So I recently got a new job in a tech-adjacent field, despite having no actual tech experience other than being a younger millennial who knows how to Google until I find the answer. The job involves a lot of customer service though, which I have experience with in spades. Anyhow, I am learning a lot as I go, but there’s plenty I’m insecure about.
My job is phone-based and we have metrics we’re supposed to hit. I’m consistently at the bottom of the list in things like average call resolution time because I’m not as familiar as the other five techs. They also want that capped at 8 minutes which is ridiculous based on the kinds of troubleshooting we do, but two people usually average about 7 minutes and 30 seconds. I’m more like 12 or 15.
My supervisor contacted me today and asked me to come up with 3 personal development goals to achieve by the end of 2022. I asked for more clarification on the type of goals he had in mind and he said they should be individual and ideally metric-based. He said his supervisor was told to get them from me to add them to my file.
I’ve never had a salaried job before and so I’ve never really been asked this type of question. I don’t want to commit myself to a goal that can later be used against me if I don’t reach it, especially since I already feel like I’m playing catch-up on the tech side, and I’m not hitting the existing metrics. Does anyone with more experience have any suggestions or things I should avoid?