starting over
My birthday week was a good one, it ushered in a time of changes all around me. Specifically on the work front.
On the eve of my birthday, boyf and I decided to have dinner at a Japanese restaurant in Morato that came highly recommended by Jerome (a colleague in the office). We did not regret it. I loved the fresh salmon sashimi, among others.
My actual birthDay, the 22nd, started as any normal day does. Boyf spent the night in our house so he was with me the whole morning. We cleaned my room and scrubbed the floors! Oh okay, he did. So I'm starting over a relationship with my room. Let's hope it'll last this time around :)
That evening at work, we had pizza on the floor. It was actually sweet of the agents to chip in so I didn't really have to shell out a big amount. All the while as I was looking at them enjoying the meal, I couldn't help but be bugged by the fact that in a few weeks time, we won't be together anymore.
The following Wednesday, the announcement was made: OL was shutting down. Everyone grieved; Gerardo's had daily visits from OL agents and supervisors alike. The good thing about it though is the overwhelming support that we received from our bosses: the SDM, GM and even the Country Manager. It was heartwarming to know that they recognized our efforts, that they actually observed us as we struggled and eventually reached our targets. It is comforting to know that they are determined to find the next best fit for us too.
The atmosphere changed overnight. It was difficult to convince ourselves to continue with everything that we've been so used to doing for the past year. But we knew too, that continue we must. The entire week, there was a slew of very touching emails reminding us of OL's history, and in turn, of each one's progress. It has been said so many times in the past 3 weeks: I am proud of the entire team, from the boss, to my colleagues, and of ALL the agents.
The succeeding week, I had to start a new chapter in my so-called career: transition to a CCI team manager. I did not choose the support team I am being transferred to, but I must admit, I recognize the logic behind the decision. I started out as an agent for this account, then a trainer for the very same line of business. It seems the right fit to get me back there as a manager now.
We're on the second week of training now. It's all really just a refresher for me, and I need it. I think that I'm also here to make sure that the agents behave appropriately and take training seriously. They are.
But only four agents from my OL team are here (two of whom weren't even in my July lineup anymore). The rest already decided to go for the other account. And I didn't necessarily try and convince them to sign up for this one. I didn't know at the time that this is where I'll end up. Now, I'm really concerned about who they'll end up with.
No matter how familiar I am about the product, I am still daunted by the challenges that lie ahead. L2 CCI has not achieved the QoS targets since the latest upgrade was released last year. I know we'll face that same challenge and the pressure to excel is huge because of their expectations for OL agents. I have faith in these guy's abilities, they are the best of the best. And I will do everything I can to make sure they have the resources they need to get on top of the game at the soones time possible.
So there, barely 6 months after beginning my stint as an OL TM, I start over yet again. The good thing though is that it's going to be in a very familiar environment.
