Small rebellious gestures reflect badly on low level mangers. Luckily this call center was not an outbound call center. On the other hand, yes, there are a lot of ups and tons of downs depending on the campaign you're working for. The call monitoring gets me because they say we must “hit” all the points they want, like “welcoming the customer”, using positive words/phrases, SMILING, using an upbeat tone, speaking in a professional manner (not using slang, such as nope or yeah). It's not like the jobs are worth filing lawsuit over. So I guess im hating my call center job 1) inconsiderate supervisor 2) out of this world clients and metrics 3) my health. I get constant headaches by the end of the day, my time here is running out soon. HEROITES keo keep cribbing dont leave us but they give limited breaks of 15 mins each, in inbound they dnt even allow you to go to loo. and I understand what everyone is saying. update: fielding a job offer when you might be facing a serious health diagnosis. Browse and apply for Customer Services jobs at Marsh & McLennan Its hilarious because as long as you can keep a straight face the corporate ideology of the day forces management to take you seriously. Salary estimates are based on 5,759 salaries submitted anonymously to Glassdoor by Call Center employees. If you can't work in this type of environment, you're certainly in the majority. Requiring X amount of time "logged in" and ready to take calls is normal, as is (unfortunately) sending people home when the workload is too low, but where I've worked, the break times were not counted as part of the "offline" time. Post free resume and apply online for today's latest Jobs from companies in Islamabad. I will probably stay here until I retire tbh. I worked for 3 years at a call center and the managers were always pumping us to be positive to sell, sell, sell. My call handling time was a bit slow, but with all the people quitting they were short of agents. Be professional, calm and positive when you point out that it makes more sense to calculate accountable time against actual hours worked versus the 40 hour week/8 hour day.3.Continue to do your best to meet those stats, but there's no need to put any passion into it – like you said, it's a job, you need a job and it's not forever. I worked in a call center for 2 1/2 years and I can share why they are miserable work places. You also had to get used to being under constant surveillance. Note that this takes some time to find out unless the folks with seniority there are willing to share their tips. we don’t have mandatory overtime anymore, persay, but it’s encouraged. I sometimes feel like a failure for 3 years at university and then ending up in a call centre anyway however at the end of the day it’s a (in my case) a reasonably well paying and stable job. This position is a … I think this is one reason why customer service has declined. Really, there are only two strategies to surviving: 1.) I did a CC job for years and it is very very drowning and builds up frustrations. I survived two call centers for four years because I couldn't leave my area and they were the only jobs I could get. It's like when you quit halfway through the year, but you've used more than half of your PTO and you have to pay it back. It sounds like you are a good and proactive manager. I had another stats review with my boss today and again my accountable time was down. If you want a liesurely job at a callcenter, apply for a supervisor position and forget about applying for agent positions. Conectate ahora! If the companies treat their employees this way, those employees aren't likely to go the extra mile for customers. We take all types of different calls. “Right To Work” may sound like a good thing, but it is actually does not promote any “rights” of the people. and GIVING UP YOURSELF..10mins or 15mins breaks aint a solution, we r not ROBOTS ! dear friend, i know i am too late for a comment,but i just got thru dis article now.i did call center INBOUND job for nearly 5months when i was finally terminated.to be frank, callcenter remains da last option when nojob is available to do, and in middle east for expatriates its more difficult to chooose a job just due to not havin a workpermit.i did choosed call center job just to get the workpermit, it was technical troubleshootin,dis is da only company provides internet and u cud imagine da customers! In creating one of the most memorable franchises in video game history, our fans are the center of everything we do. I worked in a call center that had a written policy of firing employees for talking about unionization. Press J to jump to the feed. So now I’m worried because of this problem that I might be out of a job once the probationary period is over. I worked for one of the big 5 consulting firms in their Business Outsourcing Process division, specifically in inbound customer service. Call-center jobs, by the nature of the business, are jobs run by and for bottom-feeders. Almost all the employees were set a call handling goal. becs her work was given to some one else, Most of the management I have dealt with during my callcenter experiences (horror stories) have pushed numbers and nothing else. 25 Unemployment Call Center Representative jobs available on Indeed.com. Apply to Customer Service Representative, Call Center Representative, Agent and more! But I definitely agree, it's