I’m really just here to vent. I’m already in the process of looking for a new job.
I work from home for a large health insurance company. I work in a customer service department that is specific to retirees of one state, taking calls for questions about their health insurance plans/coverage denials/appeals/etc. I consistently hit 6/7 of my monthly metrics. I was top performer in my department last month.
However, when I have my monthly one on one with my boss, it feels like none of that matters! My boss will “grade” ONE call per month (usually will play it out loud during our meeting and grade it in front of me). I can have over 200 calls in a month – but my boss only listens to one and my “success” at how well I am completing my job that month is based off of that. And if that one random call that was pulled is not a perfect 100 – the rest of our hour is spent harping on what I did wrong. Regardless of how perfectly I executed the other 199.
I don’t expect my boss to be able to listen to and grade a ton of calls per month for everyone on our team. And since I do consistently hit my goals, this is not an every single month problem. However it has happened multiple times where the one call that was pulled was not executed perfectly (the issue is always me not making a PERSONAL connection with the caller, the issue is never me breaking any policy or giving out incorrect information). I’m just so sick of genuinely doing well at my job and then being brought down every other month when the single call pulled & graded missed the “personal connection” they want me to make.
How is it I’m a “top performer” but leave my 1x1s crying or feeling discouraged every other month or so because I didn’t form a personal connection to the caller on the single call my boss just so happened to hear? I have cried with callers talking about their spouses who have passed away, I have spent over an hour consoling callers who just got diagnosed with a devastating illness or disease, yet none of those personal connections matter because no one hears those calls.
Idk. Crossing my fingers I’ll find something else I fit into better soon. Thanks for letting me vent and thanks for reading if you read this far.