Team Leader tried to contact me during my annual leave - did I do the right thing?

[PinkStarAtNight]

So I posted last week I think about micromanagement in my call centre job and described how awful I'm finding it. It just got worse.

So I'm on annual leave this week, 17th July-23rd July. Booked weeks ago, all authorised and showing on my schedule so no confusion about whether or not I'm actually meant to be off work. I'm definitely on AL.

This afternoon I noticed a message on WhatsApp from my team leader, that had come in at 16:49, saying 'Hi Pink, hope all's well, could you give me a call as soon as you're free please?' I then noticed I'd had a missed call from her at 16:48. I was a bit confused and so was my boyfriend. He then made me doubt myself by saying 'are you sure you're definitely on annual leave and haven't got the dates wrong??' so I logged onto my work laptop and checked my schedule on the HR site, yep all there and approved, I'm definitely on AL. I then checked my work emails and there was one from team leader with the subject 'Last week's stats' that was sent at 16:26 and said that she had just been checking my stats and she has noticed they have dropped since the previous week - is there a reason for this? Can you think of any support we can put in place for you?

So obviously she was wanting me to call her to discuss my stats. I did think maybe she has forgotten I'm on annual leave...but I also logged onto Teams and there were no messages or calls from her on there, and Teams is ALWAYS the way that she would contact me in the first instance. We got told this during induction, that your manager will always reach out to you on Teams. I think the only reason she would avoid Teams and use WhatsApp is because she knew I wasn't working so wouldn't be logged on and see anything on Teams.

My boyfriend told me not to call her, that its completely unacceptable for her to be trying to call me about my stats when I'm not working and that I need to make it clear (in a polite/friendly way) that I'm not ok with that. So he suggested I send her an email explaining that I'm on AL and not really available. So I did...I tried to make it polite and friendly. I said that I wasn't sure whether maybe she had forgotten I'm actually on A/L and that I'm a bit busy this evening and have plans all week because I'm on holiday so is it OK if we have a catch up when I'm back in work?

I'm now really worried that this was the wrong thing to do and she's going to hate me for it and find a way to end my contract. Its a temp contract with a probation period which ends middle of November and whether or not you get kept on depends on your performance, your stats, your adherence, your compliance with the lateness and absence policy etc...boyfriend said they can't fire me for not being available on my annual leave and I haven't had any lateness or absences, but as she's just said my stats have dropped...I'm worried she's going to have me down in the bad books and be on the look out for an official reason to end the contract early, and I'm guessing she definitely won't be extending the contract after November. I suppose I don't really want to keep working here anyway, but then again I need a job and I'm now second guessing myself thinking it was stupid to 'put my foot down' and send that email basically saying I won't be available for calls this week, when really I need to keep this job.

I've worked in other call centres before that have been awful for all the normal reasons, but never ever had one that has called/messaged/emailed me when on my days off or during annual leave. I thought that was just a no no for all companies...or AIBU and should have agreed to call her and discuss my stats?

Also just to answer any questions about stats before people ask... I'm new to the job, only been doing it 2 weeks (after 4 week training and a pre-booked hol last month) so the stats she's referring to are my stats for 2nd week. In my first 1:1 she was gushing with praise because the target for week 1 was set at 45% productivity and I had actually come out at 68%. The email says that last week (my second week) dropped to 54% productivity. I think this is because I had 4 calls last week that ended up being really long and complicated and the person was wanting to complain, because I'm new I had to call the support line for help with them and even they had to go consult someone else, then come back to me and explain what I needed to say/do and then I had to go back to the callers, talk through everything, then write out lengthy emails to different departments and go through lots of processes...so I think that's why my stats have dropped, because they're based on how many calls you take per hour. Its fine for her to want to talk through this, but surely not when I'm on pre-planned annual leave???

I've been left feeling really stressed and upset by this and wondering what to do now. Obviously dreading next Monday. So...AIBU?

If she brings it up, you say ‘I was on AL and couldn’t come into work’. If she says it was only 5 minutes, I’d just say, ‘but I couldn’t work, and I was on leave’. If she pushes, I’d ask her if there is a policy on this as it’s difficult to arrange to work whilst on leave.

She knows full well she’s in the wrong. I’d be deliberately misunderstanding.

Absolutely agree with this. You need to keep your boundaries. It's horrible she has done this - annual leave is meant to help you rest and recuperate & she has now ruined that for you. If that's the culture, id look for another job.

Basically in the UK they can.

https://www.mumsnet.com/talk/work/569282-can-employers-contact-you-when-you-are-taking-annual-leave

She was in the wrong for not telling you in the WhatsApp what she wanted to talk to you about. Or, indeed, starting it with “Sorry to bother you on holiday but…”.

