Where do I start?
Leadership is non-existent. Im still not sure what supervisors are supposed to do. My supervisor's Teams status is always set on busy, she rarely answers questions when I ask, we rarely meet ( unless she has something negative to say about my performance or some change has happened), when I have a question I'm always referred to the Support Queue yet on the Teams chat for our group she's posting memes, gifs to initiate "dance parties" or talking with the other coworkers that post messages on the chat. If she is talking to them why can't she assist me when I ask her something? I rarely open Teams at this point because there is no point it! I ask my trainer more often and he's available more often than my supervisor; he even answers when he's training. So, aside from looking at how much I leave the queue, use ACW, being in meetings, how my performance is going I'm not sure what supervisors do in this company. Everything she has said she was going to teach me back when I was a new hire I had to ask around about or learn on my own, which is fine, except its unprofessional to not deliver on your word. Its so bad that I have a condition and I asked her about accomodations. She told me she was going to email me the information; I waited a week until I decided to go to HR and research on my own. Im baffled how a supervisor in this company has any right to evalute people when they're so mediocre. Mind you, Im judging based on my supervisor and the experience I've had with a few others.
Ive worked in many call centers and Ive never had such a bad experience with useless and unprofessional supervisors like here. Theyre always naming new people as supervisors and to me it seems that you really dont need to have a lot of experience or preparation to be one in VSP!
From management we go to systems. Ever since I started working here I've been system issues; randomly when I try to make a conference call I get stuck and cant hang up the call I made or return to my original call. We have to do these reports called PRWs and I've lost count how many Ive done related to this issue. My internet is super fast, I pay for the fastest short of business quality because I want to be able to work smoothly. Their IT department and my supervisor always ask me if Im hardwired and it boggles my mind because their computer is not built to receive Wifi! This is something that IT should know. They always ask me to reset the router or to check my speed. I've also lost time how many times ive told them my computer is hardwired, that my router has been reset and that my speed is fast. The performance of my internet is not the problem; its Salesforce! They use a form of Salesforce thats been tweeked and taylored to VSP's needs. I know this because my husband also works in IT and has looked at it; hes seen me struggle and stress out when I try to initiate a conference call and Im stuck in silence without being able to return to the customer or hang up the other call, sometimes for 20 minutes! Imagine calling Customer Service and staying on hold for that amount of time? What have they done to fix this? Nothing, because they keep blaming my upload speed that always tests in the over 100 mbps and closing my tickets. Its been adding to my hold time but according to my supervisor they cant fix that; so everytime this happens I take a hit to my Adherence (the time Im tethered to the computer which they are fanatical about) and its not even my fault. The program they use to see the policies is always buggy, today I discovered that theres a bug that prevents us from seeing all the letter we have available for Cigna unless I play around with the options to make it appear. Its pathetic.
The pay is bad for the amounts of things and stress we go through. Im currently looking for a new job and I've seen how in Walmart or Amazon the pay is better and have better benefits than in this place but I digress; theres just so much wrong with this company. If I keep going I can write a book. I wouldnt recommend working here unless youre super into remote and have no other option but stay away from here; the stress is not worth the bad pay and the mediocre benefits. This is a stepping stone. I can't even say I've learned something of value except how bad the Vision Insurance industry is.
