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All day we hear the call for backup. When we arrive we see ETL-SE and SETL at the front standing around talking or they are in the back office. Is there a procedure for the front lanes to use their own before calling for backup. Is it written down somewhere?

The hours for our Service & Engagement team members have been cut to the point we are out-numbered by the number of Team Leads and SETL on the clock Monday-Friday. We still need to call for backup from the other departments. Why? Because our leaders spend their time in their little office...