This is a rant.
I hate my job.
Two years ago, an employee was ranked by their idle time (namely, two fifteen-minute breaks and ten minutes "personal" time) and their ESQi (a phone survey regarding customer service). When I left my job two years ago, I had a 96% ESQi score -- and I'm damn proud of that. Two years ago, if a supervisor took you off the phones for a meeting, it didn't count into idle time.
Now I'm back at the same job, and the system is back-asswards. They've added a new factor called "productivity" (which needs to be at 85% or above to keep your job), and idle time has dropped from 9% to 6% -- meaning the ten minute "personal" time is gone, and I never realized how much I relied on that extra ten minutes until I didn't have it anymore).
This productivity system is bullshit. If I go over my 6% idle time, I have to work overtime to make up for it. If my supervisor calls me into an hour-long meeting, I have to work an hour of overtime to keep my fucking job. Despite the time constraint, I normally wouldn't really mind it, because it's overtime pay.
What's getting me is that I'm getting nothing but abuse at this job. People call, and they bitch about bad customer service they recieved at a local office, or that the prices are too high, et cetera. They yell at me, and management says that I have to sit there and take it. I can't hang up the phone, or I'll get repremanded -- which means a meeting, which means overtime.
Usually, it's managable. There's one "bitching" call to every fifty or sixty "normal" calls. Yesterday, I had a straight hour of "bitching" calls. It's exhausting.
The founder of the company says that once a company takes care of its customers and employees, profits will follow. He believed in this; still does. The company certainly thinks it takes care of its employees -- there are great financial perks. But at the end of the day, it really doesn't matter that they're throwing money at us. There's no communication between supervisor and employee. There's no provided outlet for all this emotional/mental fatigue brought on by these working conditions.
I really don't think this is me simply bitching about a bad job. I really think this is me being an I/O psychologist looking at a system she thinks -- knows? -- will fail.
I would like to speak with my supervisor about this, but to meet with him regarding this means that I'd have to work overtime to make up for it. Meaning I'd subject myself to another hour of bitching. I kind of worry as to what that would mean to me -- I'm already thinking about going down to part time because this job is so mentally exhausting (for the monkey work that it is, surprisingly). I work eight to five, drive home, fall asleep for two hours, eat dinner, do something for two hours, then go to sleep, get up at six thirty and do it all over again.
Someone tell me. Is this system seriously flawed, or am I missing something here? And do I have a leg to stand on, here, as I think I do?