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#Post#: 79212--------------------------------------------------
Coworkers not keeping up and its affecting my job
By: Despedina Date: April 26, 2023, 10:08 am
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At my company there are 3 of us that do my job. All of us have
been here for quite a while. One was hired Summer 2013 and the
other 2 of us were hired early 2014. We all do the same job and
each of us have at least 1 "extra" task that we ourselves handle
for the department. Each of my coworkers have one extra task
each and I have several, only because I'm very good at managing
my time and taking on more tasks as needed.
Because I know I'm pretty good at time management and working
quickly, I don't judge others who don't work as quickly. If
they don't get their work done as quickly, in general that's for
them to figure out, until the last year or so.
One of the extra tasks I have is to assign work as it comes in,
in a "round robin" style. Everyone gets an equal workload
throughout the day. Some of our agents have figured out I do
things more quickly than my coworkers so when they don't get
quick follow-through they call me. Usually I tell them the work
will be done asap. At first I didn't bother my coworkers with
the fact that these agents called or emailed me (as agents can
be needy at times) but it has turned into more and more
emails/phone calls about things not being addressed for HOURS.
Yesterday for example I had a couple of phone calls asking on
the status on things that were assigned in the 8am hour, that my
coworkers didnt even look at until after 4:30pm...., when some
of our agents on the east coast have already closed.
I've tried letting my co-workers know that agents are following
up and asking on status, and have gotten some attitude. Last
week I was accused of "calling people out". I apologized and
said that was not my intention and asked what the solution
should be. Niether had a solution and asked that I just send
them a message.
I've spoken to my lead and my supervisor about the ongoing issue
and neither are sure what to do. My lead says we will bring it
up in the next dept meeting in 2 weeks and mention getting your
work done in a timely manner. Also I told her my coworkers are
failing to follow up on things that seem to end up on my plate
and at this point I'm hesitant to bring it up since their
reactions last week (TBH last week when they accused me of
"calling them out" they ganged up on me and I was very hurt. I
remained professional with my responses but I was upset for the
entire day, and I've stopped engaging in chit chat with them on
our teams channel, and keeping it work related only).
Any tips on how to better handle the complaints coming in from
our agents on my coworkers' long turnaround times? Saying "It
will be handled asap" is starting to get old for many of them.
#Post#: 79213--------------------------------------------------
Re: Coworkers not keeping up and its affecting my job
By: oogyda Date: April 26, 2023, 11:32 am
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If I'm understanding this correctly, the agents are calling you
because they know you are on top of things and tend to get
things done quickly. Once you've assigned the work elsewhere
you should give up the "ownership" of that task.
If an agent calls for an update, you respond by saying "coworker
Fred is working on that, let me transfer you." Then transfer
the call to whoever is supposed to be working on it. If your
coworkers have to start being answerable to someone else, maybe
they'll work to the agent's expectations.
Is it possible that by being able to work quickly and get things
done in a timely manner, you've set unrealistic expectations?
#Post#: 79214--------------------------------------------------
Re: Coworkers not keeping up and its affecting my job
By: Rose Red Date: April 26, 2023, 12:20 pm
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I agree with oogyda. Unless there's some reason you can't
include the assigned person in the email or phone with the
agent, pass it back to the person who is responsible to that
task. They can explain or provide a timeline of when it will get
done. Don't be vague. Let the agent know who is actually
assigned the job so they don't keep bugging you.
#Post#: 79215--------------------------------------------------
Re: Coworkers not keeping up and its affecting my job
By: lowspark Date: April 26, 2023, 2:22 pm
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Yup. That's exactly what I was gonna say.
Unless you are these other workers' supervisor, it is not your
responsibility to answer for them or to chase them down. When
the agents call, let them know who that got assigned to and
transfer them if possible. If it's an email, reply, cc the other
worker, and write something like, "Worker, please let Agent know
the status of the referenced Task which is assigned to you."
After that, it's out of your hands. If the agents have issues
with the other workers, they need to take that up with the
supervisor, not you.
#Post#: 79216--------------------------------------------------
Re: Coworkers not keeping up and its affecting my job
By: Despedina Date: April 26, 2023, 3:18 pm
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[quote author=oogyda link=topic=2492.msg79213#msg79213
date=1682526752]
If I'm understanding this correctly, the agents are calling you
because they know you are on top of things and tend to get
things done quickly. Once you've assigned the work elsewhere
you should give up the "ownership" of that task.
If an agent calls for an update, you respond by saying "coworker
Fred is working on that, let me transfer you." Then transfer
the call to whoever is supposed to be working on it. If your
coworkers have to start being answerable to someone else, maybe
they'll work to the agent's expectations.
