I manage a relationship call centre for a medium size (but growing) charity. There have been a number of times so far this year where I've been keep out of the loop on various issues ranging from, new projects and resource offers (which my team have to deal with any responses), internal procedures and systems thought to not being told that this morning we would be with out lighting for the first hour and half while new light fittings are put in our room (not great to have engineers banging round when we are taking incoming calls).
I’m feeling a little frustrated and marginalised in my role (I’ve been the team manager since Sept 2002). We are in the process of a change over in Senior Management, which is a massive thing for us but at the same time I and my team still need to deliver the org services to our constituency. It doesn’t make us look very good when we hear about things from a constituent.
Am I right to be concerned?
Anyone got any ideas on how I can approach this issue beyond having to address/chase up each issue when it happens (which have been doing by the way).
The podcasts are fantastic, I’m a first line, manager with aspirations to develop through middle to senior management and leadership the casts are really helping me focus. I only stumbled across them when I was looking for something else. Keep up the amazing work your both doing.