Wages are not competitive or near what they should be compared to BLS.gov information for the local area. Broken compensation structure.
Often, the company spreads itself thin when pursuing new challenges which also causes the workload to superceed the compensation by a landslide.
Little/No career progression.
Internal incentive programs are demotivating, recognition inside the agent arena is poor.
Training opportunities are lackluster; internal training portal is so confusing that navigating it should count as college credit.
Leadership focuses more on personal agendas instead of the strategic development of their employees to reach the goals set.
Middle/Lower management lacks focus in aligning strategy to tactics, spends more time in reactive mode instead of proactive mode.
Lack of management cohesiveness across the layers makes it as if you are working for multiple companies.
Communication is not utilized effectively.
Delivery teams highly overworked.
Resource limitations abound and teamwork is nonexistent.
Visibility and understanding of organizational matrix use is poor leading to duplication of effort and inefficiency. Very little application of the standards the company states publicly that it conforms to. (ITIL V2 and V3, LEAN, etc)
Policies and procedures are inconsistent, utilized arbitrarily and when questioned become supplemented with additional process.
Work/Life balance is poor unless you are friends with the management in charge of time off.
Back office processes are confusing, inconsistent, and difficult to utilize.
High turnover makes customer interactions more stressful.
Corporate culture does not create a positive atmosphere, focuses on placing blame first and de-emphasizes root cause analysis and organizational maturity is very low.
Tool sets are not 100% standard according to industry. Most struggle to get a second monitor which is commonly viewed as indistry standard since crt monitors left the scene.
Organizational methodology is weakly coupled and when combined with the communications issues and general culture it creates an atmosphere where accomplishing anything easy is difficult and anything difficult impossible. This is unfortunate because I remember a time when our delivery teams did the impossible with a panache that defined the brand.
