I work for a Fortune 500 tech company in a highly technically demanding phone support queue for high-end hyperconverged enterprise servers. The skill ceiling is high and the training was utterly worthless and for the last 9 months of working this post, my mental health has taken a bad beating. Whenever I have tried to call attention to the flaws in the system I get ignored or bullied by management with the “you’re lucky to have a job” BS. Me and my teammates are always busy and if I had to put a percentage, an average day has us working on some case or another for our customers at least 85% of the day. Often times we work late. We have been crying for headcount for months.
So they get this great idea to combine our chat and phone queues into one “super queue” and I about came unglued. I told them that this wouldn’t work and just a few days into this experience, me and my team are showing that our queue has gone from almost constantly busy to being underwater with work and the bosses are cracking the whips to get us to take that next call or chat. I’m literally stressing myself sick staying up late because I’m too worked up to even sleep.
I am not sure what I can do in this situation. I confronted management and they basically told me they didn’t care. My coworkers and I are miserable. Short of trying to document every time they crack the whip and our service level so I can be the patron saint of malicious compliance and rub it in when I told them I was right, what should I do?