Reply to Small business owner - Found an employee watching videos on her phone. WWYD?

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[quote=Anonymous]I work at a helpdesk, and our work is probably 90% inbound. How busy we are varies a lot and it is a given that videos, reading, gaming etc are fine when we have slow time. Sometimes I track issues I have worked on and escalated to see how they have been handled or otherwise do things directly that further inform my skills, or pull up optional corporate training (we're supposed to do a certain amount per year based on our own preference besides required training), but otherwise I read (not into videos or gaming that much) online or a book. I'm familiar with the "if you have time to lean, you have time to clean" concept, but cleaning stuff that is already clean is pointless and insulting in my book. (Also, in my job, if we are working with a client at the end of our shift we are there until the issue is resolved, except if we go 4 hours past the end of our shift we can ask to be relieved. There have been many times over the last several years when I was on a call 2 to 4 hours after my scheduled end of shift. There have also been many times when I have worked hours past the time I should have had a lunch break, and in many of those cases I could probably have found a way to get myself off the call but I was committed to getting the issue fixed the first time. So there is a trade off).

I would definitely structure the checklist so that workplace chores are done efficiently, not just as a way of filling time. The other part is whether the person can be counted on to be attentive to customers and ready to go when the workload becomes intense (I may have missed something, but I found it confusing that it is a cleaning service but customers walk in??).

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