where to begin?! micro-managing ineffectively. they don’t ever help where help is needed but make huge company changes where no change is needed. working from home is NOT a plus with this company - if anything they are harder on us because of it.. they can’t see what we’re doing for the duration of our shifts and act accordingly.
management blindly follows upper management (those making horrible decisions for people on the front center taking the calls for their abusive card holders) without voicing up for their teams. THERE IS NO BATHROOM CODE. You are expected to use only 2 minutes of “unscheduled” bathroom time per day which is just about an hour each month otherwise you are put on an outlier list for egregious behavior and call avoidance and put on a level 3 subject to termination.
this company wants you to be prepared for endless change and they 100% mean that. everything changes constantly. they expect you to adapt at the drop of a hat only for them to change things again. be more personable but don’t stay on the phones for too long.. don’t be transactional but don’t talk too much either you still want to get them off the phone. you get stuck on a call and go over your break? out of adherence.. no way to fix it. Everything is moving over to be automated or AI included. Forget customers filling out their own surveys they have a robot listening to our calls and THAT robot gets to decide how good the call was. As much as this company wants to act like they care for their employees with things in place like free therapy sessions through healthy minds — the therapists they are giving us also agree that the new management team is terrible and the company is taking a turn for the worst. Several employees, several therapists ALL saying the same thing. They throw you to the wolves and then criticize you for how you choose to survive. They have made it increasingly hard to remain and employee with them, and thus I am no longer.
