T-Mobile’s mentality is one of quantity over quality. The entire job within the call center universe of the business is derived on churn and burn or revolving door philosophy. The jobs available at the Springfield MO call center used to be very well paid with good benefits with a low volume of customers to deal with. Years ago, a profit over customer care mentality evolved and since then, every month, there has been this creep coming into the place of do more with less.
The site used to be dedicated to technical care then was forced converted into this weird catch all term of team of experts. To justify the role change you were given a one-time bonus in leu of a pay raise. What was not told was that you were now tech care, billing, retention, escalation support, management but not paid management, training, and sales all in one role. The stupid idea being that you were given a region in the US, and you would support this region to completely address the customers problem. The insane workload though will often lead to a situation where half your team is out on FMLA, the remaining half massively overburdened and under supported with an ocean of incoming angry customers. The calls don't go away, and you would think the flow of calls would be tailored incoming to meet the staffing needs. Nope! They just let the floodgates stay open in the name of money and money alone. This leads to mad customers from the hold time, which is your fault, and since T-Mobile as a company is insecure about itself your pay is based on a rage monster that’s nattering in your ear. Try all you want, be as kind as you want, but you will not do well. The only people that do well there bribe their customers with credits.
You were required to stay to stay after your shift to clean out the queue and if you were on a low staff day god help you. The site had in the past this creepy cringey cult like worship of the mad former CEO to make you think he's your buddy when he's a fool run amok. You bonus was tied to your team. Your PTO was communally derived, and you had to fight to get any second off. You were forced to clean up the mess of the coworkers who came in very obviously high or drunk. It became your responsibility to deal with the customer who the intoxicated employee last “helped” while falling asleep drooling at their station. I do not exaggerate in the slightest. This happened over a half dozen different times in a 6-month period. There is no discipline to this place, and you can come in absolutely smashed and not be written up, or sleep with your manager and it's not addressed, but you get one angry customer and suddenly your butt is getting written up. After the write up you can go back to your drone workers desk and breath in the alcohol fumes while being told you're the problem. Favoritism, cliques, mindless goals set by people completely morally bankrupt, all these were the norms there.
The pay was ok! Oh wait, the pay was not at all ok when the people coming in were hired at the same pay or more than you were making, and if you discussed your pay with anyone you were written up under the guise of another problem you caused that didn't exist. You could work there for 5 years and make less than a new hire and it is your fault for advocating for yourself. The training is 3 months on phone duty light, and then when you're on the floor the real terror comes at you in full force. The benefits are ok, but you will absolutely be using them no matter who you are or your state of health going into the job. The wildest thing you will witness was the same arc every single employee goes through while working on the phone. You can come in and be a fit person, be trapped on the phones, and from the stress, you will eat yourself into a body 100 lbs. heavier and die from the stupid workload. You knew you were in for a fantastic workday when you pulled into the parking lot and the flashing lights of the ambulance greeted you. The frequent ambulances parked out front from somebody having a panic attack or some health issue from the sheer stress of this job was a great moral boost. When these same poor humans came back the management would laugh the incident off, and played it off as, "Oh well ha ha that's the job! Now back on the phones!" Cruel.
Don't feel secure in any role at T-Mobiles Dreamfield. You will go into training and be forced to not miss a single day under threat of termination. Then your team choice for placement after training was derived not off attendance, or performance during training, but lottery. Have the terrible luck to be placed on a low performing team and that random pick of a lottery number determines your entire career at T-Mobile. You could get an awesome team with great stats that gets a bonus each month or thrown to the dregs of a terrible team that's on the late shift cleaning up everyone's mess from day shift. This will in turn be your fault since the team’s metrics are all terrible and you will further fall behind. You will never recover from this. Some people escape this by being promoted, but even then, don't think you're safe. After covid struck the site had half its management culled, and most that were let go were great managers. They were let go without notice, and most of it was to save costs since these managers were paid more. Throw in a dash of keeping those who are high-level cult members, with a bit of favoritism, and now the site is even more of a nightmare made true. Even now after being gone for some time, I hear stories of entire divisions of service being outsourced overseas creating an even worse work environment where the good jobs are being manned by someone who has no tenure and doing so poorly at the role the stateside teams have to handle the problems they generate.
Don’t talk about unionizing or you will be let go like an entire center was on the eastern coast a few years ago. Don’t sign up for a class-action lawsuit under threat of termination. Don’t speak of the terrible conditions within this place or you will be pushed out as retaliation. The best part is even after leaving this review, some hired troll, or an automated bot will come behind me and say, “We’re sorry you had a bad time at T-Mobile, we work to improve XYZ, and can we talk to you about this?” Lol, no. I’m not going to help you improve upon a dumpster fire of your own making. Don’t believe a word they say.
Do not come close to this place. This job is a miserable waste of your time and energies. There are hundreds of higher-paying jobs within Springfield MO, and you will feel better knowing you are not some cogs in the machine or an immediately replaceable drone.
Don't walk, but run, run from T-Mobiles Dreamfield. This is nothing akin to a dream, it's a place where eldritch gods collect the emotional energy of dying workers to feed off while keeping the dead behind the eyes of management enthralled by some cult-like Lovecraftian horror reality.
