If you like to be micro-managed, have high stress and low pay, the Consumer Experience side of this company is the place to be.
Comp Plan - Has been outdated and still is. It's set up to where the better you do, you have to do even better the next pay period or your check will drop. The few making good money are either putting in 50 hour weeks or cheating the system. It's incredibly easy to burn out here.
Lack of Integrity - We were told to not give certain warnings due to low head count and that they don't want to lose anyone in order to hit numbers. So they give "extended-finals" for that sole reason, then give HR a completely different reason to get their approval. This would cause a multitude of issues, but they don't care, they just need numbers. I've seen this happen over and over. I was also told to stay in my lane when I would bring up issues of reps cheating the system. My favorite piece of advice from my Senior was, "learn how to eat a sh*t sandwich." When I brought up a retaliation situation, I was also told, "...and even if it was retaliation, who cares."
Terrible Management - If you're putting up good numbers, even if you're cheating, they'll find ways to keep you and bend over backwards for you. If you can't produce numbers, then they hold you to the policy and target you. I saw a manager try giving a warning to a rep who was hitting MPS (minimum performance standard) because they wanted the rep to produce better numbers even though they were hitting numbers that kept them out of a warning pathway. There's a reason why engagement survey scores were so low this year, especially for upper management.
Training - The training team is hands down the worst part of this company. You go through weeks of training only to be retrained when you get to the floor. The people leading it have never worked the job itself, and just tell trainees to follow the script. They also force cx managers to pull trainees out of training and deliver warnings. So the first time I met a few of my reps, I was delivering them a warning. Great first impression. There's also about a 50% drop rate due to the ridiculous attendance policy and lack of leadership during training.
Highly don't recommend the Consumer Experience side of this company to anyone who is looking for growth opportunity, a healthy mental state, and a place that rewards people doing it the right way.