Your boyfriend sounds fab.

That thread doesn't answer it.

Work knows not to contact me on AL.
Unless it was really and I mean really really really important.

Only a few people have my personal email.

If someone contacted me and then tried to use my lack of response against me, I think I would speak to my Union.

If, when you return and have a chat, she gets shitty about you not dealing with this during your holiday, ask her what this official company policy is about contacting staff members about non-urgent matters during their annual leave. Chances are she will choose not to escalate.

I think what you've done is fine. If she's contacting you to discuss your performance while you're on A/L then she's being unreasonable. Different If she's ringing to ask you if you're willing to provide cover or I wouldn't mind a quick question that allows things to run smoothly while I'm off but i wouldn't take a call while I'm busy or if I have plans. If you're stressed about it you could ring her to get it over with but it depends on whether you'd find the conversation beneficial to you or not. Plus I think it reinforces the concept that you're available even when you've already said you aren't. Learning to hold your boundaries in work is a key part of professional progress.

She's being a dick. Your manager shouldn’t contact you unless something absolutely time critical when you are on annual leave. I would never contact any of my team

my current boss late on Friday sent me vague catch up meeting for 9.30 today. I was thinking about it all weekend even though I knew if anything he would have spoken to me direct. He apologised to me for not thinking

please block her on your personal phone and do not give her any more headspace

https://www.mirror.co.uk/news/world-news/can-employers-contact-you-outside-25427490

It has UK information

Interesting article on Leavism

Can managers contact employees on annual leave or is this always bad management practice? | Croner-i (croneri.co.uk)

Mind you today I was listening to an article about people WFH who then decide to go on holiday but combine their business and leisure together - Bleisure. So spend a few days working, have some holiday, more days working, other days on holiday - all in some nice location.

Some countries the employee has a legal right to disconnect from work when out of the office.

To be honest I think it’s all about how much you care about the job. I have worked with my employer for 10years and I always say only call me if it’s urgent. It’s literally just a call when it has happened and hasn’t really effected my AL.

Likewise, if my Director called me to give me an urgent appraisal during my time off I’d be pretty annoyed and could not continue working there.

So basically she's/he's totally ruined your AL! Address this with the person in charge of the team leader. Not a great way to lead a team by overriding the rules of engagement (set out via company policy) to contact employees on holiday!! Explain that you hope this doesn't lead to discriminatory practices against you by said TL in the future because you were not available to "discuss your failings" whilst on AL......Remind the "boss" that if it's company policy to be available 24/7/365 then you shoul have been informed during induction and wouldnlikeba meeting with the area manager to discuss induction policy......Use a bit of professional language and gently remind them both (indirectly) that they both answer to someone higher up and make it sound as if you know exactly what your rights are should you be discriminated against in November. They usually shit their pants!!! Keep all texts emails take screenshots etc and prepare to sue! They don't own you honey, if the shtf you'll get compo for such underhanded behaviour from a nobody. Chin up xx

I think you said you emailed her with a long explanation of why you weren’t available. I’d just have replied to the WA myself “Hi X, I’m on leave this week, is this something that can wait until I get back?”. Puts ball in her court to explain why she wants to talk now, if that is indeed the case.

I think I'd have replied to the WhatsApp saying I was on leave and ask if it was personal or work related. If she then said work, I'd have said I'd contact her as soon as I return and then mute the conversation.

I always mute work WhatsApp when I'm on leave.

Once again, thank you for the ongoing support/replies, its really helpful

I have just logged onto work laptop again to check the weekly stat targets because I can't get it out of my head...and I'm now even more confused!

So firstly I went on TEAMS again just to double check she didn't message me on there. She didn't send a message, BUT I noticed there were 2 notifications on the 'activity' tab that I didn't clock before, so I clicked on there and saw that she did actually try to call me on TEAMS twice at around 1pm, a few minutes apart. But then no other messages or contact until the email about stats at 16:26 and then the call and following WhatsApp message. I'm now thinking maybe she HAS forgotten I'm on A/L and that's why she tried calling on TEAMS in the afternoon...but its still strange that after not being able to get through to me and surely would have seen I'm offline, she didn't investigate/call me earlier in the day to ask why I wasn't working? There's no attempt at contact between the TEAMS calls in the afternoon and the email/phone call on private mobile/WhatsApp a lot later on at around 4:30 that was about stats. And no mention of me being on hol or asking why I wasn't working etc...

ALSO, I've looked more closely at the email about stats, that is clearly labelled 'last weeks stats'- she has screenshotted the bit of the excel spreadsheet that shows the stats and it says my name and then the W/C date - the W/C date is 3rd July and it says 54% productivity. But W/C 3rd July isn't last week? Last week was the 10th July.

