Situation:
A home-based agent is facing troubles at home. He could not go to work, (since he has to look after a family member confined in a hospital) nor even use his desktop computer. (because it is broken and in need of repairs) With him not around, I am left with two agents handling the work. It would have been easy if I am directing the instructions on the floor but I was on vacation.
The boss was out of town and my immediate superior was sick.
I made a list beforehand of agents from the other shifts who could take turns filling in for my third agent. Trouble started when one of them, the first one to fill the post sent a text message saying that he couldn't log-in at home. He wasn't able to buy the prepaid card needed for his Internet and could not leave the house because of the kids.
Resolution:
"WTF!" I could have said in a text message. "You said yes when I asked for volunteers last Sunday night, and I even reminded you yesterday to be prepared. You gave your assurance that you will be there and now this?!?" I wish I have the candor of the Patroness but instead of turning ballistic, I merely replied like this,
"Akala ko ba ayos na ang lahat? Anong plano natin niyan?"
Then and there I realized that no matter how I appear incompetent to some people, there will always be someone more disappointing than me. I hid my frustrations despite the agent offering alternatives and when it was certain that I could not rely on his assistance, I called the office - from Starbucks - to ask someone to fill in.
The problem was resolved, temporarily.
At past 4 in the afternoon, the agent who came to our rescue had to go home. Since I was in contact with the office all the time, I also knew that an extra hand won't be needed. There were no queues to attend and I still have to make sure those left behind reach their quota.
So off I went to UP Diliman with my partner to watch Zombadings. It was our third activity for the day after meeting a new friend in Makati for lunch, and then swinging at Landmark to shop for my partner's needs abroad. Despite the busy schedule, I made a mental note to ask the agents to give an update about their output before the film starts at 5 pm. It is the only way I could make sound projections as to how to divide the work among themselves.
The reports came in while me and Baabaa were slowly inching towards the cinema door. Output for the day was indeed low. There's a chance the team won't make their extra earnings.
Assured that I won't be needing extra help until the end of the shift, I sent a text message to other volunteers not to log-on to their computers. I even told the last one not to come to work two hours ahead of her shift so as not to spoil her evening. But just when the operations appeared to be running smoothly, a text message came from one of the agents.
She works at home.
"Mugen, I think you would need to send an SOS to others," the text message said. "I'm having trouble with my Internet connection."
Of all the things I never took into the equation, it is someone's Internet going kaput. The movie had just began and instead of laughing with everyone, I was resolving a crisis happening elsewhere. Fortunately, the officer-in-charge for the graveyard shift was available. I told him the problem and he promised to stay until I can find a replacement.
Meanwhile, the agent at the floor sent a text message. It's time for his break and he would have to buy food outside.
It is as if the world came crashing with only a single agent - not from my shift - looking after all the accounts. Had the boss and my superior found what's happening, I would be in deep shit. During the time there was no one on the floor, my thoughts were divided. Should I ask another agent from the other shifts to look after the accounts or let the OIC from the GY Shift do all the work?
I decided not to complicate matters further.
Ending credits rolled after two hours. Not only was I not able to enjoy the movie, my thoughts drifted back and forth between work and the boyfriend. Expecting more unforeseen troubles ahead, I decided to go to the office after the movie. So much for the date, I could have at least dropped home my partner. But instead, duty called and I had to be there to answer.
When I barged into the door, I was pleasantly surprised to find the last agent who volunteered sitting in her cubicle.
"Didn't you get my text message earlier?" I asked.
"No. I thought you're on leave?"
"Yeah, pero ang daming sablay, had to fixed em all." Blame it on redundancy or lack of efficiency. But when eyes are looking, it's difficult to leave things hanging loose.
And so I found myself on the floor with the situation finally under control. Lousy as it may seems, but in times like these, I get to appreciate my true value. This is what I'm getting paid for.
I may have wrongly trusted my instincts, but I chose to give chances to people everyone thought were unreliable. Some did deliver, while others, I prefer not to ask again.
Seldom does life give second chances.
Two hours before the end of the shift, I was already sleeping in my office chair. Tired and exhausted, I decided to leave things unattended for I am at least a nudge away should trouble comes knocking.
Besides, I have already paid the price.
