Threats of formal support plan - can I defend myself

[lostatsea999]

Hello,

I'm one of the highest call takers at work and have found myself in a situation months on where they don't like my handling of calls, always something to criticise, perfect. The most minor things they are on me like a ton of bricks and it isn't nice to receive this when trying to deal with live calls.

I don't qualify for non-voice work as that only seems to apply to very long serving team members so it is calls back to back, with no margin for error it seems.
I've had cause to get their back up I suppose with asking for time off to attend medical appointments beyond my control and voicing my opinion when asked about the terrible shift patterns we've been working for the past year.

In the summer it wasn't like this at all whilst being the temp with an end date of employment, I was actually flavour of the month and received an award/reward which I didn't really understand why at the time. I've since queried in 1-2-1 how I got this award if they so now dissatisfied as I'm really not doing anything different to back then when it was said senior management were listening into calls (I don't understand how I got the award and I didn't know I was an entrant until it was to late) but didn't get any answer.

Today I'm being threatened with a support plan (which I presume is another word for that personal improvement plan thing) and I get this is my moving towards the exit.

HR where I am it seems is like a faceless bot (I know they won't help really) though some of the emails sent by my line manager are claimed that HR have written when they wish to come across friendly to my face, so I'm unsure when they become involved? I really want to defend myself on some points as well as I'm best doing this sooner or leaving it until the plan starts.

https://www.mumsnet.com/talk/work/5488254-medical-appointments?reply=150419851

https://www.mumsnet.com/talk/work/5456841-feeling-intimidated?reply=149057350

🤷🏻‍♀️

Oh come on! You must know that nothing good ever comes out of HR.

(Yes, I've had senior jobs as well) once your card is marked it's a one way street.

We can agree to differ. I suspect my experience is rather more significant than yours. Or you’ve been phenomenally unlucky.

I listened to my colleagues in end who seem they are all fighting it. I wish they’d put me on training course sooner with these people but sadly wasn’t meant to be. Had no idea any real number of people were fighting.

This sounds really stressful and honestly, the pattern you're describing, flavour of the month as a temp then suddenly nothing is right once you're permanent and asking for reasonable things like medical time and feedback on shifts, is one I've heard before. A few thoughts, start keeping a paper trail of everything, emails, feedback, dates of conversations, your call stats, that award. When the support plan meeting happens, ask for specifics in writing, what exactly needs improving, what does success look like, and how will it be measured fairly against others? You're allowed to ask these questions calmly and professionally. If your stats genuinely are strong, that's your defence, so gather the evidence now. Also worth knowing that PIPs can be challenged if applied inconsistently or used as a way to push someone out unfairly after they've raised legitimate concerns. You don't have to go in guns blazing, but you can ask questions, take notes, and request time to respond in writing if needed.