I took a job as a lead because than I wouldn't have to be on the phones 24/7. I have worked as a CSR since 2016 and I have so much anxiety being on the phones now because of how badly I was treated. I CAN take calls and I can handle it if necessary for escalated calls. My job has changed their expectations and now leads are being calculated into the volumes during our "off season", which is from May-Jan. I am expected to spend more time on the phone than off and that is not what I signed up for

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Awh man, I was hoping to become a lead for this very reason!! This seems like a very frustrating situation, and I can totally undersatnd not wanting to be on the phones anymore. Are you aware of how many calls you'll need to take per week? Maybe there's some way to negotiate with your manager so that you aren't required to take these calls.

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