I feel like such an idiot sometimes. While the main description of my job is "trainer" and my primary function is to teach other people how to do their jobs, part of my time is spent doing other things. And when there isn't a class going that requires my full attention, those other things tend to dominate my professional existence.
Some of those other things include administrative support, staff meetings, gopher, resource for agents on the phone, and being busier than I look. At times, I hide at my desk and listen to phone calls for quality assurance. Other times, I'm running from one end of the building to the other and up/down multiple flights of stairs just to make sure things get done. By the time I get home I'm either completely exhausted and collapse somewhere between the door and my couch or I'm so stressed I make my hyperactive dog look like a sloth.
The whole resource thing is an interesting concept all together though. The purpose is to provide immediate support to agents who have questions. However, immediate isn't always a viable option when there are only one or two resources for a group of about 50 agents. Some questions are easy (how do I put this guy on hold?) and some are more difficult (customer A is being billed for customer B's service and customer B doesn't exist, how do I fix it?)
For the most part I enjoy this aspect of my job, and usually it is also the most rewarding part. But, being recently transferred to a new department, I'm not as smart as I once was. There is a whole body of material that I am unfamiliar with, and more often than not I'm not 100% sure how to answer normally simple questions. So... I learn on the fly.
In my old department, I had a good understanding of almost everything. Other resources would come to me with questions that they couldn't answer. If there was a question that I couldn't answer, I usually knew where to look. While I had my weak spots and areas needing improvement, I felt secure knowing I could help with most situations.
But I can't go back there. After all this new department is a new challenge, and a new opportunity, one I should fully embrace. It's another step up the corporate ladder we all feared so much when we were younger.
There are questions that I can't answer. There are agents I have trained that know more than I do. It is all right to feel like an idiot every now and then.