- incompetent and unprofessional management: they hire the majority of managers overseeing this role from non payroll fields, meaning they very seldom have any advice for you and pretty much just use your 1:1s to chastise you for not meeting metrics - unrealistically metrics driven while promotions and raises are based off of these call center metrics, very little room for growth - shifts are based on meeting metrics and your schedule can change several times in a year - unusable PTO. It's not unlimited, it's capped, and you will almost never be able to schedule time off in advance because it's based on whether or not others in your department have asked off for that day - if you use your sick time without scheduling in advance three times within a rolling 60 day period (regardless of if it's an hour or a day) you are subject to disciplinary action. You can't schedule the sick time in advance because the calendar is almost always blocked off. - the platform itself doesn't work, meaning the majority of clients you come into contact with (who submit surveys that also impact your ability to receive raises or promotions) are angry. - productivity expectations are too high for the time they schedule you for follow up on calls or emails (they almost always require follow up) - PEs are allowed to get away with saying or doing pretty much anything. Mine would send me passive aggressive IMs and then lecture me about my attitude if I responded in anything less than a fluffy positive tone. She would also often step away for hours at a time without warning despite it being an issue if myself and my teammates took 10 minute unscheduled bathroom breaks. Just don't do it. Save yourself the trouble and look elsewhere. Gusto is really good at putting up a good front, but their values and benefits are not real when it comes to anything other than a higher up position. I came into this role with experience as a payroll analyst and ended up doing very basic, repetitive call center work. Any suggestions for improvement to will have you immediately labeled as a troublemaker and put you on a s--- list. The captains you chat with for help will talk to you like you're incompetent before offering any actual solutions, often while you have an angry customer on your line (you can't even put them on hold because your hold times are monitored) waiting for resolution.
