There is a lot of micromanagement, at least when I worked there. We had a rule once, not sure if they still have it, where if any of the queues were in red (wait time more than one minute or so) then we could not be doing anything else and must take care of the incoming call. We would use this downtime to follow up with customers on their own respective issues. That being said, I once had to contact UPS on behalf of a customer regarding the customer's package. I got off from taking any calls when the queues were not in red. The moment I get UPS on the line, the queues go in red. Almost immediately...as soon the holding times get in the red, I get this instant message from a supervisor asking me why I was not taking any calls. It was difficult reading the message and responding while I am over here trying to fix things with UPS for the customer. It was absurd. I would say that I was one of their better agents, but stuff like that is what got me out the door. No bonus. Merit increases are a joke, 5%, when you are making $11.00 per hour and have to put up with a bunch of BS. Managements explanation was that, the budget for the increase was minimal and thus have to distribute the "bread" among everyone. Absolutely no time off starting on Black Friday. Mandatory OT, working up to 12-hour days. Morale decreases. Many people get sick and management sends an email stating that we should do our best to be at work while sick so that we can take care of the customer. They advise their employees to get as much rest as possible, but want them to work ridiculous hours during the holiday season. It is a Chinese company....go figure.
