Poor management, hypocritical. Time worked is based on Mountain Standard Time, no flexibility on this. If you are at a 9-5:30, in reality it is 11-7:30. New "extended hours" push people to end shifts at 8pm. This is not set either. They run a "shift bid" which is takes into consideration your metrics: which are always changing with no details from upper management. You may have a great normal shift, do well with your interactions with customers, but then be placed on a later time due to missing a metric point. They state they agree that "life happens" but when life happens, they do not accommodate. PTO was unlimited, then set to accrual-after stating this was still going to be unlimited. This is fine, however those working with the company already had lost their unlimited time, and allowed 80 hours that were considered"borrowed" to take off. If you used, them, you were set to (-80) hours, meaning no PTO, which is something they very much want you to take. Sick time had to be used for days off, with no accommodations or empathy. If you were out of sick time, you were not paid. They put the benefit of the company and their customers over those directly working with them. Burn out is unavoidable due to these changes, and upper management has a "we are figuring this out together" mentality. Career growth on indefinite hold. Upper management stated that there are jobs internally, but they just get filed by outside candidates. Large hiring sprees don't fill major gaps of support causing more work and unrealistic expectations for current employees.