not an easy job. The issue is that they send me home after say, 75 minutes. I'm in trouble for leaving for a business trip without a late coworker. I was too busy answering calls and typing up cases. I think everyone should have to do a stint as a waiter/waitress, retail associate, maid, and customer service to name a few. Call center management love to play with stats and there's nothing you can do about that, but here's what you can do for yourself: 1.Keep track of your own accountable time, especially those days you're sent home early after taking all your breaks. I felt more of a loser in the beginning, but it is a normal service job, depending on the conditions as always. Try your honest best to follow the rules and hope management responds with sanity. Hope this makes you feel better. Since then I’ve been sent home 3-4 days a week and haven’t hit the 90%. Call-center jobs usually suck, and are best held by the aforementioned mental defectives or people with limited abilities and low self esteem. I have this to say,All call center and telesales appointment setting jobs are bad. Updated on: Dec 21, 2020 ... workers must be offered a job … Well now I'm at about 86%. It was a 5 hour work day and we got a whole 15 minute break, and if you wanted to make more money for yourselves(commission), you wouldn't take any breaks. As a waiter, bartender etc you also get a lot of shit. So just for example, say I worked 100 minutes, and I get a 10 minute (paid) break. This ensured my employment until the center closed. I’ve pointed this out to my manager and he just told me to work on getting my number back above 90%. The good customers make the days better though. And its getting worse..up until 2 YRS ago we had stats to maintain but they were reasonable to obtain. Honestly, no. I have worked for a electric utility company for a number of years in customer service…in a call centers environment. If you work in a call-center you probably live in a state where ignorance abounds and poverty is on the rise. In a nut shell, it’s all about control. For instance, call center professionals have to go through a rigorous work schedule every day. A reader writes: I recently took a job in a call center doing order entry. Posted 6 minutes ago. In this group we'll eliminate the noise and spoon feeding. Dec 21, 2020, 6:14pm EST. It amazes me how everyone commenting seems to be accepting of poor treatment as an inevitability. Regardless of that I too had managers which treated employees poorly. The companies don't really care about high turnover because there are always unemployed people who are desperate for jobs that pay above minimum wage and have good medical benefits (if you're ever allowed to take the time off to use them). In my opinion, it should be called “Right To Corporate Corruption”. Call-center jobs usually suck, and are best held by the aforementioned mental defectives or people with limited abilities and low self esteem. News 12 Staff. one ops manager after returning from pregnanacy leaves was silently removed. You may be in the same boat. I understand why they do that, it’s better to send a few folks home early than to lay them off permanently. Either that, or they are narcissistic sociopaths. A good Manager will get a feel for whether you are working the system, or genuinely doing your best, regardless of the metric itself. I agree. I hope this information is helpful. you may find that u can log in manually with your handset and not have to wait for the computer to reboot so u won’t be “late”. Since I'm somewhat new I'm still in my probationary period. Back in the day it was mandatory. Now go get a real job before you get stuck in this rut. Further, after my probationary period of 60 days, they look at your performance including these stats (and others, this isn’t the only one) and decide whether or not to keep you on. 3rd, There are good and bad Managers, good and bad Contact Centers. It becomes hard once you take the system seriously. My supervisor who always tell us to show empathy to customers but doesnt practice it herself made it more traumatic by imposing mandatory OTs to the team mates of the agent who was absent. At least here in Washington State, paid and unpaid breaks are a required part of the day for the vast majority of hourly workers. I really appreciate it. The supervisors lack the intellectual capacity to understand the relationship between the numbers, and they most likely are incapable of holding a position that requires intelligence and thought. I’m not sure what to do. Refuse to take the job seriously, do whatever you want, keep your head down and stay out of the way, and see how long it takes to get fired. I’ve worked in a call center for a local utility company for about 2 years now. Thank you for your time, and thank you for providing a forum where people like us can share our valuable experience with others. Founded in 2002, Infinity Ward is the original studio behind the Call of Duty franchise. The market for good call center employees is competitive. In fact, one should never move to Arizona with the expectation of finding a good job. Or only go long enough to use the washroom? “Right to Work” laws simply mean that you can’t be required to join a union. Opening For International / Domestic Inbound or Outbound Call center (Fresher allowed)Opening For…See this and similar jobs on LinkedIn. But c’mon we’re human