- Ever since the introduction of WFM, there’s been a noticeable shift. I used to love working here, loved the culture, loved having a personal relationship with clients. Now everything is just a metric. It feels like the work I’ve put in to become a better travel consultant doesn’t even matter anymore, it’s just another call center.
- You simply don’t get paid enough for what you do.
- Rush season is handled horribly. We used to have an “on deck” system with everyone split into groups so you’d have reasonable notice if your group was going to be putting in extra hours for the next weather event. It was evenly split up and rotated so everyone took turns covering each event. Obviously not every storm/event is the same, so some need more hands on deck than others, but to completely get rid of that system and not replace it is just ridiculous. And no, “QRF (Quick Response Force)” does not count as an actual system, because the “response force” is just the entire operations team/call center all the time. Everyone is expected to put in hours of mandatory overtime at any moment it is deemed necessary, which in peak season has been constantly. Your consultants are absolutely exhausted from the insane call volume, and not only do you cut their lunch in half so they don’t get their normal break during the day, you have them come in early and stay late daily, and you pester them on their days off. I get that there are business needs, but surely there are better ways to go about meeting them rather than burning out all your employees.
- It’s not surprising that the turnover rate is so high. Training doesn’t really prepare you for the actual job. Support is decent but on busy days you may not get it.
Overall, definitely not the worst place I’ve worked and there are quite a few highlights, but it’s just sad to see what it’s come to. Maybe if I started now I would feel differently, who knows? I used to love it here, but have been considering leaving for a while and feeling overworked and undervalued.
