Management excels at uber micromanaging, constant threats! There are unrealistic KPIs that reps have no control over but weigh heavily on their reviews and create constant unnecessary stress. Mention stress and the employee assistance program will be suggested! Metrics require
reps to solicit on at least 40% of calls they receive, this is tracked by AI and reported monthly. A rep can meet that metric but if the customer doesn’t want a quote for Life Insurance, doesn’t buy another line of business, the rep can lose their WFH days and when they do, their manager loses theirs too-does that make sense! Don’t meet the call metrics, you’ll lose your WFH days, no matter that the phone system has constant, unresolved issues effecting your calls. Rep spends too much time between calls back to the office for them, don’t answer enuf calls back to the office, don’t sell enuf policies, back to the office. So, don’t believe the promise of a hybrid schedule. Great customer service hours means you’ll work holidays and Saturdays no need to choose, mngt assigns them to you. Yes, you’ll likely be assigned a Saturday and Monday holiday in the same week because the scheduling dept has no respect for your time or “work-life balance”. Scheduling time off is a fiasco, mngt limits number of people out each day and if you and someone with better KPIs want the same day off, you won’t get it.
