Night shifts in our contact center are supposed to be fun. Really fun. (You don’t believe me, do you? click here).
When I was hired last year, we only served five countries (Malaysia, Philippines, Thailand, Vietnam, Indonesia). In a span of almost a year, six additional accounts were added (Singapore, China, Taiwan, Hong Kong, Australia, New Zealand). I was transferred from the Philippine to the Singapore Market. I have been doing sales, customer service, inquiries and assistance at the same time. One of the most important qualities that a call center agent should possess is the ability to do multi-tasking.
So as the contact center grows, the agents come and go as well. The fun night shifts we’ve had before will soon be over. Our IT’s already blocked Facebook and the other porn sites. I could not even watch some Tagalog Shows anymore thru the different Pinoy Channels (anybody knows a good proxy site?puhleasseee). And worse, from the usual four hour sleep before, I could only sleep around three hours or less.
Sometimes, due to the lack of manpower (which is inevitable), we do not have Manager on Duty (MOD) during the night shift. And because of that, a few weeks ago, a very simple task was assigned to me: To be in charge of the center. C’mon I’m just a plain and cute call center agent. I do not know anything about this. Luckily, nothing extraordinary came up that day.
If I could just say ‘no,’ during that time I will. Nobody wants additional responsibilities. But I was up for the challenge. I did not want to regret my decision of not even trying to test the waters.
Life is really a one-way street. No matter how many doors we take, none of them lead back. So even if it seems difficult at first, we should enjoy every moment because none of them will happen the same way again.