Call center manager seems to think that they can set their own PA goals well above the PA Target set by the company.
If people are not meeting this managers goals (way above what is required for the PAt) this manager believes they can write reps up! Anyone else in a call center have experience with a manager like this?
BTW this was the case for call centers 3 companies ago. Telecoms are set up to grad on a curve. Not what you earn.
Despite what some managers think, they can not write you up if you are meeting your PA goals. I have been with the company for a very longtime and have seen some managers invent their "own" goals that are either not on the PA or try to write reps up for not exceeding the PA goals said manager wants. In each case the reps that this happened to went to HR and the managers got fired for it. Not every manager is like this and dont let these micromanaging bully managers get away with this. If you have a manager that tries to pull this go to HR.
I've heard before that if you are in the bottom 15 percentile several months in a row then you can get a write up even while hitting goal. I'm in chat tech and have always been fortunate enough to be in the top 75-85 percentile for all of my metrics but there are some on my team that are struggling consistently but have not seen a write up.
Even though you meet the Verizon Wireless target on the score card, you can still get written up if you are below the average performance of your peers. I think it is really messed up system because that means you will ALWAYS have someone on the bottom 25% getting written up. Verizon does not care about the call center employees. We used to have over 300 tech reps now down to less than 80. Even when you follow the company policy and your results suffer for it, they are still willing to write you up without understanding it is the customer not the employee. It is truly a terrible position to be in. You have management on your case about your results which you have little control over and the customers getting angry over a policy you do not have control over.
Lazy management. Same goes for the stores. Contact HR and call them on their BS and they back off.
Yes, they do that when they want THEIR numbers up on your back. In stead of truly coaching, supporting a rep to be successful. What it should be is; this is good I think you can achieve the next step...