10 posts tagged “work”

Last week was supposed to be the first normal week I was to get at work after transitioning to the new team. Wow, that was a full month of being in training. But I find that, even if I already knew how to do the job, and what was expected of me, it still felt different. It is different.

With the old team, I always had Sunday nights to myself. I was the lone TM in those nights, and there were no SMEs at the start either. I found that I could handle things,  I especially didn't have to worry about not passing SL. No, I did, but it wasn't so hard to manage it.

This time around, I have Saturday nights. Boy, do I dread it. It was exciting, I was on my toes the entire shift. And I had to take two sup calls at that! But I can't seriously say that I'm looking forward to it again. I'm not.

I will have to face it though, unless Edsel agrees to swap rest days with me. I won't ask for it though, not this soon. I'll let him have his preferred off for a couple more months :) I'm sure agent schedules will be improved enough to make sure it isn't always that hectic on weekends. Maybe I'll have something to do with that too. Or not.

Anyhoo... not even halfway through the shift, I started feeling woozy. I thought it was just lack of sleep, or maybe I was hungry. But when I got home and had some sleep, the feeling did not improve. By Sunday afternoon, it was still very heavy. I had mom take my BP and it was quite high. I slept a little more when boyfriend came. He took my BP too and it was in the normal range, but still quite high for me. I slept through the entire evening, but I was still woozy by Monday morning. Boyf did his best to take care of me, and I mostly slept through the morning too. It totally spoiled our plans of going out. So much for a social life on a weekend.

I think I'm feeling better now, but that's probably because I spent the whole day on boyf's new laptop, browsing through stuff while the owner was at my desktop PC playing his game.

I have to be real well by tomorrow morning though, since work resumes tomorrow night. If the wooziness is still there, then I definitely will have to see a doctor earlier than I planned.

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.

I had the most fun day i've had at work for yesterday's shift: our account's birthday party celebration!

I can't say I've felt this much ownership for an account before. No, not in my old account. Not from the agents, at least. I hosted the short and simple program that was held at the Rec Room/Lounge, and I must say, participation was really overwhelming.

We asked all the Core Groups to prepare a presentation and everyone did prepare something to show their artistic talents. We learned something new too. For example, that Aaron is not so serious after all, and that Cris should have hosted the program instead. And who knew that Aileen, and Ato could really sing? :)

It was such a fun morning. Filling too. :)

Looking back at the year that was, I am really happy at the things we've achieved. I was there from the beginning, though initially just in the background. I felt pressured too when we received our QoS results week after week and the progress was slow. I remember when we were already happy at the 41% we got in October or November. I remember the perseverance of the agents, their thirst to know more so they could do more. i remember too the ones who were impatient, they who were demoralized.

Though at some point I wanted out, it wasn't because I was giving up. It wasn't because the only way I could find was leaving. I was just too overwhelmed with things. And I'm glad that I didn't leave. Even if... No, now's not the time for the even if's.

I will remember their faces for a long time. I will remember each one. This is the team that achieved the impossible. No one will ever be able to top that. And no one can take that away. You guys rock!

No, not this time.

We've managed something we've never done before: stay above 60% for two straight weeks. We are indeed at the top of our game; in full fighting form.

Sadly, the spirit is waning. I may not have it for long.

We found out that OL is pulling out. It's a business decision. And they offer us no reason. They've decided to transfer to a team in North America. OK.

I feel betrayed. Not after a year of doing this. It couldn't be. We've poured a lot of hearts into this, we've done so much. They have processes, Job Aids, a spanking new hire curriculum, because of us. We went through all that because we thought we'd be reaping the benefits in the end. Boy were we mistaken.

I am so disappointed. And I am worried about what happens next to my team. I know that the company will look after our interests, will take care of us. I just know they won't be happy for a long time, wherever it is we go to.

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Two of my beloved agents are celebrating their birthdays this week. Happy Birthday Boys!!!

VJay - July 1

He has been very reliable, specially in running the activities for our RockStars Project. He has willingly shared his expertise, brought about by experience, to his teammates and fellow RockStars. Although he is not one to volunteer, he is ready to step up and deliver on any task assigned to him. He accepts his weaknesses and has that drive to improve. Humility is his mark. In fact, when told that he was being considered to become a floorwalker, he was apprehensive; not because he shirks at the responsibility that comes along with it, but simply because he knows that he has yet to master everything about the support.

