Dear T.K.
In your letter to employees, you addressed that we will be open and accountable and data driven. I sincerely agree with openness and accountability. I loath data-driven. Let me explain. It is not due to dislike of data nor is it due to disagreements that data is useful. Keep reading and you will understand why the statement sickens me:
One of the recent major issues employees, especially those in frontline and escalation support, have had is that attempts at being data driven were poorly implemented and leadership refused to listen to any reason. They refused to listen to anyone where it went against the poorly modeled data. It created a serious abuse of the frontline and escalation support teams, both by leadership and by customers.
We are very, very weary of this data driven model. It has been a serious disservice to support teams and we have experienced a massive loss of exceptional talent. Those of us left are burnt out trying to hold up the weight that was left. No, PTO doesn’t help much; it simply results in heavier loads when we return.
We need leadership to listen when our direct managers speak out. They are our voice, and it necessitates leadership consideration at a heavier weight than what the “data” shows. All data scientists well know that data can and does lie.
Welcome aboard! I sincerely hope we can expect better things going forward.
Your Support Teams