Worked for the company call center for 5 years. With every managerial change, and there were several, the environment never improved nor changed for the better. It got worse every time.
The advocacy for transparency is laughable. There were more closed door meetings between higher-up management than a person could count. Never explained, but everyone noticed the habit. Management didn’t interact with the “underling” employees, but had no problem dumping duties upon everyone without a courtesy to ask if the employee was interested and without any pay increase.
When changes were implemented they were done with barely any notice or none at all and without proper planning. Loss of clients was consistent. Feedback and input from those who gave it was never regarded seriously if concerns were expressed. Upper management never cared what employees had to think or say. Expected to follow blindly and keep your head down. Threats of repercussions were given including threatened job loss or demotion. Favortism was very apparent and exercised often with promotions being handed out to those who were close to upper-management despite lacking qualifications or experience.
Unequal pay is very real here. New-hires make significantly more than seasoned employees who’ve been there for years and men are paid more than women. Sexual harassment occurs without repercussions even if it' reported HR and upper management. Even if written documentation/proof is provided or witnessed by others. Sexism and misogyny rule with an iron fist.
Turn over continues as a revolving door in nearly every position. Expect to have a different manager every year on the average. Often unclear who you report to due to constant change over. Most newly appointed management knows next to nothing about operations and could never answer questions regarding protocols for our clients. It's a scary realization when you discover entry level employees know more about the basics of the business than the person you report to. Incompetence was often excused and overlooked.
When employees are fired or they quit sometimes it wasn't announced and usually never explained. People often wondered where said person went, but no one told them why or when they left. Communication is always poor and nearly non-existent here. You are replaceable no matter how well you work. Being undervalued and unappreciated goes without saying on a daily. Write-ups and firings occur regularly. Even to stellar employees.
When the pandemic of Covid-19 started everyone’s hours were cut and bonuses were withheld the day before everyone was supposed to receive them (bonuses were paid out finally in July, but this happened in April). Despite this, certain positions in upper management received promotions and none of the upper management’s wages were cut. Anyone who was salaried didn’t receive any impact upon their hours or pay. Everyone else took the hit. If the company was hurting so badly and had to make cuts to keep going, why was anyone promoted and why didn't everyone receive a reduction in pay? Goes to show who they care about and have only cared about; the salaried workers and higher-ups while attempting to maintain a healthy profit for their investors and board of directors. Everyone else was and is expendable.
No matter how hard you worked, how well you did your job, or how long you’ve been with the company and as an exceptional employee, those in charge of the call center will only ever see you as a replaceable body doing the work. Praise and appreciation for doing well or going out of your way to make a difference will never matter to them. And forget about work-life balance. Aside from a couple of decent people who remained in small numbers, the majority of upper-management had no concerns about your well-being, time or life outside of work, and expected you to work whatever hours they set and without an increase to your pay when overloading you with extra work, even if it was outside of your job description. All they care about is the bottom line and grinding everyone down to achieve it.
