A Call Center - Customer Advocate Lumen Employee Review

PTO was atrocious for customer service teams, as it was pre-scheduled at the beginning of the year and based on seniority, so a random saturday you need off for a wedding 8 months out could be unavailable for PTO. Also almost every Saturday was taken by the beginning of the year. The back end technology for assisting customers was weak at best, and gave very little flexibility for what the customer service team could actually do, having to submit slow, ineffective IT tickets and reach out to upper management for tasks that should have been able to be completed at a lower level but we lacked the tools. Online systems were constantly breaking or in disrepair, and troubleshooting was a disorganized mess. I also felt incredibly blindsided by the schedule that I was given, as the job description stated it would be monday-friday 9-6, and in tiny text within the paragraph said that hours could be subjected to change based on seniority... which in reality meant I was working tuesday-saturday until 7 every day and didn't have a lunch break until 3:30pm. I didn't outright hate the job but there were a lot of elements of it that I resented, and a better schedule with more flexibility and less management breathing down my throat would have made the job 10x better.