When did Operations turn into glorified customer service?

I recently began a job as an Operations Supervisor at a company. It was advertised as a role with a focus on improving workflow, optimizing and creating new procedures, and taking care of the overall flow of the company. My first day, I was handed a headset and told I would be answering questions for the companies various members.

Rather than improving workflow and creating procedures, I was basically just assigned to get to know other peoples jobs so I could cover them when they're on vacation or sick. I'd also audit their guides and resources to make sure they document new procedures, but the bulk of my job is just taking complex questions from different company members and helping them when one of their systems are down.

Ive heard this happen a few other times, has the role of Operations started to change on companies? I took the job to get experience to go deeper into management or start my own business some day, not to work a call center job with a fancy title. What should I be looking for when I leave the job?

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When did Operations turn into glorified customer service? When did Operations turn into glorified customer service? Reviewed by Louhi on février 06, 2021 Rating: 5

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