What do you do when your company asks the Sys Admin to work in the Call Center?

pwjohnston

Here’s one for you. You’re the Systems Admin at a small company 70ish people. You maintain the Active Directory, Legacy Domino/Notes email system, Commvault backups, Netapp Nas, Virtual Servers (HyperV and VMware), Assist the Network Admin on some of the Cisco admin. I'm the *only* IT guy on site and I replaced 3 people. I also have to do the desktop support since I'm the only one here and support for all the branch offices. The Network Admin works remotely from Austin and has been helping me the last two months.

So they fire/lose 3 people, which brings them down to 6 and they're hurting for people in the Call Center who support the external ISP customers and management asks you if *you would like the opportunity* to fill in for extra cash. On top of your current responsibilities and making less money than you do at your current rate.

How do you respond to that? Or better how do you respond to that with a resounding no and not be viewed as *not a team player?*

CompuTron99

So they will pay you your normal rate while doing your primary job / responsibilities, but they are going to pay you the Call Center Rep rate while you are working the extra time with them?

You can make it look as though you are really short on time with your current responsibilies. If they really press you to work the extra time, maybe they could give you an easier schedule of coverage.

pwjohnston

CompuTron99 wrote: »

So they will pay you your normal rate while doing your primary job / responsibilities, but they are going to pay you the Call Center Rep rate while you are working the extra time with them?

Well if they were going to pay me what they pay the CC guys it would be hell no. It's more for me about the fact that there is no IT around here so A) they don't really understand what I do and they don't really value their infrastructure. So I don't want management thinking that all I am is a glorified Call Center tech. I really don't want to give that impression that whenever they're hurting over there, and I've seen much better call centers, they can just stick me over there to fill in cause that *what he does.*

Which, for anyone out there that works in Call Center, there's noting wrong with that. I don't want to sound like I'm above it. I've done it, but you have to move past that point.

Aldur

pwjohnston wrote: »

Which, for anyone out there that works in Call Center, there's noting wrong with that. I don't want to sound like I'm above it. I've done it, but you have to move past that point.

I use to work in a call center and I have to say that I would never *choose* to go back to that type of work. I really enjoyed the people I worked with but it's not the type of job you want to stick with for extended periods of time.

I think the best thing to do is let them know that you'd be happy to help but also they need to understand that you are over extended as is and your current duties might suffer. There's only so much of you to go around and it sounds like you're being over worked as is.

RobertKaucher

Wow, it really sounds like this company is on a downward spiral. I woudl make sure you keep documenation about what you are doing and when as well as who says what and when.

How many hours a week are you putting in right now?

sambuca69

pwjohnston wrote: »

Here’s one for you. You’re the Systems Admin at a small company 70ish people. You maintain the Active Directory, Legacy Domino/Notes email system, Commvault backups, Netapp Nas, Virtual Servers (HyperV and VMware), Assist the Network Admin on some of the Cisco admin. I'm the *only* IT guy on site and I replaced 3 people. I also have to do the desktop support since I'm the only one here and support for all the branch offices. The Network Admin works remotely from Austin and has been helping me the last two months.

So they fire/lose 3 people, which brings them down to 6 and they're hurting for people in the Call Center who support the external ISP customers and management asks you if *you would like the opportunity* to fill in for extra cash. On top of your current responsibilities and making less money than you do at your current rate.

How do you respond to that? Or better how do you respond to that with a resounding no and not be viewed as *not a team player?*

You update your resume and get ready to leave when you get the best offer.

You are in a no win situation here. Refuse to do this, and you're not a team player. Do it, and they will see you as a sap and wil lbe taken advantage of until either they sicken of you and lay you off, or you leave on your own.

veritas_libertas

RobertKaucher wrote: »

Wow, it really sounds like this company is on a downward spiral. I woudl make sure you keep documenation about what you are doing and when as well as who says what and when.

How many hours a week are you putting in right now?

I was thinking the same thing. If I were you I would watching the job postings in the area, and keeping my resume up to date on Monster, etc.

networker050184

pwjohnston wrote: »

What do you do when your company asks the Sys Admin to work in the Call Center?

Start looking for a new job. Seriously, this sounds like a lose/lose situation to me.

