Doing it wrong - Customer Success Specialist WillScot Employee Review

Management has no clue about running a call center. No workforce management and forecasting being utilized to determine staffing, and CSS cannot complete daily tasks because of call volume and work that is required. Keep adding to the call volume but not allowing CSS to be successful. Training was not long enough and lacked information that is needed to do the job as required. Process and procedures change on the fly. My manager was fired 3 weeks after I started and was not coached in order to be successful. The training department doesn’t know everything about what they Year he and some information was unclear. Without a manager there was no one to go to if needing guidance. No training about required reports to run, how to do certain tasks, no product training and does not allow for on the call training to make sure the job is done correctly. too much negativity over system changes and responsibilities shared throughout the call centers. No moral, communication, leadership and nothing for the cSS to buy into when a change is made.