Sadly, the appearance of warmth and support vaporizes in short order. For starters the supervisor will routinely call you out in public in team chat on a mistake or a perceived mistake. Whether they're clueless about professionality or just like to humiliate workers is anyone's guess. In any case this is highly unprofessional. They will make up new rules on a whim. For instance first never hang up on a customer. This was the first and reasonable rule. Then it became "call them back if the call is disconnected". Then the rules became "if they hang up angry then call them back." That one isn't stated, but "implied", as one supervisor openly admitted. In this case they falsely accused me of hanging up on customers because I didn't call back when the call disconnected. Supervisors here love to hurl false accusations if they don't like you. This was only one example. Funnily enough, Genesys has the ability to record clicks, something I learned back at MA Health. Somehow they have this "turned off" at MAPFRE... which would have shown what they said is a lie. Examples like this are common there. One other thing: I've been a customer of various companies for 40 years and never been called back on a disconnect.
Normally calls go round-Robin, meaning that the longest idle rep gets the next call. But if they really don't like you, they put you on first dibs mode. That means if you end a call, you always get the very next one that comes in, before anyone else gets a call. It's a great way to wear a rep out while others get a breather between calls during quiet times. If you have to go to the bathroom and a call catches you because Genesys flat out ignored you going off-queue... go in your pants, but never decline a call. That's their rule. If you as a customer want to talk to a supervisor? Good luck. The rep is required to charisma their way out of it because the supervisors will almost never talk to angry customers.
Most importantly don't confide anything in one-on-one's. This is where you discover the high school mean student mindset that is their psychological undercurrent. Particularly, be careful what you say when you are asked what roles you'd like to sit in on/audit for. Don't mention a job that isn't customer-facing - even though your trainer will admit to you that everyone wants that job, requesting sit-ins with that role WILL be used against you later.
Last but not least? Management sent me a present for my birthday. "Scythe Novel by Neal Shusterman". A creepy book about killers who keep the human population under control and whose main character becomes titled "Lucifer". This, as a mystery birthday present. So you can add 'psychotic' to the list of problems that plague MAPFRE's management. All of this, on top of the complaints others have expressed. I've found them all to be true when dealing with management.
