After 2 years working under the same title and very happy with meeting my numbers and Metrix and smooth systems they pulled us to change teams and they tell us this is our (Forever team) going forward, 1 month passes and we get changed to another team manager, we are then given no choice but to change roles from a Tier 1 to a 2 as they fool us telling us "Congratulations you were promoted" as they start telling us the "promotion" only paid us 50 cents more, which was 2-3 dollars less than what the average pay was for this tier, we were forcefully pushed this position with no choice but to take it or quit as they informed us they were no longer keeping the queue we were in which was Itunes tech..
So as we carry on with this new role a new class appears in the chatroom and guess who the new class is? New Itunes reps! a whole new batch that the now forced Tier 2 reps have to support in escalations that we weren't fully trained for and with a whole new set of Metrix to meet being under trained and more pressure added to keep new numbers i start seeing many of the team i graduated diminish quickly, as soon as Covid-19 struck in 2020 they expedited the process of releasing reps who didn't meet even the tiniest Metrix like AHT where it wasn't more relaxed for the escalations, they literally made it very easy to terminate anyone at any time they wanted by not tweeking the Metrix for common sense time frames dealing with irate customers that lower tier reps had heated up over the phone, so now you are fighting with trying to make AHT with a customer who has every right to keep you on the phone because you are "The manager" as far as they are concerned and your AHT goes through the roof, at that point your manager has you by the balls because they can now use your AHT as a carrot on a stick to Term you, which now have you fighting to get customer off the phone faster, this is when your quality score starts to fall because customers start to feel they are being pushed off the phone by someone who they thought they could pour all of their frustrations on to without..
Concentrix deliberately does a bait and switch routine when their being pressured by their client to lower staff numbers.
On top of it all employee's started a class action law suit against Concentrix for overtime pay they did not pay.
We were required to sign a letter that was sent to our work email, guess what happened? (Concentrix suddenly had email server issues), the emailed letter we received gave us 30 days to sign it and get it over to them, concentrix (a high tech customer service provider) email server stayed down the entire 1 month exactly and then quietly resolved exactly a day after.
Very shady company that does dirty tricks to over-haul reps.. BE VERY CAREFUL WORKING FOR THEM..
