Forums
Supervisor Request for Demotion
General Forum
Supervisor Request for Demotion
Discuss workforce management, performance management, retention, communication, motivation, contributing to business results and other topics.
I am a manager of a 24-hr call center. One of our Shift Supervisors has started to ask that we allow her to voluntarily demote herself to a Customer Rep position (the type of staff she currently super
0
Cat:Topic ForumsForum:ForumId53
Cat:Topic ForumsForum:ForumId53Discussion:DiscussionId36846
Forums » Topic Forums » General Forum » Supervisor Request for Demotion
|
Supervisor Request for Demotion
posted at 12/17/2010 11:26 PM EST
|
Posts: 2
First: 12/17/2010 Last: 12/18/2010 |
I am a manager of a 24-hr call center. One of our Shift Supervisors has started to ask that we allow her to voluntarily demote herself to a Customer Rep position (the type of staff she currently supervises). Her reason for the request is that her 2p-10p shift is having a negative impact on her marriage/family.
After speaking to our HR Dept to determine if there was any company policy covering this, I've told the employee that her request does not suit the needs of the business at this time but that I would certainly consider it if her request could provide her what she wants but suit the needs of the business. I've told her that, at this time, I do not see this being possible in the foreseeable future. No matter what I've said, the supervisor feels that I'm trying to force her out by not "working with her", that she feels her 12-years with the company should be taken into account. I've explained that I cannot commit to accommodating her request. She insists that's not what she wants but says she needs to plan her life accordingly. If that's not looking for a commitment, I don't know what is! We've already had two very contentious discussions on this issue and I'm at a loss as to how to handle when/if it comes up again. Has anyone ever dealt with a similar situation? All feedback/advice would be much appreciated. |
|
|
Supervisor Request for Demotion
posted at 12/18/2010 8:10 AM EST
|
|
Posts: 562
First: 11/12/2009 Last: 9/14/2011 |
You have no one else whom you could promote to replace this person?
Given a choice between work or marriage/family, I would think you run a real risk of losing this person altogether by denying this request. I would suggest that you consider asking this person to continue in the supervisory role for a few weeks until you can source a replacement. |
|
|
Supervisor Request for Demotion
posted at 12/18/2010 9:16 AM EST
|
|
Posts: 2
First: 12/17/2010 Last: 12/18/2010 |
Not at this time, no. We have a few people who have the potential down the road (4-6 months) but not right now.
I will admit that I would also be concerned about the effectiveness of someone going from supervising a group to being a peer member of the group. Some other background information on this person that might be helpful in providing advice.... She previously worked in the same Supervisory role and then accepted another position (same level) which allowed her to work remotely for almost 4 years. That position was eliminated and she was offered the position she how has or the option to take a severance package. She accepted the position with the current schedule. |
|
|
Supervisor Request for Demotion
posted at 12/20/2010 3:38 AM EST
|
|
Posts: 210
First: 1/4/2003 Last: 7/11/2011 |
So she's qualified to be a supervisor of CSRs, but you don't think she would be able to be a CSR herself?
Erm, that makes sense. Seems to me that her reason for stepping down, is a reasonable one. If a CSR position is available, why not offer it to her? Are these positions so highly coveted and have such low turnover that's not a possibility? That's hard to believe. If the only supervisory position available is that shift, and she is unable to work that shift, then the question is, is this an employee worth keeping? I would imagine that her 12 years of service must mean something. If not, if she really is an employee you don't want --- then it's not because of her scheduling issues, it's about something else. You have a choice -- find her a different position (and it sounds like she is being reasonable in her expectations she will lose pay and esteem in a lower level job) or lose the employee. What am I missing? It really doesn't seem like you are being reasonable. |
|
|
Supervisor Request for Demotion
posted at 12/20/2010 4:32 AM EST
|
|
Posts: 544
First: 9/27/2004 Last: 9/13/2011 |
I've had some experience with this on both sides of the management fence, as an observer and as a decision maker. The only time there was a problem was when the person promoted was the "problem child" of the department and the staff perceived the supervisor's stepping down as a demotion.