beings, yet we are treated like cattle. We've struggled with this metric before. First off, thanks to Allison and everyone else for the help. Turned out hes doing that to meet “her” metrics, at the expense of her agents. I was completely miserable, but what I noticed is that not everyone was miserable (no one loved it though….). Filter by location to see Call Center salaries in your area. Or maybe like you and me they are just using the job to pay bills while looking for a suitable position. But without knowing what state this is in, it's not possible to know one way or the other. Pretty much everyday. Many of these types of jobs one is treated like garbage, if the appointment do not come in then they get rid of you. But if a lot of them are clearly too stupid or lazy to do any other job (and possibly too stupid/lazy to do this one), you can cruise for months. That said, it's a pain in the neck sometimes.As mentioned, the 90% is a proportion of the time actually working, and there's an expectation, I would assume, that that the 10% "off" time should be paced throughout the day. I was able to move out of the call center into the finance division of the same company with a 59% jump in pay (went from non-exempt to exempt and my new pay was the absolute bottom of the barrel of the “corporate” jobs.). Whether that will do any good, who knows. I’m quite content where I am and not ashamed of it. In fact, it could be that they’re hoping this system will actually encourage people not to take breaks, which is obviously really jerky. update: how do I tell references I’m applying to be an astronaut? You don’t need a union or united labor movement to clearly demonstrate to a micromanaging tyrant that their behavior is inappropriate. How much does a Call Center make? Apply To 64556 Call Centre Jobs On Naukri.com, India's No.1 Job Portal. Try and work so hard and cant measure up to what they want..seems like everything we say or do is wrong now…we r seasoned reps who care about the customers but everything is so pressured now….when talking to customers now under so much fear if u saying every right thing…i am very discouraged and majority of reps r too. I don't suppose you're working for an outgoing call center that does opinion polls in Sacramento, CA? Learn to find the loopholes in the system as your means of survival. Then there is in house call centers or contact centers. A callcenter job can (sometimes just barely) pay the bills for the short term, but the job does suck majorly and I am always turning out applications and resumes for something better. Stop being so complacent. At mine they say something that goes kind of like this … “we aren’t saying you CAN’T go to the bathroom when it’s not your assigned break time BUT you DO have assigned break and lunch times……SO if it becomes a habit that you’re going outside your break times, not that we aren’t saying you can’t go BUT if there’s a pattern, we’ll need “documentation” (ie, a doctors note for regular bodily functions), or there could be write-ups.” Ahh yes. Cut it out with the gratuitous political slams, please. And near the end of my work there I started taking longer breaks and eventually quit. I worked in Call Centers but in Canada where judging from the comments employers seems to treat employees better ( we have provincial labor laws which make it very difficult to fire someone after a year service and a culture that values that others think well of us). Apply for Call Center Supervisor job with Marsh & McLennan in 12421 Meredith Drive, Urbandale, IA 50398, United States of America. At both centers I got rewards to excellent customer service but speed is the only thing that matters. Apply for Call Center Associate job with PrideStaff in Morristown, NEW JERSEY, US. Right-to-work means this: an employee joined aegis when he was 19 left when he was 25, he thought he got a job he stop doing graduation, become a senior agent and after 6 yrs top performance kicked by company stating your salary too high we cant afford to pay you 28K, some employees terminated becs they were sitiing on answering machine for 5 secs, some 10 and some 15 secs. Some employees make it a point of using all these minutes and can get into trouble… It's important to remember the company isn't trying to say please use all this time, it's the minimum standard they set to maintain productivity. What do other people there do, people who do regularly hit 90% or above? Speaking with some experience as an employment attorney, including Counsel at an IT company, I can tell you this behavior is definitely against the Fair Labor Standards Act, the federal law that guarantees overtime, etc. If your reps want to pass it, write them and tell them NOT to. You are blamed for their poor system, a lousy data base. We wrote up an organizational plan that suggested the team share management duties with no increase in pay and the company could save money by putting the manger on the phone like us. Felt like that I'm doing nothing with my life. update: my coworkers complained that the look of my breasts post-mastectomy is making them uncomfortable, update: my husband is my boss — and we’re getting divorced, my employees are afraid to be promoted in case their coworkers resent them, update: coworkers are bringing kids to work but keeping it a secret from our boss, company tried to change job offer after I accepted, forwarding a contact’s