I LOVE IT WHEN A PLAN COMES TOGETHER
I recently came across the idea of rotating roles in the office.
It’s not a new idea.
It’s actually an old one.
But for some reason, right now, it resonates.
You see, I’ve been thinking of ways to improve one of our teams.
And this idea feels right.
Here’s the idea.
Each week, each team member takes on a different role.
During their week each team member has the opportunity to contribute and develop the function/role they’re responsible for.
The idea is that by moving roles around, that each team member can grow and learn while at the same time—avoiding the pitfalls of the mundane.
It’s a simple enough idea.
And so I’m pitching it to our support team.
Here’s how I envision the roles to break out.
The Air Traffic Controller
This person will be responsible for assigning incoming tickets.
In this role, this person will gain an understanding of the ticket flow and how to assign and resource effectively.
This person will manage the phone queue.
They’ll be responsible for answering phones, but more importantly, for getting other technicians on the phones when things get busy.
While phone calls only make up about 5%-10% of our support requests.
Responsive phone support is super important.
This person will be responsible for drilling deeper into tickets that will likely take longer than usual.
This could include tickets with multiple or complex questions.
When a ticket is tough to solve it can grow old.
We call these crusty tickets.
And crusty tickets aren’t good.
This role helps someone develop documentation and writing skills.
During the week this person will write a blog, post a tip, write a knowledge base article, and document best practices.
Writing is always a good skill to develop.
And this role helps to build this skill across the team.
I also thought of some other roles for future use.
This person would handle interactions with customers via chat.
This person would work on certifications or training activities for themselves or for the team.
They could research new training opportunities for others or build a small course for the team.
They could even put on a course during their week.
Our company is dynamic.
We like to try new things.
And we like to grow.
Weekly rotating roles.
Here we go.