Management, in different levels, is under-qualified. You will feel you speak to robots, so tight, so inflexible, so "by the book", that would make your head explode. You won't be able to connect with colleagues since job is extremely fast paced. Before the pandemic, AT&T call centers used to be enjoyable places to work, with enough time between calls to clear your mind and relax a couple of minutes, maybe chat with your teammates. Now it is all the time back-to-back calls. This means that customer inbound calls exceed maximum capacity. AT&T's upper management, very intelligent people, instead of hiring more representatives, they push current talent to meet unrealistic goals, so unrealistic that going to the bathroom will cause you to fall off your adherence metric. This causes people to leave, and they have to start from zero with new people. There comes the other issue. I've seen open positions for months, even increasing the salary. HR has a problem finding the "perfect guy", even if they pay above average. Now, here comes the scariest part, AT&T stock is declining since the beginning of 2017, while Verizon and T-Mobile keep going up. They can't stop it. They are desperate to turning back up by saving costs and introducing lame innovation. They won't stop it if they keep treating employees as fixed assets that can be pushed to the industrial limit without falling apart. Humans do fell apart, and we have greater aspirations that an industrial machine. They understand employees are key in the success of a company, but they don't know how to take it to the real world.