So much for the 300 pesos I spent for the phone bill; so much for watching a comedy film when stress was getting ahead of leisure time. In the end, I hope the sacrifice was worth it: that I was able to handle the situation with grace, and that the boss won't learn the plan didn't work.
The agent who wasn't able to help during the first two hours of the shift went to a web cafe the next day. I told him to log-off. Someone was already assigned to volunteer.
Meanwhile, the lady who lost her connection just when I thought I did the right thing assured her presence during her time of volunteer. Whether she did honor her word was beyond my reckoning. Someone else would judge her performance.
Finally, as for the one who conceived this grand assembly, it would be best to follow conventions. In this world, not everyone is reliable and only few would go the extra mile even when their source of income is at peril.
So off I went to UP Diliman with my partner to watch Zombadings. It was our third activity for the day after meeting a new friend in Makati for lunch, and then swinging at Landmark to shop for my partner's needs abroad. Despite the busy schedule, I made a mental note to ask the agents to give an update about their output before the film starts at 5 pm. It is the only way I could make sound projections as to how to divide the work among themselves.
The reports came in while me and Baabaa were slowly inching towards the cinema door. Output for the day was indeed low. There's a chance the team won't make their extra earnings.
Assured that I won't be needing extra help until the end of the shift, I sent a text message to other volunteers not to log-on to their computers. I even told the last one not to come to work two hours ahead of her shift so as not to spoil her evening. But just when the operations appeared to be running smoothly, a text message came from one of the agents.
She works at home.
"Mugen, I think you would need to send an SOS to others," the text message said. "I'm having trouble with my Internet connection."
Of all the things I never took into the equation, it is someone's Internet going kaput. The movie had just began and instead of laughing with everyone, I was resolving a crisis happening elsewhere. Fortunately, the officer-in-charge for the graveyard shift was available. I told him the problem and he promised to stay until I can find a replacement.
Meanwhile, the agent at the floor sent a text message. It's time for his break and he would have to buy food outside.
It is as if the world came crashing with only a single agent - not from my shift - looking after all the accounts. Had the boss and my superior found what's happening, I would be in deep shit. During the time there was no one on the floor, my thoughts were divided. Should I ask another agent from the other shifts to look after the accounts or let the OIC from the GY Shift do all the work?
I decided not to complicate matters further.
Ending credits rolled after two hours. Not only was I not able to enjoy the movie, my thoughts drifted back and forth between work and the boyfriend. Expecting more unforeseen troubles ahead, I decided to go to the office after the movie. So much for the date, I could have at least dropped home my partner. But instead, duty called and I had to be there to answer.
When I barged into the door, I was pleasantly surprised to find the last agent who volunteered sitting in her cubicle.
"Didn't you get my text message earlier?" I asked.
"No. I thought you're on leave?"
"Yeah, pero ang daming sablay, had to fixed em all." Blame it on redundancy or lack of efficiency. But when eyes are looking, it's difficult to leave things hanging loose.
And so I found myself on the floor with the situation finally under control. Lousy as it may seems, but in times like these, I get to appreciate my true value. This is what I'm getting paid for.
I may have wrongly trusted my instincts, but I chose to give chances to people everyone thought were unreliable. Some did deliver, while others, I prefer not to ask again.
Seldom does life give second chances.
Two hours before the end of the shift, I was already sleeping in my office chair. Tired and exhausted, I decided to leave things unattended for I am at least a nudge away should trouble comes knocking.
Besides, I have already paid the price.
So much for the 300 pesos I spent for the phone bill; so much for watching a comedy film when stress was getting ahead of leisure time. In the end, I hope the sacrifice was worth it: that I was able to handle the situation with grace, and that the boss won't learn the plan didn't work.
The agent who wasn't able to help during the first two hours of the shift went to a web cafe the next day. I told him to log-off. Someone was already assigned to volunteer.
Meanwhile, the lady who lost her connection just when I thought I did the right thing assured her presence during her time of volunteer. Whether she did honor her word was beyond my reckoning. Someone else would judge her performance.
Finally, as for the one who conceived this grand assembly, it would be best to follow conventions. In this world, not everyone is reliable and only few would go the extra mile even when their source of income is at peril.