The company has not successful regained our customer base since our new billing system launch. This is causing us as a company to decrease YOY budgets for multiple departments and we have seen multiple 'restructuring' as a result. This restructuring means eliminating positions and associates in our organization. This causes us to fear for our jobs and feel like we may not have them in the future.
Many leaders need to be re-evaluated because they are not performing to the standards they used to be and their is a gap top down with accountability from Director, to manager, to supervisor. You can clearly see this gap with the high turnover quarter over quarter in retail, call center, and business channels. Your leadership teams are not changing - so it tells us there's a management problem.
We aren't innovative or up to date with the times. We are hiring younger generations and we need to get 'with the times'. Offer work from home representatives and leaders with a system designed to completely monitor both leader and associates screens/calls/interactions.
Don't just give associates 30 minutes to learn something for a huddle and then 30 minutes to go back over it. I understand we have service levels to obtain; however, many people process information differently. If you're going to do 30 minute teachings we need it more than once a week.