Lizano

pwjohnston wrote: »

How do you respond to that? Or better how do you respond to that with a resounding no and not be viewed as *not a team player?*

I don´t think it´s necesarilly a bad situation (it ain´t good either), just explain to them that at this moment you have professional carrer goals that you are eager to fullfil and that taking the opportunity that they are offering you would step in the way of you becoming a better professional for the company. Where you might end up being able to help out the company even more as an improved professional, than just be an agent on "the floor" as they call it in some call centers...

jamesp1983

I worked at a company as a network systems admin, and when our helpdesk and desktop team were short on people they had me doing that in addition to my normal responsibilities. (80 servers, 250 companies using our services, all with separate OUs that needed to managed in different ways, configuring Cisco equipment (ASA, 1800 series routers, 2950 series switches), setting up HP managed switches as well). They didn't pay me anything extra to help out these other departments, so I'd say it's not a bad deal.

networker050184

jimmypizzle83 wrote: »

I worked at a company as a network systems admin, and when our helpdesk and desktop team were short on people they had me doing that in addition to my normal responsibilities. (80 servers, 250 companies using our services, all with separate OUs that needed to managed in different ways, configuring Cisco equipment (ASA, 1800 series routers, 2950 series switches), setting up HP managed switches as well). They didn't pay me anything extra to help out these other departments, so I'd say it's not a bad deal.

Being an admin and helping out with the helpdesk duties is one thing and I don't see any problem with that. Putting you in a call center for ISP customers when you are an internal admin is another story IMO. Unless I'm understanding the OP wrong.

mikej412

pwjohnston wrote: »

So they fire/lose 3 people, which brings them down to 6 and they're hurting for people in the Call Center who support the external ISP customers

Is there a contractual obligation for an external customer to have X bodies on the phone? Or is there a "customer satisfaction" issue and a need to have X bodies answering the phones to keep the customer wait time reasonable?

Is this just until they can hire and train replacements? Or is this something that could drag out for months.

And why are people getting fired/leaving? As others have mentioned -- is the company on a "downward spiral?"

cbigbrick

If you have access to the call center ticketing system and are doing level 3 troubleshooting already then you are part of the call center. If you don't have access to the ticket, request it but with the understanding that you only deal with level 3 tickets.

pwjohnston

sambuca wrote:

You are in a no win situation here. Refuse to do this, and you're not a team player. Do it, and they will see you as a sap and wil lbe taken advantage of until either they sicken of you and lay you off, or you leave on your own.

That’s exactly what I’m afraid of. It’s like a situation when your gf/wife turns to you and asks, “do I look fat in this?”

RobertKaucher wrote:

Wow, it really sounds like this company is on a downward spiral. I woudl make sure you keep documenation about what you are doing and when as well as who says what and when.

How many hours a week are you putting in right now?

Well I don’t want to get too freaked out, but at least for the record we do have a Ticket system that shows all the current things I work on. I only work 40 hours right now, but that’s probably because I just keep the boat afloat. The servers are running between 6 and 9 years old. . .

veritas_libertas wrote:

I was thinking the same thing. If I were you I would watching the job postings in the area, and keeping my resume up to date on Monster, etc.

I always keep my resume and Onforce profile up to date. Just in case.

Lizano wrote: »

I don´t think it´s necesarilly a bad situation (it ain´t good either), just explain to them that at this moment you have professional carrer goals that you are eager to fullfil and that taking the opportunity that they are offering you would step in the way of you becoming a better professional for the company. Where you might end up being able to help out the company even more as an improved professional, than just be an agent on "the floor" as they call it in some call centers...

Oh, that’s a good one! I’m going to keep that. Thanks.

networker wrote:

Being an admin and helping out with the helpdesk duties is one thing and I don't see any problem with that. Putting you in a call center for ISP customers when you are an internal admin is another story IMO. Unless I'm understanding the OP wrong.

No you are correct. I work on internal (corporate office) network infrastructure and the call center is strictly external ISP, eg customer support.

Paul Boz

I would do it because its being asked of me. If my boss gave me a shovel and told me to dig a hole to china I'd keep going until he told me to stop. My job is to do what my boss tells me to do / asks me to do and that's it.

pwjohnston

mikej412 wrote:

Is there a contractual obligation for an external customer to have X bodies on the phone? Or is there a "customer satisfaction" issue and a need to have X bodies answering the phones to keep the customer wait time reasonable?

Well I was told they would be closing the call center Sunday because they don’t have enough people to work. They had 9 and lost 3. They've known one was leaving Friday because he put in two weeks ago.

mikej412 wrote:

Is this just until they can hire and train replacements? Or is this something that could drag out for months.

Supposedly, but they’re not known for snappy turn around. I really don’t want to be stuck in there till they decide they need to hire someone. That will turn into keep him in there as long as we can and it will save us a few bucks. It took 3 months invoice and receive a new computer we needed AFTER a new call center employee was hired.

mikej412 wrote:

And why are people getting fired/leaving? As others have mentioned -- is the company on a "downward spiral?"