Is it possible that by being able to work quickly and get things
done in a timely manner, you've set unrealistic expectations?
[/quote]
Yes that's what I've started doing quite a while ago. I tell
them that Sally is working on that and I'm not sure where she is
on it and transfer the call. The issue is 75% of the time Sally
won't answer the phone and they go to the operator and come
right back to me. As far as setting unrealistic expectations
to agents, I'm not sure how that's my issue. I work at the rate
I work. I promise I take all my breaks and lunch and have
down-time to clean up files. If someone were to ask me why my
coworkers take 7-8 hrs to review a new file, I don't know the
answer. And yes, I've kind of asked my co-workers if they are
behind in the past, seeing if anyone needs help when I see they
haven't reviewed something (its obvious from our side). I always
get NO. My co-worker Nancy is a bit dramatic and gets offended
if you ask. I guess I will just keep pushing people to the
person assigned. Also FWIW the agents don't know I assign things
out. The work comes through a 3rd party file management system
we use and they dont' send it directly to me. I believe, and I
cannot prove it, that I must be the one people can get hold of
and our long term agents have figured this out. Some have come
out and said it.
#Post#: 79217--------------------------------------------------
Re: Coworkers not keeping up and its affecting my job
By: jpcher Date: April 26, 2023, 4:40 pm
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So, Sally doesn't answer the phone and the call comes back to
you. "I'm so sorry your call was forwarded back to me. Let me
transfer you to a supervisor."
#Post#: 79223--------------------------------------------------
Re: Coworkers not keeping up and its affecting my job
By: lowspark Date: April 27, 2023, 1:24 pm
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[quote author=Despedina link=topic=2492.msg79216#msg79216
date=1682540286]
I must be the one people can get hold of and our long term
agents have figured this out.
[/quote]
I hate to say this because I'm very customer service oriented
but I think you're shooting yourself in the foot by being too
helpful.
If you transfer the call and it comes back to you, suggest voice
mail, email, or whatever other means of communication your
company uses.
You need to view these questions as something you cannot answer
because it is not within the purview of your job to have these
answers. If these same people were to call you and ask you
something that you have no knowledge of because another
department handles it, how would you reply?
I would repeat some version of this every time: I don't know.
Sally is handling that. If she's not at her desk, your best bet
is to leave her a message. I'm sorry I can't help you.
#Post#: 79227--------------------------------------------------
Re: Coworkers not keeping up and its affecting my job
By: Lkdrymom Date: April 27, 2023, 2:13 pm
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Had similar issues when I worked. I worked for local government
and often it was all part time people working part time hours. I
would get a call and they would tell me that I was the only
person who answered my phone (they would call every dept until
someone picked up regardless of who they needed to talk to).
All well and good but if you need the zoning officer and I work
in a different department there really isn't much I can do for
you but take a message and leave it for that person. They could
have left a message directly with that person but felt they HAD
to talk to someone.
#Post#: 79228--------------------------------------------------
Re: Coworkers not keeping up and its affecting my job
By: Despedina Date: April 27, 2023, 2:36 pm
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[quote author=lowspark link=topic=2492.msg79223#msg79223
date=1682619897]
[quote author=Despedina link=topic=2492.msg79216#msg79216
date=1682540286]
I must be the one people can get hold of and our long term
agents have figured this out.
[/quote]
I hate to say this because I'm very customer service oriented
but I think you're shooting yourself in the foot by being too
helpful.
If you transfer the call and it comes back to you, suggest voice
mail, email, or whatever other means of communication your
company uses.
You need to view these questions as something you cannot answer
because it is not within the purview of your job to have these
answers. If these same people were to call you and ask you
something that you have no knowledge of because another
department handles it, how would you reply?
I would repeat some version of this every time: I don't know.
Sally is handling that. If she's not at her desk, your best bet
is to leave her a message. I'm sorry I can't help you.
[/quote]
Yes I think that's my problem. Our company is "Do everything
possible for our agents", so I feel I have to help if someone
else fails to over and over. I will take the advise given here
and see how it goes.
#Post#: 79229--------------------------------------------------
Re: Coworkers not keeping up and its affecting my job
By: Hmmm Date: April 27, 2023, 4:24 pm
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You say your leadership isn't sure what to do. One way to get
them to address it is to put the responsibility back on them.
Agent calls you. You transfer to co-worker reviewing the
document.
Co worker doesn't answer
Agent comes back to you. You say, let me escalate this to our
supervisor and transfer the call to the supervisor of the
co-worker.
You have not been given authority over the co-workers therefore
are not in a position to analyze why the work is not being done.
That is the supervisor's responsibility and therefore, they
should be the one dealing with the angry agents. 5 or 6 of these
calls in a week will get them on the ball to deal with the
problem.
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