Travelink Company has a complicated case. It also has various problems which need to be addressed. Generally, the company experiences a shortage of labor with a large volume of work. The organization is forcing its employee to overwork to finish the large volume of work. The major problems in Travelink are poor working environment and inadequate management. Moreover, lack of cooperation from workmates and their seniors is another issue since the workers lack time to discuss some of the questions they might be having. The situation has been brought about by the increase in the volume of incoming calls while the number of agents remains constant and sometimes decreasing.
Being in Will’s position, I would discuss the problem we are facing with our seniors and the impact they are having on the service we are offering to the customers. I would also talk about the condition every time we have a meeting with the seniors to ensure they do not forget. On the other hand, being in Robert's position would be more advantageous because as a manager I influence the decision-making process. Therefore, I would discuss the importance of increasing the number of employees and also the advantages of treating employees better.
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My recommendation is that, if Will and Robert decide to stay, they should share Will’s document of problems with the manager. Also, they should give him the condition that upon implementation of the solution, they will reconsider their resignation and stay. Sharing the problem will save the company from failure and also, will help in the improvement of current employees’ condition.
A similar situation happened to me in my workplace. We were forced to work more hours than normal with a few minutes break between. The condition affected every, my workmate, as everybody was complaining of tiredness and fatigue. Some resigned but after some time, the management heard our complaints and solved the problem.
