How to deal with difficult team leaders in a call center?

I've just recently started working for a new call center and it's been difficult adjusting because of the work culture that our team leaders show. This is how difficult they are: 1. We get tons of calls everyday and when you go on aftercall work mode even for just a few seconds to breathe & rest your mouth, the nearest team leader would tell you to go auto-in a the loudest voice he/she can muster for the whole prod floor to hear. 2. We are highly discouraged to go on bathroom breaks during shifts even if its bioligically impossible to dictate ones bladder to go and p*e now even if it doesn't want to! 3. They tell us to hold our lunch breaks if there are more than 60 call waits. Plus, they tell us to log-in early if there are 4 call waits even if your shift is not supposed to start yet. You can always say no but expect to be given the cold shoulder later on and be branded as someone who's uncooperative. 4. They put you in a queue you're not trained for. So you end up supporting a product you don't know or know little about. If you complain about the insuffecient training and NOT the extra job, you're branded as the difficult member of the team. With those things said, I know for a fact that comparing your present team leads with your previous ones is not really helping. I consider myself an assertive person however with how they tend to behave, it's hard to talk to them for fear of being humiliated or worse, backstabbed. With my team's bottled up frustrations, we ended up gossipping about them w/c isn't right and at the same time healthy. Just thinking about how we dissed the team leaders behind their backs leaves me feeling miserable and disgusted whenever I get home from work and alone. Any ideas?

Asked By: neko - 9/21/2009
Best Answer - Chosen by Asker
I have been an executive recruiter and employment specialist for 12 years, and I have placed MANYcandidates in call centers, and I've never heard ANY of them say that working in a call center wasn't stressful, demanding, and in some cases, a complete nightmare... More
Answered By: Alamo.City.Gal - 9/21/2009
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