know who is gone and when so I can better plan my day. It is not right to simply not tell me, then expect me to simply pick up the slack.
3) there are people who take more then a hour's worth of smoke breaks a day. On top of that, it is not uncommon for people to also take over an hour for lunch...When we are alotted 30 minutes only. So when I am off the phone for 5-10 minutes to catch up on one of the million things I have to do, I "hear about it".
4) my first day of officially being hired, somebody wrote a rude comment on my whiteboard. One of two people who wrote something was found out. Now, somebody else went into my cubicle on wednesday and literally broke a piece of my euipment. I asked boss to find out who did it and why. His exact response was, "i don't know if we can...It would be too difficult". I then made the comment, "how many times must I get harrassed for it to be worth the supposed difficulty"? Now, it's not that I am truly scared for my safety, or what they did was overly malicious, but it is the utter lack of respect without professionalism for this to happen, and for it to be passively allowed to happen. Make sense?
These were my suggestions. Let me know what you think:
1) I need control over what ques I am on and when. While I would always be on my main que, I need to have power over when I can be on the other two. Most people only have one to begin with. And they don't handle any emails outside of those calls they take. So to best serve my own customers, and resolve my own issues, I need to be able to say, "i am sorry...But I am being overwhelmed. I will return when I can".
2) I don't know how but this passive allowance of people harassing me has to stop. While only twice in 6-7 months, that is more then anyone should have to endure. Be it calling everyone in one by one or not, it is not right to allow one person to be continually harrassed because finding the offender is just "too difficult".
3) if they even considers keeping me, I need a higher salary. While I make decent money now, the job I do (i have checked) is about a $40,000 - $50,000 a year job...And trust me, I don't make close to that.
all my problems stem from both the workload as well as biased treatment management has towards me. All my problems and suggested solutions are for the benefit of the clients just as they are beneficial for me. I am not asking for anything but the power and opportunity to do my job the best way I see possible. What do you all think?
on tuesday I wrote a letter by email to my teamleader and she forwarded it to my boss. I outlined exactly what is in this post. To give you an ideaof how they don't listen, here's a example. One woman on my main team took th, fr, and half of tomorrow off. So, they took me off one of my other two ques. Then, when sombody on another team took a day off, they simply put me back on all three ques. So let me think here for a moment. When I am one person short, they take me off a que. When I am two people short, they put me back on...Make sense?
Now, I gave my unofficial 2-weeks notice in this email I wrote last tuesday. I meet with boss and teamleader tomorrow. I told my boss I have to be able to trust and believe in what you say on monday. Because if not, I do not see this as a company who values my talents and is willing to recognize them to the point of allowing me to do the job the best way I know how. (also, I have 4.5 days of vacation left...I may just take then the last week I am there...)
I recently was dismissed from a position that sounds very similar to your own. Though I was one of the people on only one queue I was given a load of work from other departments that was above and beyond my normal position. Now, when I say dismissed I mean that my contract expired and was not renewed. When I had problems of this manner my boss was kind enough to listen - it sounds like you have not been so fortunate. Some possible suggestions though (I am not sure of your specific company structure);
1) Speak to human resources or a team leader other than your immediate boss. This is simply a matter of raising concerns of overworking you for your position and should be dealt with in a professional matter.
2) Failing that you can speak to management above your current boss, let them know that you are NOT against your immediate superior (or coworkers) but feel that your issue is not being addressed. It is important that in doing this you do not undermine anyone else's position or authority as you would be creating a "poisoned work environment" which could only produce negative results.
3) If you are a member of a Union (it is unlikely that your call center is part of a union as most corporate workers are not, but just in case) arrange to speak to a union rep.
Another note; any time you are feeling harassed at work and it is not being addressed you have the RIGHT to speak to management. Continue to do your job and act in a reasonable manner. If you feel that you cannot continue at the job due to harassment or overworking than you should make your superior aware of your exact intentions (it sounds as though you may need to escalate this to Human resources or higher management).
In terms of payment increase, sadly, you may not be able to simply negotiate a greater pay. If you can make your work environment acceptable in the short term my suggestion would be to search for a more reasonable position while continuing your current work.
Lastly, don't be afraid of your actions causing dismissal (being fired is the wrong term, it insinuates you've done something wrong), if you are dismissed than you will likely be able to receive some small severance pay to support you temporarily while you seek knew employment. As always, follow the rules, do your job, act in an appropriate manner - and don't be afraid to speak out for yourself.