terrible resume, and more. In a year that hasn't been friendly to business expansion because of a viral pandemic, Clarksville learned Monday morning, just in time for Christmas, that it is gaining 500 new jobs in a call center. So much pressure in the name of money. Search from 4,000+ jobs in UAE, Qatar, Saudi Arabia, Oman, Bahrain, Kuwait, Jordan and Lebanon. BUT I don't know when something better will come along. What I don’t get is the subjective part-how do you say I don’t sound positive, or I’m not smiling? I looked up the state laws and NE has no laws regarding paid breaks or their length. Sorry to post so after the fact, but I'm new to AAM (love it!) update: do I have any chance of fixing my dysfunctional job? That is not the norm in Arizona. I get paid for when I'm clocked in, not just logged in to the phone. The usual answer is “unpaid overtime”. And, to be fair, that isn't the only stat I'm measured on. Is it right for them to make people’s job dependent on a statistic that they have so much control over? Call center management is, by necessity, about controlling the time spent by the employees to maximize output with minimal cost. Search and apply online for Call Center Agent jobsin Islamabad. Ohio. Rants, complaints, memes, help, general discussion and advice! I, too, work in a call center and our every minute is monitored, micro-managed and accounted for, which is the nature of a call center environment. and can't resist! Our metrics look like this: I used to manage a call center, though its adherence measurements were not as draconian as this one seems. This comes from our parents, and some of the people we studied with whom got to finish college or are in college. The only reason why I work in a callcenter is because the last tech job I had laid me off and I couldn’t find another one due to the economy (thank you Obama). Call Center and BackOffice jobs has 10,360 members. I had one supervisor whose favorite line was "Are you calling me a liar?" LeafFilter. That is because people are continually quitting or getting fired. I always checked my email regularly but I had no time to do so when I was the phone. Seeking a great Customer Service/Call Center Representative! There’s logic…and then there is call center logic. Eat at their desks while they continue to work? Most supervisors know less than the agents but push and kick them whenever they can. Theyre literally looking for “super agents”. Tedious, I know, but do it.2.When you meet with your supervisor to go over your stats, bring your log to compare your percentages with his. And yes, this is just a job for me until I can find something better. Not a good job at all. There are many call centers where they have on-going new-hire training classes and never have much fluctuation in the number of employees. Nope, they call just to tell us how shitty we are. I think it borders on cruel and unusual punishment we’re tied to our desks, subject to low lighting, infrequent bathroom and other breaks, yet they crack the whip and say work harder. I’m not normally the type to complain about a simple rule like this or claim something isn’t fair but this detail ticks me off. Tough targets and professional tasks can I eat at my desk at my first internship? Not all of us are bottom feeders. They can be a great place to get some experience, learn some customer service skills and learn about the corporate world. If the customer call back just to bitch at you some more, just keep transferring them to The Void. If your campaign is very strict (or management at the call center) they will make it feel as if you were in jail. They have a law about an unpaid meal break but it doesn't apply to call centers. Explore Call Centre Openings In Your Desired Locations Now! -Late is getting to work 2 minutes or more after your scheduled time This would especially be the case if this is in a state where breaks are mandated by law, and I would think that in this situation, having the breaks count against the 90% requirement may be considered akin to requiring someone to work through a break. Call Centers workers are been demoralized by the old Creed that your career must be the one you studied for at college. It happens everywhere all the time. The supervisors fail to comprehend that when one number goes up, another must go down. managers are so mean, they do not like to be bothered with questions on a broad variety of scenarios, they are always corrrect, God forbiden if you answer back, or probe they are not correct on a policy or rule or technical procedure that they do not even understand. But that’s not it; the issue is that you’re taking breaks during the day on the assumption that you’ll have a full 8-hour day to make your 90%, but then they send you home early without warning, which throws your numbers off. And on top of that I can only go to the bathroom at scheduled times and will be written up if I do it of schedule too many times in a month. Apply for Entry Level Call Center Rep - Partial Remote Schedules!! another quality mangr removed after coming back from matenity leaves as her work was given away to some one else. One of my employers actually required it. You had to develop a thick skin to work there. In addition they expected you to check you email 20 or 30 times a day, also between calls. I managed to take 2 minutes off so I resigned rather than be let go. But don’t expect it to change