•Shift bids every 6 months based on metrics (no seniority), leadership only focused on metrics and “delivering premier service” when they themselves are inexperienced and very few actually tech savvy.
•Operations Managers rotate frequently, changing clients and departments.
•In the course of two years, you could be working on up to 10 different teams/leaders/schedules.
•NO SICK DAYS - any unexcused time counts against your metrics and eliminates/lowers your chance of a bonus or good schedule ranking.
•Miscommunication between “supervisors” and policies, forcing department changes and unexpected audits (that they are unprepared for) from external clients and unnecessary stress to employees.
•Good company to start at when working at a new site, but quickly fell a part with high turnover.
•Incentive based bonus structure readjusted or changed to hurt employees and favor company randomly, as it is constantly being re-evaluated.
•Almost every manager or leader is guilty of poor grammar and spelling in written communications, but expect perfection when speaking with customers/clients.
•Very high call volume and at times, mandatory overtime or “leadership” pressuring employees to sign up for additional hours outside of their regular working hours.
•When working in a role that is fluent for both voice and chats, priority appears to be given to those technicians to chat with poor surveys, or individual favorites within the department (no fair rotation to maintain proficiency).
•Troubleshooting is not trained, nor education on specific devices, but the roles are expected to know “how to look for information”. Many times, online simulators are inefficient, knowledge articles are not updated, or search results can be blocked (depending on client) for certain hardware and software scopes.
•Metrics are unrealistic when troubleshooting over the phone with customers of different technological backgrounds and wide scopes of equipment/devices.
