rpanons | You sound fat

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Morale's not as big of an issue at my job as I imagine it to be at other places. For one thing we're an inbound call center, and the company I work for is a major corporation that offers competitive pay and excellent benefits. Employees at all levels get a lot of paid leave and they're very accommodating of personal life issues. Also the company is big on career development and promoting from within, and good performance gets amply rewarded. Honestly the employees who have a morale problem are mostly the ones who treat the job like it's just any entry level, dead end position and put in very little effort.

All that said, I started exactly where they are and it absolutely can be very stressful because you are dealing with customers back to back to back, of course you run into nasty and abusive ones, the pressure to perform well is very high, hours can be long and lousy, etc. As a manager I'm also under a ton of pressure from higher ups and I shield my reps from a lot of it. Sometimes it's hard to remember to balance the feedback on what needs to improve with lots of feedback on what they're doing well. I have a reputation as a manager with high expectations and I worry a lot about being hard on my team. I do a lot of food rewards, give out certificates each month recognizing good performance, try to help my reps with career development and things of that nature to keep up morale.

You sound fat

Re: Manager in a call center