The typical plan for bank holidays is, because the branches are closed, we are at half staff or less. Half of the staff works this holiday and then will have off the next minor bank holiday (Veteran's Day). Major bank holidays, like Thanksgiving, find everyone off except the handful of volunteers willing to get a little bit of extra time in addition to holiday pay. I may be one of them because I won't be able to get the Friday after Thanksgiving off and, since I won't be able to visit with family in Maryland because of that, I might as well get some extra pay by working that Thursday.
But, back to Columbus Day.
Even though we are at half staff and the branches are closed, the markets are still open. Which means brokers and financial service consultants. But the Help Desk that supports them are due to get the axe. They are working a bare minimum levels and most of their duties have been transferred to us. Which means a high volume of calls and almost noone at the Help Desk to take them.
The Powers That Be did not take that into account when staffing the Help Desk.
Wait times were 30 minutes long at times. I took 150 calls, one right after the other. All day.
The result is on Veteran's Day, a day I might have expected to have off, we'll have to be nearer to full staff. Well, I need the money.
Monday, October 10, 2005