I was given a promotion within my department (Member services) last April. Previously I was a phone representative taking calls in the department.
With my new title I am a non-phone employee. In times of distress however, I would be asked to help out on the lines when needed to make sure stats are protected.
The issue at hand is over the last 8 months we have been continually asked to go on the lines as well as do our job. To put this into perspective: on a daily basis I get 20 emails that require about 10-15 minutes attention each day give or take how big the issue is. Monthly we are asked to go on the phones 3 out of the 4 weeks anywhere from 2-8 hours a day.
The struggle is management only sees the numbers and the short term effect that having us go on the lines causes. There are daily escalations due to me not being able to get my new job done, as well as other specialty positions within the company not getting their jobs done.
Since management is not seeing this as an issue does that mean I should not fight for a plan of action to let us still do our jobs but help when in need? I have worked very hard in the position I hold now and made huge contributions since I took the role on in April of 2016. I don't want the position to go under and be deprioritized.
What is the professional way to go about this and be proactive for our deptartment?