Management is horrible, and there’s nothing transparent about expectations because they change constantly, so you never know where you stand. Everything is about metrics, not people, and employees are punished instead of supported. They hand out “final warnings” for things as ridiculous as using the full three minutes of after-call wrap-up time and then threaten to fire you for “avoiding calls,” even when there are ten-minute gaps with no calls coming in. To make it worse, they just changed the policy so now wrap-up is one minute. and they say you can use the full minute every time because an AI system will handle the documentation. So basically, I got punished and written up for something that they’ve now baked into the process. A couple of months ago they did a mass firing, and there’s no safe space to ask questions because if you do, you’re labeled as insubordinate. The culture is toxic, fear-based, and designed to break you down. The only people who last here are the meek and mild who don’t speak up. This company is a revolving door where management rules by fear, constantly shifting policies to suit themselves while employees are left disposable and burned out. News flash. You’re just another headset to them.