2 were fired for falsifying timecards (two weeks ago and yet they have not interviewed one candidate?), 1 is leaving Friday to go work for Comcast.

veritas_libertas

Paul Boz wrote: »

I would do it because its being asked of me. If my boss gave me a shovel and told me to dig a hole to china I'd keep going until he told me to stop. My job is to do what my boss tells me to do / asks me to do and that's it.

Interesting... How far have you gotten so far?

Seriously, I do respect that work hard mentality. I figure if I am hired for something in particular I would want to stay on that path. If you throw more stuff on me I may not be able to do my best on what I am assigned.

blargoe

This is definitely a lose lose taking the background information you have provided to us. If it were me and it were work in addition to the 40 hours you already work (basically a second job), I'd tell them I don't have the time, unless you're REALLY hurting for money.

jamesp1983

Paul Boz wrote: »

I would do it because its being asked of me. If my boss gave me a shovel and told me to dig a hole to china I'd keep going until he told me to stop. My job is to do what my boss tells me to do / asks me to do and that's it.

especially these days...

mikedisd2

Paul Boz wrote: »

I would do it because its being asked of me. If my boss gave me a shovel and told me to dig a hole to china I'd keep going until he told me to stop. My job is to do what my boss tells me to do / asks me to do and that's it.

Seriously? For how long and how many extra hours? What if you felt you were being taken advantage of?

We can all work hard but there is self-preservation to consider.

networker050184

Paul Boz wrote: »

I would do it because its being asked of me. If my boss gave me a shovel and told me to dig a hole to china I'd keep going until he told me to stop. My job is to do what my boss tells me to do / asks me to do and that's it.

I understand what you are getting at there, and I would do what ever my boss asked me (I'm actually working a customer issue tonight at 11:00PM tonight even though that is not my job to support customers), but we have to be reasonable here. I know for a fact my boss would NEVER ask me to work in the call center. That is just ridiculous. This guy was hired to be an internal admin and then they are asking him to work in a call center supporting external customers. At least they are willing to pay him, but that is still unacceptable IMO and it is obvious this place has no clue about IT. Time to move on to a place your skills are valued and respected.

rsutton

I would do for it the extra cash + a change of pace as long as it was understood that this a short term gig. I love whoring myself out for a few extra bucks.

tpatt100

I would do it for the extra cash so you can build up your savings in case you lose your job. Meanwhile start looking for another one.

RobertKaucher

networker050184 wrote: »

I understand what you are getting at there, and I would do what ever my boss asked me (I'm actually working a customer issue tonight at 11:00PM tonight even though that is not my job to support customers), but we have to be reasonable here. I know for a fact my boss would NEVER ask me to work in the call center. That is just ridiculous. This guy was hired to be an internal admin and then they are asking him to work in a call center supporting external customers. At least they are willing to pay him, but that is still unacceptable IMO and it is obvious this place has no clue about IT. Time to move on to a place your skills are valued and respected.

This is my third time trying to respond...

After getting a little more info I have to agree with Boz. If I were asked to sweep the shop floor in addition to managing the server room, I would do it and ask no questions. You are essentially being asked to take one for the team. You are not being asked to do anything demeaning. I would get guidelines from my boss as to what was expected of me as far as hours and set a limit for how long (a month, two months) I would be doing it. But I'd do it.

joey74055

If you work the extra hours in the call center are they going to pay you time and a half for anything over 40 hours?

joey74055

I don't know man, it sounds like the company/management isn't doing very good. If they were thinking about closing the call center becasue they don't have enough employees, I mean that probably should be throwing up some red flags along with the fact the3 people in your dept have been let go and aren't going to be filled. I would start looking for employment elsewhere on the mere fact that it sounds like this compnay maybe starting to fold, I hope not and they may actually be just trying to get by until they can come up with a plan but if you are the only sys admin left, it would appear that they would REALLY need you right now, meaning you might have some sort of upper hand?? If you are comfortable with your manager maybe you can ask him if they are going to hire any replacements in your dept and see what his reaction is or talk with him about the situation and in a nice good way?

GAngel

I follow the work to live rule. You spend 1/2 your life working you should enjoy what you do. They may force you into doing it but if it were me I'd be on the first good job out of there. My life doesn't revolve around a company who'll forget me in mins if needed.

No point in making money if you don't have the time to spend it.

veritas_libertas

GAngel wrote: »

I follow the work to live rule. You spend 1/2 your life working you should enjoy what you do. They may force you into doing it but if it were me I'd be on the first good job out of there. My life doesn't revolve around a company who'll forget me in mins if needed.

No point in making money if you don't have the time to spend it.

Bingo!

I am hardworking, but I want to do what I love!