Work Schedule

As per my previous post. The outcome of that nite shift was 5-2...Yeah. I've got 5 calls on that nite, while my mate got only 2 pathetic calls for the whole goddamn nite!!! But then again, it ain't that bad afterall. My last call for that nite was actually around 2:30 in the morning. I was drop dead asleep after that.

Today, I’m gonna talk about time scheduling. It is an essential matter in a call centre to have an effective time schedule in an effort to manage the incoming calls and also to make sure that there’re always a full force of people on the call floor to manage those incoming calls. Any slight error on it, the results/outcomes will be unbearable for the management as well as to the agents themselves.

As far as I know, normally call centres designed the time schedule based on 3 types of schedules ie. Daily, weekly and monthly. You might be wondering :” WTF is that?” Ok, allow the humble me to explain these in lay-man terms.

Daily – The work schedule changed on a daily basis. Meaning One might be working morning today, then maybe afternoon shift for the next 2 days, after that maybe working on nite shift for the next 2 days, and then that agent will get his/her deserved off days. And the cycle will rotate again the next week.

Weekly – Same like above. Instead of changing on a daily basis, that agent’s work schedule will change on a weekly basis. Meaning, this whole week you’ll be working on morning shift. Next week, you’ll be working on afternoon shift, and perhaps the week after that, you’ll be working on nite shift for a week. And the cycle will rotate again next month. And no, you don’t get to rest for one whole week though. Fat hopes!

Monthly – This is the toughest bitch shift of ‘em all!! Just like the above pattern. For this whole month, one will be working on morning. The next month, one might get assigned to work afternoon shift for a month *how I wish I can get this shift*, and the next month perhaps one will get nite shift for a month and so on so forth.

Rite. So now you got a better idea on how shift schedule runs in a call centre eh? Perfect! The abovementioned matter might get all jumbled up, depends on the mood of those standalone department that is in charge of preparing the schedule.

In any circumstances, should one agent have some other arrangements that he/she couldn’t make it on one particular working day, that agent will be able to arrange a change/swap of shift with his/her fellow colleague. But of course, it all comes down to 2 major factors:


1) Mutual consent among those 2 colleagues
2) Approval from those above

If the abovementioned major factors are met, then the change/swap of shift will get through smoothly.

Now that I’ve explained all these to you, you should have a rough idea on how things are done rite? Good! Here’s the ranting part.

This week, for no apparent reason, 2 of my mates and I are assigned to work 5-6 days of morning shift in a row, with one day break in between. That makes 3 of us, having the same kinda shift. Just to let you know, my department’s work schedule is running on a daily shift basis. Can anyone farking tell me how the hell this kinda shit shift happen to 3 of us on the same goddamn week?!?! You might be thinking: why didn’t your mates and you go & do a shift swap? Yea rite, those fucking bitches/b-tards even limit our amount of times to swap/change shift in a month!!! WTF?!?!? Then what’s the fucking point of working in a shift work kinda environment when they even wanna control this kinda thing? How dictatorial can they be?!?! Furthermore, I FARKING HATE MORNING!!! WTF are those tossers doing up there?!?! Wanking their way outta their job by simply slot in our names?? If that’s the case, even I can do that task with a flip of fingers!!! Bunch of retards!

That’s the end of my rant. Gotta start this shit hole work now. Goddamnit!! Tossers!! Wankers!!!