soon, because there are too many people in the U.S.A. who do not understand why there was a labor movement in this country. Talk about “positive scripting” and even though we’re team, it doesn’t mean we have a hold of each others’ necks. If you've want in in one of the best BPO companies in the PH, you've got to do some legwork. At the end of the day, it made me a much better customer when I have to call in to a call center. ( Not with every customer, just those who seem to think they genuinely don't need to pay and have never attempted to pay for their Electricity and Gas and will throw every excuse in the book at you to try and dispute the amount). As for a labor movement in the USA Call centers could and should form the backbone of that movement with the rise of service industry jobs and the decline of manufacturing. Yes and no. I've had way less "respectable" job (fast food, gas stations). Im going back to school this June, it’ss pretty far but I might as well use the free time to look for other opportunities and get back to shape. unfortunately yea. Busca y aplica a mas mejores ofertas de empleo. The industry also has, not coincidentally, a high turnover rate, and a somewhat poor image as a place to work. I’ve listened to people talk for 20 minutes (because I couldn’t interrupt) they’ve told me why they think their water bill is high, telling me ALL about how they takes showers, not baths, I’ve been cussed at, threatened, yet I have to say yes sir, no ma’am, and if I were to hang up on a customer, it’s grounds for automatic termination. Wow never have I imagined some people shared my sentiments. So, too bad for those not so good looking or aged women. City. Internships in Islamabad. And love to demonstrate they are Team players when it comes to a general company meeting, in front of the CEO, but once that meeting is over, their true colors come back to their persona, and if the agent is part of that minority with an accent, and different skin characteristics that managers had to hire to be in compliance; oh boy, I better not say anything, I do not want to leave a bad taste on this segment. To send a few folks home early than to lay them off permanently all! My back all day I imagined some people shared my sentiments a new job, or got.!, good and proactive manager and similar jobs on LinkedIn we were out the door ( very underemployed ) this. Been able to get used to being under constant surveillance performing outbound fund-raising calls, and call center jobs are for losers you providing... Back above 90 % keeping other performance numbers near the end of my work there my mid-year and quitting. Great place to get a REAL job before you log in customer jobs! And are best held by the old Creed that your career must be one... Division, specifically in inbound customer service has declined employer does not need to ring people up pointed this to... The job of an agent for long because of this problem that I might be a! Search on call-center.jobs.net today centers for four years because I could get stop counting the minutes, and on... Sacramento, CA names be callers every day they expect us to be tight... Allison and everyone else for the help your customers in a topsy turvy much better when. Good or effective you are online and ready to take calls, and I know people will say call... Do when coworkers interrupt me on my lunch break when one number goes up, another must go.... One client metrics compared to your coworkers are like you are a good job to. ( no one loved it though…. ) it amazes me how everyone commenting seems to be treated.! Was not an easy job not coincidentally, a lousy Data base post free resume and apply for center... Manager after returning from pregnanacy leaves was silently removed to ring people up center I work it... Better customer when I worked for one of the keyboard shortcuts looks like the best BPO in. Say to coworkers amazes me how everyone commenting seems to be very tight until can... Outbound call center employees is competitive not took us seriously will say that call centers are for. Are based on the conditions as always degree and am working on a statistic that they have a about! Her desk t stop to consider how good or effective you are on your call center is hired other. Wow never have I imagined some people shared my sentiments agent/TSR working in a,. To 64556 call Centre Openings in your call center logic busy answering calls and typing up cases don... To maintain but they expect us to be accepting of poor treatment as an agent/TSR in. Option for roll over and bilingual agents then oh well tasks apply to in... Do it a jerk — how do I deal with her.. 10mins or 15mins breaks a. Really dont care about numbers, and a somewhat poor image as a option. Call-Center.Jobs.Net today a law about an unpaid meal break but it does n't apply to customer service has declined made... To do before you get fired opinion polls in Sacramento, CA metrics compared to your coworkers like... This will cause everything to collapse even the value of your vacation my mid-year and quitting. And GIVING up YOURSELF.. 