This wasn't the case, she had some disruptions in her life than lead to health issues, but the reason for the change in status was poorly communicated and the choice of her replacement was a disaster - with or without her on board. But 9 out of 10 times, people accept the change and former managers can become very stable and supportive co-workers. This is going to become more common as older workers opt to stay in the workforce, many of them will request positions with less time demands and fewer responsibilities. I wonder if that could be considered "reasonable accommodations"? |
|
|
Supervisor Request for Demotion
posted at 12/20/2010 7:04 AM EST
|
|
Posts: 1103
First: 3/16/2007 Last: 8/19/2011 |
This is one of those "mixed emotions" issues that we simply do not have enough information on to offer a "would we or wouldn't we" response. However, I do not believe that is what you asked.
Obviously her emotions are high over this issue. You, as seemingly the one with the power to decide, can be calm and collected when discussing. It appears that you have decided not to allow this. Based upon what you share I see no problems with your decision. I do not see any evidence of unlawful discrimination. The problem seems to be with the employee accepting the decision. I believe that you have reached the point where no further discussion would add any value. Yet there has to be at least one more conversation. If you are her supervisor then simply meet with her and another Supervisor as a witness. Explain once and for all that the voluntary demotion is not going to happen and will not be discussed any further. You value her service to the organization but you must give priority to the organizations needs. Conseq uently she has two options; she can accept the request being denied or she cannot accept it. If she chooses to accept it she can go back to work. If she chooses not to accept it you will treat that as a resignation. Doing any more at this point is non productive and frankly disruptive. You can only do so much. |
|
|
Supervisor Request for Demotion
posted at 12/20/2010 7:33 AM EST
|
|
Posts: 544
First: 9/27/2004 Last: 9/13/2011 |
It sounds like the OP may be willing to accomodate this request in the future, it may help to explain what actions they are willing to take or what conditions need to be in place (i.e. decrease in work-load, until a suitable replacement is found...) - some way to demonstrate that they are working with her. Any reasonable adult should understand the need for a smooth transition.
The other part of this story is that they are in a vulnerable spot if they can't replace a manager. The reality of managing a workforce is that anything can happen to anyone at anytime. But there is a responsibility to keep the system moving in spite of how inconvenient it is. |
|
|
Supervisor Request for Demotion
posted at 12/20/2010 8:35 AM EST
|
|
Posts: 2146
First: 2/15/2006 Last: 9/14/2011 |
"The other part of this story is that they are in a vulnerable spot if they can't replace a manager. The reality of managing a workforce is that anything can happen to anyone at anytime. "
I have to agree....if they DON'T move her, she could just as easily quit/find something else that DOES work with her marriage/family life and then the company is in the same exact position of not having a manager. I am not seeing where not moving her is really going to solve that vulnerability. While the company will still have a warm body, that person will be unhappy and I dare say unproductive too? But I also agree with HRPro, because I don't think you can have the tail wagging the dog, I think that it is time to make the decision one way or the other in front of witnesses in writing, etc. At least that way it is "solved". But if this is a good employee, I would do my best to work out a win-win solution. That to me would be a specific time frame for her to train a replacement -- whether that person is an internal promotion or an external hire. And even possibly subbing as a supervisor as needed to cover vacation/timeoff of other supervisors. I just don't see any value in requiring the employee to stay in a job they do not want to be in -- especially if there is a position below that would be available. |
|
|
Supervisor Request for Demotion
posted at 12/21/2010 5:18 AM EST
|
|
Posts: 544
First: 9/27/2004 Last: 9/13/2011 |
You are absolutely right about the "tail wagging the dog", this is what happens when leaders are too distracted to facilitate production and provide neccessary direction.
What appears to be chaos is the system adjusting to change. It means it's time to pay attention. An excellent point about the quality of work and morale from a manager who is forced to stay. I know this kind of change can be a hardship, but at least the manager is responsible enough to admit there is a problem and recommend a solution. |
Forums » Topic Forums » General Forum » Supervisor Request for Demotion
