tag:blogger.com,1999:blog-219029502011-12-13T22:54:52.294-05:00Call Center/Service Desk management is a daily surprise. Let's share thoses moments together.lonesome_managerhttp://www.blogger.com/profile/03454766871866452398noreply@blogger.comBlogger51100tag:blogger.com,1999:blog-21902950.post-1139575342351440372006-02-10T07:37:00.000-05:002006-02-10T07:42:22.360-05:00<p class="MsoNormal">Lateness and Lateness again. I have couple of resources being late everyday. I already had tons of discussions with them. Of course they always commit to be on time blablabla .<br /><br />Written warning has already been delivered. So this time I'll use the ultimate weapon: The Coaching Plan. 3 months to improve or you're dismissed.<br /><br />I don't like such managerial decisions but I can't understand these guys. They need to act as adults and not as kids.<br /><br />Did you already faced this in your currentl manager life? I'm open to any input and of course, I'm ready to share my plan.<br /><br />Thanks to all of you!<br /><br />Have a good Week End<br />Lonesome_Manager</p><div class="blogger-post-footer"><img width='1' height='1' src='https://blogger.googleusercontent.com/tracker/21902950-113957534235144037?l=scarcanum.blogspot.com' alt='' /></div>lonesome_managerhttp://www.blogger.com/profile/03454766871866452398noreply@blogger.com1tag:blogger.com,1999:blog-21902950.post-1139300568611310252006-02-07T03:02:00.000-05:002006-02-07T03:22:48.620-05:00One more sick guy today. In addition, one of my team lead called in sick. It is hard to find good, reliable people, even at mid-management level.<br /><br />One day, I'll fire the entire team and start looking for motivated and ready to "fight" people ... I know I'm dreaming.<br /><br />Anyway, life goes on and we will get there.<br /><br /><blockquote>In theory, practice and theory are the same. In practice, they are not. (Anon)<br /></blockquote><div class="blogger-post-footer"><img width='1' height='1' src='https://blogger.googleusercontent.com/tracker/21902950-113930056861131025?l=scarcanum.blogspot.com' alt='' /></div>lonesome_managerhttp://www.blogger.com/profile/03454766871866452398noreply@blogger.com0tag:blogger.com,1999:blog-21902950.post-1139217569601468582006-02-06T04:12:00.000-05:002006-02-06T04:34:16.966-05:00<p class="MsoNormal">Monday is <span style="color: rgb(0, 153, 0); font-weight: bold;">THE </span>day I hate the most. Not only because it is the first day after the week-end but also because I'll have to deal with sick people.<br /><br />Why do people need to be sick on Monday? To recover from the week-end parties? To extend week-end happiness? To get more time free?<br /><br />This is a mystery! Nevertheless, Monday is the busiest day at the Service Center and I'm lacking enough resources to miss the SLAs and piss the rest of the team off.<br /><br />Soon, the week will start on Tuesday. It will solve the Monday problem but I think it will create other problems :-)<br /><br />In the mean time, in Vanuatu, the listen to the growing Coconut palm trees ...<br /><br />Service_Man</p><div class="blogger-post-footer"><img width='1' height='1' src='https://blogger.googleusercontent.com/tracker/21902950-113921756960146858?l=scarcanum.blogspot.com' alt='' /></div>lonesome_managerhttp://www.blogger.com/profile/03454766871866452398noreply@blogger.com3tag:blogger.com,1999:blog-21902950.post-1138955184304805982006-02-03T03:21:00.000-05:002006-02-03T03:27:43.966-05:00<p class="MsoNormal">Why do we need absenteeism? Are we so bored as managers that God feels he needs to challenge us every day?<br /><br />Once again, the same ones are not showing up for their shift. Of course, why should they call their supervisor? We are here to give wages but we do not disserve respect and politeness.<br /><br />One of these days, I'll have to explain these guys that they are dismissed ... and I'll immediately become the bad guy without respect and politeness ... (I've already red this somewhere :-) ).</p><div class="blogger-post-footer"><img width='1' height='1' src='https://blogger.googleusercontent.com/tracker/21902950-113895518430480598?l=scarcanum.blogspot.com' alt='' /></div>lonesome_managerhttp://www.blogger.com/profile/03454766871866452398noreply@blogger.com0tag:blogger.com,1999:blog-21902950.post-1138952745569878582006-02-03T02:41:00.000-05:002006-02-03T02:47:10.460-05:00<p class="MsoNormal">I spent more than 6 years working in the Call Center/Helpdesk environment and I'm now ready to share my hopes, disappointments and all the rest.<br /><br />I'm still working as a Service Center manager and I will try to share with you the daily mysteries associated to people management in helpdesk environment.<br /><br />Kind Regards<br />Service_Man</p><div class="blogger-post-footer"><img width='1' height='1' src='https://blogger.googleusercontent.com/tracker/21902950-113895274556987858?l=scarcanum.blogspot.com' alt='' /></div>lonesome_managerhttp://www.blogger.com/profile/03454766871866452398noreply@blogger.com1