Mandatory PTO usage during FMLA is unfair. If you're sick you have to sacrifice time you've earned and possibly not have a much needed vacation during the year. Everyone should have those weeks of PTO for leisure and relaxation, not managing illness that prevents them from working. Communication is a constant problem. The systems in place don't work well. The disconnect between the call center and the field is staggering. The recent merger was fraught with issues and the call center was completely understaffed during the initial stages. Stress levels have been at an all time high. I feel it could have been handled a lot better. It's very irritating to see upper management saying it was handled well and not owning up to the mess it was. There's not enough emphasis on the service side of the call center. We're constantly taking way more volume overall and have less time between calls because we never have enough agents in comparison to sales. We take the brunt of customer complaints. Feels like we're the afterthought, not the priority. I dislike the ETO system immensely. It's never enough. After the crazy merger nonsense they should load some ETO in for everyone as a thank you since a lot of us had to use it to get some sanity back. While remote roles have expanded, most of the open positions at the main office are still not remote. I don't want to move to Utah, so I feel that my opportunities are limited until then. There also should be more roles within the call center that support agents and don't involve being on the phones. Talent is being wasted and employees are burnt out.
