Monday, December 04, 2006

Burn Rate

Typically, for me to have more than 80 calls in a day, it requires mail servers to go down or some other Bank-wide catastrophe. Then, for an hour or so, it's call after call of "Yes, we know the server is down. Yes, they're working on it. No, we don't know when it'll be back up. Have a nice day." Those short calls allow you to pack in the numbers.

But today, I had 50 calls by lunch and 80 for the day on typical calls. No servers down. No widespread outages. Just call after call. The Help Desk seems to continue to hire and bring on new people (the Operations Manager walked by just today with another interviewee), but when I look out on the floor there are the same number of empty desks as there have been for a year. They seem to be fighting an uphill battle as The Bank does more consolidation and requires the Help Desk to support more services groups and yet we can't seem to increase our staffing levels to accommodate the increasing call volume.

Why? Because they pay shit, have no opportunities for advancement or even raises and have no training for the job you're about to be thrown into. It's no wonder I'm left working my ass off. I took 80 calls for the day. Another analyst took 65, two others took 60 calls and the rest spread out from there in the 50s and 40s. I wish I could be truly apathetic and lazy. Instead, I care about the job I'm doing and actually put an effort into it. That nominal effort is able to outperform more and more analysts until it seems as if I'm carrying the whole Help Desk.


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