Metrics are beyond unrealistic. They are designed for failure. More importantly, they are not considerate of the actual cardmember. The main goal seems to be to roll through calls as fast as possible, when it should be about efficiency and quality service. Cardmembers are given the impression that this is a full service travel agency - when in reality it is a call center. Agents are pressured to get on to the next call, not properly document things and absolutely discouraged for callbacks or followups. All this makes the job incredibly stressful.
Leadership does not have any experience in the role they are actually overseeing. Team leaders for the most part have been hired outside the company, and although they have management experience, they have little to no knowledge of the travel industry or being on the phones. This also indicates that the company rarely promotes from within, and therefore has no interest in fostering employee growth. Mass firings and layoffs have also been an issue working here. Many of my colleagues (who are fantastic agents that genuinely care about their card members) were fired or let go for for no reason at all with no notice. Their jobs were then outsourced outside the US.
If you are virtual, expect to be expendable in Amex's eyes. Its pretty sad that the people who worked hard and got the company through the pandemic were cast out so quickly. Promotions or movement between departments is currently only reserved for hybrid or onsite agents. The hard truth is that I do not have one happy colleague. They are all burnt out and depressed. I would suggest reevaluating if you consider professional growth, happiness and satisfaction a priority. There is definitely no work life balance, expect to work nights, weekends and holidays. You are just a number here.
