Was lied to as to what I had actually been hired for. I had applied for, interviewed for, and been hired for a position working technical support for a laptop brand's products. When I showed up the first day at the job, and training had mentioned that side and role of the call center, then started talking about the Hotel Support side. And kept talking, and kept talking. We asked after lunch if we were missing something, and were informed that we had all been switched to Hotel Support. 6 out of the new hire class of 30 immediately quit.
Metrics are a huge point of "How good of an employee you are.". This leads to gaming the system by taking any easy calls you got regardless of who was working on them, and skating the calls you didn't want to have to solve, trying to assign difficult cases to anyone else you could throw them at, and pestering other employees you knew could solve your problem.
You have a Team Lead that may have never done your job or have no technical support experience, yet is trying to measure your performance on metrics alone. Getting told to get the caller off the phone because I'm violating a 15:00 minute metric for phone call length because they had 6 issues I had to create 6 tickets with and not just say "no" and hangup on them. Ton of middle managing and scolding over metrics.
Was told "No pay raises, at all. Don't ask about them.".
Holidays are NOT paid overtime, even though you have to work them if it falls on your schedule. Instead, you can spend your PTO to get "overtime", but only if you work the entire shift. This lead to a situation like me working on Christmas Day with the full amount of staff on a Saturday, with absolutely no calls coming in, and a team lead encouraging me to go home.