We celebrate the day you were born, VJay; we celebrate your life :)

Maks - July 3

His teammates have always looked to Maks for his proficiency in the product. To a certain extent, he is a leader too. He has brought his team together countless times, for meetings at Janeiro's and Gerardo's. :) He's the party planner in the group, which shows just how much he values fun and good times with friends and co-workers. He has a lot of leadership potential in him, and he has what it takes to excel in this industry. Everyone is hoping that his current show of initiative will not wane; I personally hope that he has found the momentum we've been waiting for to show his true colors and wow everyone around him. Things are looking up for this dude, and his team will be behind his ever endeavour.

We celebrate your birthday; we celebrate you, Maks :)

So syempre dapat magpa-pizza kayo sa Friday? Right, team? :)

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It's been so long since I've done a Thursday Thirteen, I had to go back and review my previous TT's. Well, not that there was that many. :) Few as they were, here are My previous Thirteens.

So what should this Thirteen be about? Let's see...

Reasons to Stay

At the start of this year, I received an attractive offer from a new company. We're not exactly rival companies because we handle different accounts, but it's in the same industry. I get to stay in a trainer position but there's potential for more responsbility and higher compensation in the very near future. I was looking at the possibility of being a training manager in a matter of months. I accepted the offer although no contracts were signed yet. I filed a resignation from my current company. I made it clear that there was nothing to make me stay. There were times when I grew unhappy and frustrated, and the stress it caused me was just not worth it. So they hired my replacement, and I served 30 days.

On my supposed last day on the job, they came to me with a new opportunity: to transfer to Operations and become a Team Manager. It's not exactly a promotion, more of a lateral transfer, but it's recognition for me. And I must admit, it could be the break I needed. I took the offer. So my last day as trainer was not my last day in NCO. They granted my request for a full week's leave and I'm enjoying it now. I go back next week, and may I continue to kick ass :)

1 I am now used to working in the same company as boyfriend does. And I enjoy having lunch together anytime we can.

2 I will not have to say goodbye to the friends I've made in NCO: Vanette, Edsel and Ingrid, to name a few. I know, I don't have to say goodbye even if I did leave. But I don't really think we'd be able to make quality time for each other if I already worked in the new company. We barely see each other as it is!

3 .I'll still be there and watch the account grow, as I know it will. This time, I'll be an even more active participant than I already was.

4 .New team, new boss. I've worked with them already and I know I can fit in without so many issues. I'm comfortable around them. I have their trust and confidence. They have my trust and confidence too. I'll be starting fresh, without really having to be an outsider whose trying to learn the ropes one by one.

5 .I don't have to be in limbo, I get to stay as a regular employee, with all the benefits, even while I adjust to the new role. And boy, our second anniversary of employment is up in May. I am definitely looking forward to the loyalty bonus. Chaching!

6 .I get to still be entitled to the Refer-a Pal payout because I referred boyfriend, and his regularization is due this month. Chaching!

7 .The clients appreciate me and the work that I do.

8 .Management appreciates me and sees value in keeping me.

9 .I now have a better opportunity of actually mentoring the agents that I've trained in the past. This time, it can really be a mentorship instead of a teacher-student arrangement. I hope I do well.

10 .I won't have to introduce myself to a new team, or to hide behind masks. I will only need to learn to work with them in a different capacity. But essentially, we already know each other.

11 .I will not have to memorize names and positions.

12 .There is no new curriculum or product to learn.

13 .Mom gets to keep her Medicard. :)

Another reason to leave.

There's a new policy in the workplace: non fraternization. It apparently took effect on January 1st. And it's retroactive to everyone.

No manager or supervisor can be in an intimate, romantic or sexual relationship with another manager or supervisor of the same account, or an employee directly under his supervision, or on the same account as well. To put it bluntly, boyf and I to be both in TS: no good.

We'd be counselled, then suspended for ten days so a decision could be reached on who transfers to another account. Of course, depending on whether there's an availability/opening. OR decide who goes. Is splitting up an option? Duh? What about those who are already married? And those who were already together and started out both as agents in the company? Either one was bound to be promoted. Now that one is, say, a manager, should they terminate their relationship? Should it suddenly become an issue: career over lovelife? Ugh.

