Reflective Essay: The Agent Of Jersey Urology

You are sitting in your cubicle, waiting on the next call to come in. Everyone in your row and the next row over seems to be following the rules of what to do when not on a call. There is a break in between calls, so you stand up to stretch; however, when you look ahead a few rows you notice hoods of sweatshirts covering heads, and others with their heads on their desks. A thought runs through your mind, “Are they not afraid of being written up or sent home? Will their team lead or supervisor say anything to them?”
At Call 4 Health, one thing agents always have to be is ready. Whether the agent is ready for the next call, or a new client walking through the facility, agents are fully aware of what needs to be done. So why would some appear more respectful …show more content…
Cheryl did not have any interest in getting agents to like her. She abused her position of power quite often. While monitoring an agent on a call, Cheryl was hovering over the agent to the point where the agent felt uncomfortable and anxious. Once the call had ended, the agent told Cheryl how she felt and Cheryl’s response was, “I’m your team lead, I can do whatever I want.” That did not sit well with the agent. It made her nervous. On another occasion, Cheryl stated she was going to rearrange seating, the agent respectfully reminded Cheryl of her allergies and certain areas she could not be. When the agent questioned Cheryl as to why there would be reassigning of seats, Cheryl’s reply was, “I am your team lead, I can do whatever I feel.” Cheryl followed up by stating that if the agent had a problem, then she would take it up with Work Force. This worried the agent because she needed her job. However, the agent approach Work Force and told them of the situation. The agent thought Work Force would handle the situation; however, the situation just got