Literally everything else. My manager was fantastic when I left but the uppers could not all get on the same page. When you ask a serious question to figure out why something is a certain way the upper management would change the subject. They aren’t all that accommodating to disabilities and you have to give them every piece of evidence to prove that you need the accommodation. They promote quickly and then when you question or ask for help they make excuses and lies just to demote you. The communication skills with all of the other management is horrendous.
When it comes to referrals don’t even think about referring your family because they will tell you all of the information and then tell you that you can’t work there because of you being related to the person that did the referral even if you aren’t blood. When you do quit one of the uppers will text and call you to try to get you to come back when it was their fault. Oh and don’t even try to tell them that you are putting in a two week notice because they will just part ways with you that same day.
When telling them about all of this information they don’t know what to do and just let you hit your mental and physical break and they don’t do anything about the other agents that consistently get fail after fail for the same thing because it’s considered a “coaching opportunity” but someone who actually does their job and tries to conform to their BS rules that constantly change and will change mid call, will get written up which after “three write ups” it could be a termination if you have a bad boss. You also can NOT have anything on your desk (planner, notes, normal paperwork that doesn’t even pertain to the job) or you can be fired if it is seen on a WebEx.
You are expected to be on camera every time your in one of their meetings that could be an email and forced to deal with customers who, because they can’t access their account, yell at you and call you names because “that’s the way this job is”. No deserves to be given in explicit detail of how someone is wanting to end your life. (Yes one particular customer will give you in explicit detail how he wants to end your life). You are frowned upon if you disconnect and it can be a fireable offense because it’s considered “call avoidance”.
Policies are constantly changing and no one talks about it until it’s too late. You have to wait for agents to take management calls and these agents haven’t been there long so they aren’t confident in what they are doing.
When it comes to their quality, you have to abide by their policies and even if the screen is recorded and it’s clear you were told the wrong information by a supervisor or a higher up, if it’s not in the policy or the agent or supervisor was incorrect you have to take the fail but be careful you get too many and you’ll get fired or be forced to come into the office even if you live almost an hour away and have disabilities hindering you from coming in.
Some supervisors are forced to be in office even when they are sick. When you call out you get harassed by the managers that too many people have called out. Whenever someone does call out the ops managers and other higher ups will make fun of those that do call out or are running behind claiming they need to do the same thing.
During the interview process they will tell you that work from home is an option and then tell you that it could possibly be an option and when you try to figure out if you can work from home and what the requirements are you get told to stop asking because it’s not happening which in turn makes you want to quit.
When it comes to raises you are supposed to get a raise every year but what they fail to tell you is if you get promoted or demoted in that timeframe your “yearly review” changes to that new date. I was there for almost two years and didn’t get a raise. They will not give you a pay increase if you switch departments and will make you feel guilty for even taking time off.
You are forced to work holidays and good luck getting it off. You have to submit your request no more than 60 days in advance and they are horrible about communicating your pto to your supervisor or to anyone who handles scheduling for that matter so you are having to answer your phone on your day off to explain that you are scheduled for PTO that day.
