I can only speak about my own department, however for the amount of time I have been here, and the things I have seen, it is hard for me to believe that the rest of the company is so blind to these issues, therefore brings me to the sad realization that this must be a company wide issue. There have been many HR complaints from myself and others in the past regarding the departments team lead and overall team moral, yet nothing has changed.
The lead in this department harasses people daily. Behind their backs, mostly. She has told me things about peoples personal lives directly, and has also spread rumors about myself to my teammates. There as an incident where she was talking very ill about past employees of our department, right in front of our new manager, and the rest of the team, during a team outing. Manager never shut it down, and that was the start of seeing his true colors as well.
We are short staffed, and way over worked. They like to make you feel that you are the problem, and not them.
They will tell you things like "you are stressing yourself out", "you are over thinking", "you shouldn't let what other people say about you or others, effect you". Yet, they will not put in the work to change their actions or the actions of others. It is a very unprofessional and negative environment.
Many agents over the years have left on stress leaves or have resigned due to the stress and the health concerns that follow that stress.
Going back to management being new, management is also not trained and has no idea what his daily agents job duties are. If our lead is out, he does not know how to assist us with almost anything. Although the lead is very unprofessional and has had multiple HR complaints against her, as she is very knowledgeable in porting, and we do not have many agents that know as much as her, I feel that she is safe from reprimand.
I have spoken to, and gathered information from, many of my current teammates as well as some from the past.
I have forwarded information to HR, and have not seen any changes as of yet.
When it comes to my manager, he is quick to come at you with a line of questioning that is only based off of his assumptions. There has been two incidences where I have responded to him via email to be transparent about how his approaches to me make me feel. Like he is reaching out to me to interrogate me, not to seek clarification.
I feel that as I have started making complaints, I have also been treated differently. Almost as if they are pushing me to quit.
Outside of team moral and poor leadership, the processes are not consistent. There is an obvious divide between departments. It seems as though leadership in many departments set this "That's not our job" tone, and it shows.
No one wants to work together. Despite what is said, our customers are not the priority.
