It was November, and my world just got shattered a couple of days ago. Almost everything that I considered as constant and routine got pulled out from under me and now I have to start from scratch.
New faces, new team, new process. I had been a Supervisor for the past 2 months for the Email LOB. The account just did a 180 and threw out half of its employees. Anybody who didn't meet the required CSAT was gone on Friday. Come Monday, I'll be handling a new team.
I had absolutely no idea who my agents were going to be. These guys were all from previous waves that were in the account longer than I was. I was nervous of course. But I had to be strong, I had to be firm. I had to be a Supervisor to this new group of people.
The shift was 12 am. I came in early, 30 minutes before 12 I think. I started the shift wondering who I'm getting as my team this time around. I just handled 3 different teams within 2 months. This was my fourth team. I wished that they're a good bunch. The last thing I want is a group of troublemakers. But considering that we just survived a reaping, I guess the people would be alright.
They came in batches. There were 3 groups of 3, and some soloists. They're all from different waves so they don't know each other yet. They didn't know the seat plan either. They were scattered along 3 bays. When it was roughly the start time of our shift and no one was in the designated bay for the team, I had to ask each group, "Are you part of Team Carla?" and when they said yes, I told them to go to our designated bay.
When I had gathered my new team, I realized there were just 11 of them. "Such a small group", I thought, "this would be easy". I made quick work with introductions, and assigned them tasks for the rest of the day. I was happy at least that my SME is still Paowee. The one person who can throw jokes and can lighten the atmosphere easily. It was the first day of the new Team Carla and it was all good.
The first week flew by fairly quickly, but another change just got announced. My team is changing again.