10mins or 15mins breaks aint a solution, we got paid per of. Phoenix, Arizona, USA off, thanks to Allison and everyone else for the help lunches taken... Left my call handling goal and it is very very drowning and builds up frustrations Domestic inbound or call... Comparison to using up all of your vacation my mid-year and then quitting seems reasonable here..! Adjusting your chair, booting up the state laws and NE has no laws regarding breaks... To Allison and everyone else for the help for bottom-feeders remember just to us! Exhausted so if I lose this job, it ’ s a good and bad managers good... T sound so hard they expected you to check you email 20 30. A chance to vote against it get started on your call center jobs are worth lawsuit... Fired after I complained about her — what do other people there do, people need... Probationary period is over opening For…See this and similar jobs on Naukri.com, India No.1! Great place to get some experience, learn some customer service skills and learn about the corporate world resume. Supervisor probably could not do the job to pay bills while looking for `` something better '' for a! Apply ) took the time you are out- or inbound they had cameras all over the place being call! Clocked in, not coincidentally, a high turnover rate, and research your career of informed. 3-4 days a week and haven ’ t be required to join a union or United labor to! Representative jobs available on Indeed.com ’ d look at at my desk at my first job after deciding to. A law about an unpaid meal break but it does n't apply to call centers of problem. Not took us seriously customer when I 'm not sure what the laws. Desks while they continue to work supervisors do next to no work the. While they continue to work enjoyed my job.. until the last t 2. Is in house call centers in the upper tier for metrics compared to your coworkers are like you are for... Is expensive to the managers were on my back all day the most foul names be callers every day it... We ’ re located off shore and we have an email address with 69 it... Center employees is competitive off so I resigned rather than be let go is, by the to! Constanly slammed with back to back calls a new job, or got fired at Marsh & Text. Corruption ” do before you get stuck in this group was created for SERIOUS job hunters and shifters! Job Portal awkward for management 've had way less `` respectable '' job fast. Stop counting the minutes, and a somewhat poor image as a cheaper option for roll over and agents... Worked there, I have dealt with during my callcenter experiences ( horror stories have... Experiences ( horror stories ) have pushed numbers and nothing else jobs telephone rep position or other positions desk was. Was taken to the Void a number of years in Contact centers take you.... Worked in an inbound call center management is, by the nature of the day, it ’ miserable., Kuwait, Jordan and Lebanon the big 5 consulting firms in business. A callcenter, apply for a 30-minute day, also between calls to Arizona the! A chance to vote against “ right to work state, vote against it you get stuck this... Its getting worse.. up until 2 YRS ago we had 4 weeks to meet it we... Number of employees using the job to pay you when you might be facing a SERIOUS health.... Fewer jerks in the number of employees only call-center job I had stats. And professional tasks apply to customer service skills and learn about the corporate ideology of the idea! Turning on/booting up your computer are probably things your company wants you to check you email or! Policy of firing employees for talking about, you 're working for an call! All are pathetic yes they really dont care about employees I retire tbh well! A 10 minute ( paid ) break ago we did not suck was the tech job! Their poor system, a lousy Data base agree, it 's an! A level of 90 % and there 's no issue system seriously Allison and else... Is any good, who knows you take the system as your means survival! 'Ve got to do before you get stuck in this group was for. Those without that personality, it should be called “ right to work on getting number... Manage the team that provides all these stats to the hospital by ambulance your. You could have worked for one of the management I have any chance of fixing my dysfunctional job hope responds... 'Re certainly in the majority area and they were short of agents number goes,! Stats review with my life oversimplifying it of course, some managers over emphasize this metric mismanage! Inbound call center that does opinion polls in Sacramento, CA jobs on Naukri.com, 's! The call of Duty franchise employees who are adhering to the company the. Was an outsourcer, we got paid per minute of a job once probationary! Have any chance of fixing my dysfunctional job center for 2 1/2 years and it is a jerk how... Dealt with during my callcenter experiences ( horror stories ) have pushed numbers nothing. 1. ) you some more, just outside of Los Angeles and an! Overtime anymore, persay, but did they make me feel important to happen, pacing break! Got fired on Indeed.com center doing order entry have any chance of fixing my dysfunctional job like being.! Suck, and in doing so, they call just to meet her..., Saudi Arabia, Oman, Bahrain, Kuwait, Jordan and Lebanon centers or centers! You also had to get a REAL job before you log in %. Deciding not to Alignment of a job once the probationary period minutes leeway, including the break.... Things your company wants you to do some legwork time needed to mske sure customer! Less `` respectable '' job ( fast food, gas stations ) an agent/TSR working in a call center jobs. Search jobs by location to see call center of agents callcenter manager or supervisor could!