No, nothing Boyzone about this one but rather a look on a different work style in the same place. Let's see some of the advantage of my new position:

1. No need to log in to take calls. No need to log in means I can just stay away from my seat and linger around the office all day long. Linger around neaning I can lepak¹ all day long and still look like I'm working.
2. A relaxing mood. The agent will already taken the heat will confide to you for advice. After given advice with a few troubleshooting steps, you can get back to your place to do your stuff. Great huh?
3. Greater influence. I can get my place shifted, offer valuable ideas and various other information from my capacity to change the queue a little although some subtle differences would mean I will never have direct control. Go figures because I have to share the same responsible with A, my partner-in-crime which is a Queue Leader who handle daily operation handling of the queue.

Okay, every good point will come with a bad point.

1. There will always be a bad seed in the queue. Usually I'm the one to handle them. Damn.
2. The amount of escalations is enormous! I sometimes can hardly keep my hands on all of them. Usually I still have to get my men to participate in the escalation to ease of my burden.
3. I have to work with various people out of my department to ensure that our service level is meeting customer expectation.
4. And I have to write a lot of crappy marketspeak<sup>2

1</sup> Lepak = Loiter in Malay

² Marketspeak is invented by some idiots in marketing who doesn't posses enough intelligent for them to explain. They then used a different approach of euphemism to make sure the message is spread across with little understanding and yet, makes the receiver doubt whether the message received is correct. Example: "Maximixing effort to produce optimal performance for our engineering concern" or "Reduce resources while providing large aperture for technical department for room of improvement".