On June 5, 2008, I wrote about a supervisor who was pushing me into a corner. I just found out that the supervisor that I like, I often disagree with, but like all the same, will be taking a different job at the company, and the boy who was pushing me into a corner is going to be taking his place.
I had thought all of this was behind me since I started my new job role and wasn't under his "supervision" any longer. Now, I find out that he's going to be the Ops Manager for my entire department. What in the hell am I supposed to do now? More importantly, where in the hell am I going to go?
The boy who is going to take over this position is a total dick. He delegates everything, then takes credit for good ideas and blames others for bad ones. He looks at only numbers. If you take 30 bad calls a night, resolving only 2 or 3 of those, you are a good employee. If you take 15 good calls a night, resolving 12 or 13 of those, you are a bad agent. Volume is everything. The agents who take calls are required to create cases in most cases, and then some of these cases are surveyed, meaning the customer is called and asked a list of 10 bullshit questions that have nothing to with the agent and then the agent is rated on those calls. The agents who do their job, resolve a lot of cases, and create cases when they are supposed to, end up getting punished because they have more cases in their name and, consequently, are more apt to have a surveyed case. Ideally, the customers who get these good agents would recognize that the agent did everything they could to fix their issue and give positive results. However, in many cases, the customers give bad results based on the call-in procedure, misroutes to the wrong department, and the product itself. So, again, the good agents are punished and the boy who's going to be my new Ops Manager is too dense to recognize this, all he sees is black and white print.
I've been with this company for 2 years and 3 months and I have seen unworthy person after unworthy person promoted to better jobs for the wrong reasons. I work with, and answer to, several people who I couldn't even tell you what their job responsibilities actually are as they spend 98% of their time reading posts at Baidu blogs and Sina, watching Youku, and sleeping at their desks. I've been passed over for promotions because I can't read and write Mandarin, but ended up doing the job anyway because the person who was promoted had no idea what they should be doing. This all lead to this post describing how I told my supervisor, the one I like, I was "disgruntled" with all the work I was given and none of the awards that the people who didn't do a damn thing got. He practically begged me to submit at least one action plan for myself, the only one I could think of and the only one I told him was "I would like to take the boy's job." Now, the boy is going to be my new Ops Manager... fucking great.
So, the questions stand; where should I go? What should I do? I passed on a job from a different company a couple months back, maybe I could see if they're still interested, I do have the manager's email. I could always go back to the US and try to weather the economic tempest thats raging through most of the country. Both have their pros and both have their cons. I guess I'll just have to think on it for a while. One thing is for sure, though, I can't work for the boy who's taking over as Ops Manager.