This sucks. One, because no one is hiding whatever relationship they have, because it was not prohibited in the past. If not even encouraged.When boyf applied, we were open about the relationship. Everyone knew about it. And since i don't really handle his line of business, it was never really an issue. I guess, til now.

No, we haven't been singled out yet. No one has really called us in for a case con or whatever, but it bothers me. and it bothers a lot of other employees too.

I'm about to leave anyway. I'm just not sure if it will still have an effect on boyf since i'd still be around for a coupla weeks. I really hope not. He can't afford a 10 day suspension without pay. I'm not sure i could, either.

ON another topic, what is this puppy saying?

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Take me Home!!!!

My eyes are drooping. My head feels like it's afloat.

I feel that it's too bright and sunny outside.

And I can't think straight.

I truly am sleepy.

And yet, I must stay here - at work.

I've another batch of agents to teach.

I've been here since before 2AM, and it's now 1PM. I have at least 2.5 hours more.

Good news is, Dad's coming home from an overseas business trip this afternoon. And I'll be going with them to pick him up then head shopping. And I don't need to come back to work until Saturday morning.

Bad news is, I have to be here on a Saturday.

Bleh.

But really, I am not complaining.

work was surprisingly light today. seriously.

it's been toxic the past two months or so. there's just too much work to do. somehow, this morning wasn't so bad. and to think that i had a class. maybe it's because it's day one or more so because it's a monday.

whatever the reason is, i love the fact that it is an easy day. i can only hope the rest week is as easy. or even easier.

the food in the pantry was great too. it's been awhile since i really enjoyed pantry food. and i did enjoy it this afternoon. i'm sure it wasn't because boyf and i ate together too. :)

i've quite a very small class. there were supposed to be 12 students but they could only give me 5 today, plus the 1 team manager that was just promoted from an agent position. so 6 all in all. i really hope they could add 7 more by tomorrow. anything later than tomorrow would be really tough. i'd rather teach a separate class than adjust to 7 more being added on the 4th or 5th day!

oh well. the big decision has been made... in my mind. i have yet to verbalize it to the people that matter.

Should I stay put, or move on?

I like my job, but I loved it a couple of months ago. I believed management played fair, until very recently. I have not been screwed over, but I'm starting to feel a little exploited. Just a little.

But there's no saying it wouldn't be the same anywhere else. I mean, wherever you go, bottom line will always be: it's a business. And making money, and milking every cent out of the employees, is not uncommon. But there is evidence that this company values it's employees. The mother company has been in business for decades. And both are owned and run by an all-Filipino team.

The preparations to launch the new company are underway, and it all seems very exciting to me. I see it as an opportunity to become part of the pioneering team that would drive the company to success.

The post being offered to me is still a training post. And it's more in line with what I planned my career path would be when I switched fields last year: soft-skills training. I honestly never thought I had what it takes to become a tech trainer, and yet I am one. I am still not very comfortable here though. I sometimes even think I'm just hacking my way through. I mean, I seriously have some problems with the more techie concepts. And I sometimes dread questions from students because I'm afraid that I won't be able to answer them sufficiently.

I am always stressed when there's a class. Mostly because although I am confident in my skills, and in my abilities, I fear that what I know may not be enough. On the other hand, soft skills training can be really fun. Our old boss used to say that his only comment with my teaching style is that I tend to lecture a lot. But as creative as I know I can be, tech training content really does not give you a lot of options.

I mean, I would love to have workshops and group dynamics, but seriously, it just wouldn't fit.

And the perks, who can resist the additional perks that the other company is offering? To get the allowances they provide, you need to be an OM here. I have no intentions of becoming an OM. 

Plus, career growth is just more feasible there, than here. Why? Because here, the path is usually this: agent > QC > TM > OM, or agent > QC > Trainer. So yes, this is pretty much looking like it's the end of the line for me here.

The other question is, will they let me go? I really think so. Although I may prove to be valuable, what with all the LOB's I can train: MSNTS L2 CCI, Windows Live and Office Live. But I just don't think management will give a damn if I leave.

There were talks of mass exodus in the team, but as of today, it looks like it's just me and the would-be boss.

The big question is, will i stay or go?