What I Do

As many of you know I was recently promoted from a Team Leader (TL), where I supervised 16 Customer Service Representatives (CSR), to Customer Care Manager (CCM) where I now supervise 8 TLs and approximately 100 CSRs. I thought that now that I've been in my position almost two months I'd share a little more about what I do. Below is an real example of a day in the life of a CCM:

12:45pm to 1pm: arrive at work; check phone messages; open email
1pm to 1:30pm: talk to upset, crying CSR about paycheck being wrong
1:30 to 2pm: read, respond, forward and delete emails; reviewed calender for events of the day
2pm to 2:15pm: wait for my manager to make it to a meeting we had, he never showed up
2:15pm to 2:30pm: read, respond, forward and delete emails
2:30pm to 3:00pm: greet the TLs and CSRs who report to me as they reported to work for the day
3:00pm to 3:15pm: make phone calls to two CSRs and the Human Resources rep
3:15pm to 4:00pm: read, respond, forward and delete emails; reviewed calender again
4:00pm to 4:30pm: observed a TL provide feedback to a CSR
4:30pm to 5:00pm: read, respond, forward and delete emails
5:00pm to 5:30pm: meet with a coworker to get advice on employee issues
5:30pm to 5:35pm: terminate an employee over the phone as he couldn't report to work because he was incarcerated (I accepted his collect call from the county jail)
5:35pm to 6:15pm: dinner (talked to Eric on my cell phone)
6:15 to 6:30pm: read, respond, forward and delete emails; reviewed calender
6:30 to 7:00pm: respond to issue of CSR becoming very ill and almost passing out (tell TL to call CSRs husband to come pick her up; notify security; help security get CSR to aid room)
7:00pm to 7:45pm: observed a TL provide feedback to a CSR; provide feedback to the TL on how she did
7:45pm to 7:47pm: listened to phone message from an irate husband of a CSR I tried to reach
7:47pm to 8pm: discussed phone message from irate husband with coworker
8:00pm to 8:30pm: talked to irate husband of CSR--he yelled the entire time--I'm pretty sure he was drunk
8:30pm to 9pm: wrote email to Site Director about irate husband of CSR
9pm to 9:15pm: provided feedback to TL about feedback he gave to CSR
9:15pm to 9:30: talk to coworker about my phone call with irate husband of CSR
9:30 to 10pm: update TL and CSR coaching logs (personnel files) with coaching & direction I gave
10pm: log out of my computer
10pm to 10:15pm: check in with TLs who report to me and let them know I'm leaving
10:15pm: log back into my computer; I forgot to approve time cards
10:15pm to 10:30pm: time cards
10:30pm: go home (finally!)
10:30 to 10:55pm: drive home
10:55pm: walk into my house and see this picture of my little cutie-pie and forget how crappy my days was:



(While I may have exaggerated the length of my dinner, I did not, however make up the other events of the day.)