Where do I start? Well working at this job is an absolute soul suck. Be prepared to be verbally abused on the daily and pick up slack from the favorites in the company. Mapfre will switch policies on a dime and expect you to execute them flawlessly. Majority of the time you may even learn about changes from the Customers before internally which not only looks bad on the call but for the company as a whole. Your time on and off the phones is tracked to the second, if you have a day where you spend a little more time in the restroom be prepared to be approached about it. The company claims to promote within but I’ve seen many instances that does not go along with that narrative. If you do want to try for another position the description of the job function is vague and makes it almost impossible for you to prep for the interview.
The quarterly meetings are an absolute bore and let’s be honest no one cares about the profits because frankly you could care less about us! We’re prompted to ask questions at these mandatory meetings while most of the information is irrelevant to our job function. It’s an absolute waste of time and is a further insult to employees. We don’t care how good the company is doing unless you guys are going to recognize that and reward us somehow, and no, I don’t mean a gold star or a shoutout on the company page, or a wheel spin to win an extended lunch . An actual reward.
The external agents you work with will be rude and unwilling to do the bare minimum. They fail to keep up with the constant changes and agents who waste time on phones aren’t held accountable so in turn stats suffer. Even after the entire office knows they are an issue.
Management varies but for the most part is very very cliquey. I’ve walked behind managers in the past making gossip about other employees. If you aren’t in their circle don’t expect to move up, no matter how much work and dedication you put in. The managers talk a lot of talk but won’t come out of their office to help or actually see what’s going on in the office. They barely even know the people that work for them.
There are managers that don’t even know how to do the jobs of their underlings, which results in mistakes that later have to be addressed by those below them. To be honest it isn’t their fault they were put in a position they haven’t had proper time to be trained on.
Upper management is solely reactionary and they do not plan ahead. They will promote people to a new department and before making the change will make no effort to replace them, which dumps a unrealistic workload on those who stay behind.
People will tell you you’re doing well but instead of promoting you they will want to keep you where you are cause you’re doing the job nobody wants to do— be the customer facing defense for all their short sighted business decisions. Misinformation is rampant and other departments will try to advise people on the policies of others that inevitably end up with screw ups. Other departments also seem to have little to no accountability, so when you need to assist someone and call another department 9 times out of 10 you’ll end up holding for minutes on end because someone has walked away from their phone. Not only is it frustrating that your own team doesn’t have your back, but the customer is also effected.
