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Separate Days off or possible termination
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Separate Days off or possible termination
Discuss workforce management, performance management, retention, communication, motivation, contributing to business results and other topics.
two of our managers recently quit leaving a staff of 4 managers in charge of a 365 days/24 hour call center with 465 agents and 38 supervisors.
The GM told those 4 managers they need to pick between
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Forums » Topic Forums » General Forum » Separate Days off or possible termination
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Separate Days off or possible termination
posted at 12/9/2010 9:25 AM EST
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Posts: 5
First: 5/3/2009 Last: 12/9/2010 |
two of our managers recently quit leaving a staff of 4 managers in charge of a 365 days/24 hour call center with 465 agents and 38 supervisors.
The GM told those 4 managers they need to pick between having separate days off (like thursday/sunday) or bringing a 5th manager on board with the predicament that one of the would be fired in April when things slow down. The managers came to me feeling they are being punished and targeted and are in a no win situation. How do i handle it? Do they have a case? |
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Separate Days off or possible termination
posted at 12/9/2010 10:22 AM EST
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Posts: 544
First: 9/27/2004 Last: 9/13/2011 |
I think I'm getting a sense of why two managers quit leaving you short...
If it were me, I would have a conversation with the GM to explore other options. Could they have rolling days off? Could you offer some "temporary promotions" to a few of the front line managers to help 1) prepare them for a future role and strenghten your bench and 2) to help pick up the slack during the busy season and to fill in during a crisis? When you need to cut a workforce, it's better to build the top and lop off the bottom than to trim the top and create the leadership void you are now experiencing. Seasonal businnesses like retail and the post office use this strategy all the time, it builds talent while retaining talent. |
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Separate Days off or possible termination
posted at 12/9/2010 11:43 AM EST
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Posts: 5
First: 5/3/2009 Last: 12/9/2010 |
Unfortunately we have are lacking supervisors to be able to temporarily promote them as it would leave their own teams without leadership....In regards to the managers could they file a complaint of some sort? I am trying to be proactive.... |
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Separate Days off or possible termination
posted at 12/9/2010 11:52 AM EST
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Posts: 544
First: 9/27/2004 Last: 9/13/2011 |
It dopesn't sound like that have a particular complaint to file a case, nothing has happened.
But the more stressful a work environment is and the more people feel like they are being punished for something that isn't their fault, the more people will want to retaliate and this unfortunately can lead them to look for reasons to file suits. That doesn't mean they will win but it doesn't mean that they won't find someone who would be willing to take this on. |
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Separate Days off or possible termination
posted at 12/14/2010 4:40 AM EST
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Posts: 1
First: 12/14/2010 Last: 12/14/2010 |
Regarding your question on the 4 managers in the call center, I'm not sure why or to whom a complaint will be filed?
I think the 4 managers have been given an opportunity here to brainstorm and come up with a solution to their scheduling dilemma or... suggest hiring a "temp" manager from the existing staff to fill in until the busy time is over. Unsure of the overall company culture, but it sounds like your business is just trying to survive a down economy and make-do with less people. |
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Separate Days off or possible termination
posted at 12/14/2010 5:02 AM EST
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Posts: 1
First: 12/14/2010 Last: 12/14/2010 |
Hi,
This is the time when you would be facing lot of unrest in the department.Hence i feel that below POA will certainly help you: 1) Replan the KRAs for the 4 managers till the time no new hiring happens. 2) Roll out IJP among supervisor and choose future managers among them. 3) Roll out IJP among callers and choose future supervisors among them. you will definetely get good resource internally. plus it will help you to show a career growth plan for the existing employee. 4) Launch incentive plan basis productivity andlead generation. |
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Separate Days off or possible termination
posted at 12/14/2010 6:59 AM EST
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Posts: 544
First: 9/27/2004 Last: 9/13/2011 |
Holey Acronym Search Batman! - some of us still use actual words to communicate. Are you saying that a good plan of action is to determine the key result areas and to work on an internal job posting to build talent?
I sure hope so otherwise the only one "POA" that applies to me is Psychology of Old Age... |
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Separate Days off or possible termination
posted at 12/15/2010 12:04 AM EST
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Posts: 1
First: 12/15/2010 Last: 12/15/2010 |
No doubt cutting a third of the workforce can be a challenge. As well, I must admit that the presentation to the managers could have been handled in a significantly different manner.
Having said this, managers can look at this as the cup half empty or half full. Proving oneself in times of pressure ultimately reaps reward. And working harder is still advantageous over not having a job at all. I would approach this by isolating the actual areas in which the managers feel they cannot cope. Some work may be passed on to an administrative staff if this exists. Some work can be passed on to the supervisors. (you can even ask for volunteers among the supervisors and see who likes the challenge of more responsibility). Given the plethora of night-time shifts that may have been added (if Managers do night shifts) perhaps the managers could be on night call from home during those hours. Again, once you isolate the specific areas of difficulty, it will be easier to come up with solutions. And if there is a reason for complaint it is that there was no reasonable, rational explanation for the no-hire policy, or the new dictates. Itâs up to Human Resources to teach Management how to present change. |
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