Team·4 min read

Burnout Isn't a Hiring Problem. It's an Operations Problem.

If your team cycles every 18 months, recruitment isn't the answer. The workload is.

The load test

Add up every responsibility on your highest-performing operator. If it exceeds 1.4 full-time equivalents of work, burnout is a scheduling certainty, not a possibility.

Specialisation, not multi-hatting

Multi-hatting is what destroys operators. The fix is breaking the role down — by channel, by responsibility, by time of day — and routing each piece to someone whose job it actually is.

Outsourcing as load relief

Outsourcing isn't a cost-cutting exercise. Done correctly, it's a load-relief exercise for the most valuable people you employ.

Back to all articles