Friday, March 19, 2010

All Along The Watchtower





10:46 pm

Arrived at the office five minutes before the shift started. Pman still runs the afternoon team and was busy writing his report. Operations nominal. No major escalation has been reported.

A rushed performance. I had to brief the agents about the changes mandated by the clients. One key agent was absent, she was replaced by someone I am nurturing for a special account.

Will floor walk after this beginner's log.


Midnight

The big boss left an hour ago. His departure meant that I am now the highest-ranking officer in the company. The responsibilities are breathtaking. With around 25 agents to account for, I have to make sure everyone delivers. Sent my morning greetings to the Argentinian clients a while ago. They remain, at best, accommodating. I have lots of questions to ask them - about their lives. Buenos Aires and Manila are two worlds apart. I wonder if our cultural heritage makes us more connected than with the Germans or Italians.

Since its already half-way before the month ends, we expect a decrease in workload. But one cannot be complacent of the lull. Trouble lurks around the corner. Just last night, the company e-mail experienced a downtime and it threw me into fits of panic. Thought the agents could not access their files. Fortunately, it was restored before the next team took over. I cannot afford such scenario from happening again.

People will be taking their breaks anytime soon. Some will be having their lunch, while others, their smoking break. But I'm quite happy sipping a mug of Green Tea in my little corner. Hopefully, its healing properties would keep my negative thoughts at bay.

2:05 am

I find it highly disappointing when some agents leave their stations to take their smoking break without my permission. It's like bypassing my authority. I've been warned by their Team Leaders but what can I do, I'm just a reliever. I can't throw my weight around and boss everyone. A compromise would be a good idea and that's what I'm doing. No one leaves the premises without my knowledge. You see, there's a convenience store nearby and a grumbling stomach might tempt someone to take a stroll. However, one must walk across empty streets just to get there and that I cannot risk my agents to do. Therefore, anyone who wishes to buy something must find a partner. It's for their own protection.

My head is getting heavy and my stomach is grumbling too. Since I didn't withdraw any money before going to work, I have to do with Marlboro Blacks and Green Tea until my shift ends.

4:20 am

The first salvos came before 4 o'clock. The agents sprung into action and workload was delivered after 30 minutes. Clients were satisfied with our response time. We have entered a brief lull again but job detail will now come in batches.

There's a persistent ghost story being circulated on the floor. To give you a background, the company leases its space in an old building which looks more of an abandoned warehouse than a modern office block. Last week, a pale-faced and shaking delivery boy showed up at the reception area. Asked about what happened, the Jollibee man told the curious agents that a faceless boy suddenly appeared behind him inside the elevator. The infamous apparition of this young boy is already well-known and his renewed haunting only discourage the agents from leaving the floor alone.


5:03 am

Gusto kong maiyak.

"Mami: haler... can't talk now... busy finishing some exercise materials for the training... but wanted to drop you a line to let you know we are very glad to have you around for the GY shift, managing very capably :)
byeeeee :)"


5:45 am


In fifteen minutes, a night will come to a close. One more run and this week-long duty will be over. Famished and exhausted, I use the last of my strength preparing my team for the morning shift transition. There is no time for introspection. If there is anything I've learned during this night's performance, it is to be one with your team. A leader must look after his agents' needs, and they in return, will acknowledge your supremacy.



I will collect my final thoughts when I get some sleep. It's time to go home.




3 comments:

Manech said...

"There's a persistent ghost story being circulated on the floor. To give you a background, the company leases its space in an old building which looks more of an abandoned warehouse than a modern office block."

This sounded familiar. Haha. Those ghost stories.

You should give yourself a pat on the back Galen. :)

JR said...

naniniwala ako na leader ka nga, wala ka ginagawa e..nakapag blog ka pa lol

Nimrod said...

"I find it highly disappointing when some agents leave their stations to take their smoking break without my permission."

Me too. Umf! So what I did during my real time analyst days, tag them as unpaid time. :)