I had my first one to one meeting with her on the 10th July, during which she told me 'last week your productivity was 68%'. So I've already been told my productivity for W/C 3rd July was 68%, but the email from today says 'last week's stats dropped to 54%' and the screenshot states 3rd July.

I'm really really confused and soooo stressed 😭

A lesson for us all ....have a cheap phone for work and another for annual leave. Say sorry I turned my work phone off/left it at home because I'm not at work and on holiday. Don't have anything work related on personal phone.

This is such a shame you shouldn't even have to think about this when on AL.

Have you both exchanged personal mobile numbers? Or has she got your number from a HR file or something?

Oh also to add to the above I have checked the targets for each week...

Week 1 - 45%
Week 2 - 50%
Week 3 - 55%

As I said before these are not the weeks I've been employed- we were in training for a while. These weeks are the weeks in the role. During 'week 1' I was on hol (pre-booked at interview) so last week was my second week doing the role. Target for 2nd week is 50% - but the email is saying 54%.

So it seems the issue is not that I haven't met the target for 2nd week but rather that I've dropped from the 1st week during which I was at 68%. But in actual fact both weeks I was exceeding the target. It also seems she's confused about what week I'm on, because the email says 'last weeks stats' but quotes W/C 3rd July.

And even if W/C 3rd July I was doing 54%, thats in direct contradiction to what she told me in my one to one meeting on 10th July, because on that date she told me 'last week you were at 68%'

STOP THINKING ABOUT THIS.

So he suggested I send her an email explaining that I'm on AL and not really available. So I did...I tried to make it polite and friendly. I said that I wasn't sure whether maybe she had forgotten I'm actually on A/L and that I'm a bit busy this evening and have plans all week because I'm on holiday so is it OK if we have a catch up when I'm back in work?

I'd have handled this a little differently to be honest, especially with it being a new job, I'd have very briefly explained about the stats from the week before as you put in your OP, but then go on to say, I'm actually on A/L this week so do you mind if we have a chat when I'm back next week?

that way you are being accommodating (for a new job) but you are also pointing out that you're not up to being contacted on A/L.

Asking her if she minds if you talk next week is a clever tactic, because to take it any further she would have to say she DOES mind and wants to discuss now.. not many people in senior roles would actually follow through with that because she knows full well she shouldn't be contacting you when you're off, so she wouldn't have much choice but to come back with 'of course I don't mind' (even if she does!).

Don't worry about it though OP. Don't do the 'not readily available' bullshit though, it just makes you look a bit petty, like you're saying you haven't got the time to respond to her when you've literally taken the time to email her to tell her you just haven't got time to email her about it, plus if she sees it on MN, she'll know you certainly DO have the time to talk about it!

I once worked in a call centre and hated it. We had to follow a script as though we were robots and there was constant pressure to reduce our call times.

I spoke to many customers who said they’d just been talking to one of my fellow agents, but had been cut off. This always happened right at the start of the call, before the agent had taken their contact details. Funny that.

I could easily have improved my stats by hanging up on a few customers, but I didn’t really want to do that, so I left. I only wish I’d left sooner. Life is too short for that shit and there are plenty of easier jobs out there for the same pay.

The only time I’ve been contacted by work whilst on annual leave was when my manager urgently needed my password for a website we used. OP, I think your team leader’s behaviour is awful. Leaving that message at the start of your holiday was a real dick move.

Relax, enjoy your holiday. You only live once and you are only young once and on this planet for a very short time.

Your boyfriend sounds very grounded. Together, I think you should find a new job as soon as you can. Let that be your resolution. From the sound of you, you are too good for that firm and can well do better things.

STOP, step away from the laptop. You are going to drive yourself mad. You are ruining your own leave at this point.

She tried to contact you on teams, found out you were on leave and then decided to call you on your personal mobile o discuss something that is now history and cannot be remedied this week. Leave it alone until next week.

I'm so tired of control freak management leaking nice people like you feel bad. My oh has this. It's awful. It's no way to nurture people so they're productive. It's stressful and negligent. But sadly in modern Britain its seen as ok.

You were right not to answer. Try to set boundaries over wrong treatment like this in a polite way. As you did. The rest of the time, head down, let it wash over you. The stress of stars is not worth it.

I'd personally be looking for another job in the meantime. Places like this ... It's the culture. You deserve better.

that way you are being accommodating (for a new job) but you are also pointing out that you're not up to being contacted on A/L.

I disagree, it sets the tone for your employment and says you are quite happy to be at their beck and call 24/7.