Honestly this place was bitter sweet as it offered the opportunity to work from home and receive all of my PTO at once. However the constant micro management seems to get annoying, while sometimes it is just to ask if you need help other times it is just management telling you to put yourself back into an available status. Often times supervisors will not respond or provide assistance when you are in the middle of a call. There needs to definitely be a better workflow and documentation as the dependence of slack and searching for past cases in slack to help with the case you are handling is not the most efficient way, create some sort of document instead. The KPI that is at this company can be annoying as they expect at least 80% of availability in chats, phones and emails. Which after working here for a year and during peak seasons you notice that this is not the best or realistic for your mental health after dealing with multiple calls back to back of people that are upset. And there is little to no room for growth here since you would need to work you way up the ladder and it seems that if you are not consistent with your KPI it can prevent you from shadowing someone in the area you were interested in.
