Some People....

   As I mentioned in my previous post the client I support has expanded to another center. There is no one at the new center to really run things, so I have to try to do it from 600 miles away. This site has had the same old clients in the building for two years. So as you can imagine, they're pretty set in their ways there. Unfortunately most of their ways are wrong.
    The company I work for, just like many other companies, have set standards and policies. The site I work in follow most, if not all, of these policies and believe in the value of our standards. However, this other site changes the rules that matter and follow the ones that don't make the business run better.
   The Site Manager running this site is not suited for this position. She has no back bone, can't say no to anyone or anything, and runs the site based on feelings. She pissed off my client just this week because she told him that she couldn't hire for his account as quickly as before because she has a new account coming in. Um, rule number one of being a Site Manager, don't let your client feel like he is less important than another client.
   Today, I find out that this site has been coaching their reps on whatever goals they want apparently. So when I find this out from the TMs, I have a call with the Site Manager. She actually tried to justify to me why they lowered the goals.
   She tells me that they coach to a lower goal for the temp agents since they don't get incentive for meeting the goals like our normal employees do....what? What sense does that make? Why would you lower our standards for the temp agents? It doesn't really seem fair to the regular employees to hold them to a higher standard.
   Now the TMs there are all up in a hizzy, because I'm making them change their goals. Apparently most of them don't understand the reason for this metric we use called Adherence, which is the percentage the reps follow their schedule. Well we need to know when our reps will be on the phone, taking phone calls, so we have this awesome thing called a schedule. Silly me for expecting our reps to follow that schedule 94.5% of the time. Why would we even have TMs who can't understand the importance of that?
   I'm honestly not sure I can work at that site if she is going to be my manager. I need someone who understands the needs of the business. Not someone who ignore the important rules and enforce the ones that don't matter. Like the business casual for example. Our employees talk to customers over the phone all day. Why does it matter if they look professional while they do it? I could careless what my reps wear as long as they do a good job.
   Any way, on a completely different note. Please pray for the friends and families affected by the terrible tragedy in Connecticut.