pmsumner

For those that have never been in this job, yes - it really does get that bad.

Some managers suffer from what I call "Anal Passage Induced Reasoning Deficiency" (APIRD). In layman's terms, the fact that their head's jammed fast up their own arse stops them from seeing reason or thinking straight. The first effect has an obvious cause, the second effect is probably due to a lack of oxygen, as the blood cannot flow so easily when someone is in this position.

These managers will proceed to do the craziest things to meet business requirements. You've already experienced the Reassignment Roundabout, which is a truly bizarre management practice that apparently involves confusing the employees, in the hope that they're merely being lazy. Management evidently feels that if they can confuse you enough that you will forget to be lazy, they can boost productivity.

Be glad you don't get the Callback Cockup - the sure sign of a bad time. That's when, due to overwhelming call volumes, they decide to simply answer the phones, take details, and promise a callback. The manager reasons that you must be failing your SLA's because of busy periods - 9AM, 11AM, 3AM usually - and that if they take details, they meet the SLA. You can then call them back at your leisure.

A fine theory, were it not for the overlooked reality that you don't have the staff to handle the normal call volume, let alone the peaks. That is of course why, at the peaks, the queues go from ten minutes waiting time to half an hour or longer. But the callback stack grows, and you're expected to find time to call them within the day. And manage any callbacks on outstanding calls you have. And take more new calls.

But apparently, saying that you can call them back makes it so. Such is the understanding of space and time for the manager suffering from APIRD.

There have been times in my career when I have truly felt that Dilbert has it easy. You are evidently experiencing the same thing, and I offer you my condolences. :-)