Pros
No place to give the job description, so I guess I'll add it before the pros: Compensation: • Starting Pay: ○ $19/hr • EVA Details: ○ Short Term Incentive Target: $1000 § Multiplier applies • Raises: ○ Up to 3% annually • Overtime: ○ Not eligible Roles and Responsibilities: • Subject Matter Experts (SMEs): Serve as SMEs in all roles, processes, and procedures within our department. • Process Observation and Documentation: Observe and document the completion of departmental processes. • Knowledge Base Management: Write and maintain knowledge base articles, including Standard Operating Procedures, Reference Guides, Common Scenario Guides, and FAQs. • Process Creation and Improvement: Develop new processes and analyze existing ones to identify and implement improvements, including automation. • Process Auditing: Conduct weekly audits to ensure 100% accuracy in process completion. • Communication Management: Write and monitor department-wide communications. • Training Oversight: Observe training courses, review training materials, and provide feedback to ensure information accuracy. • Microsoft Teams Management: Manage access to appropriate groups/teams in Microsoft Teams for department employees. • Cross-Departmental Assistance: Assist other teams within and outside the department as needed, including handling Tier 1-3 interactions, completing escalations, and creating/presenting training materials/courses. • Miscellaneous Tasks: Perform minor janitorial and IT-related tasks as required. • Additional Duties: Undertake all other tasks as assigned. Pros: • Most "pros" would just be the standard benefits offered to all employees (e.g., 40% off, health insurance, tuition reimbursement). • Whenever another department or floor has a lunch/party, the leftovers are provided to our department. • Sometimes you get offered a pizza party for going above and beyond. • Sometimes you get coupons for free or heavily discounted shoes for going above and beyond.
Cons
Cons: • The pay is really low for what the team is expected to do. • EVA bonus isn't guaranteed and hasn't been paid out for FY23 or FY24. • Raises aren't guaranteed, and there's no extra bonus/bump for "exceeding expectations." • The reason the team can't get OT is that "The Process Team is the highest paid team in the department by several dollars" ○ Tier 1 roles start at $15/hr, and the lowest Tier 3 agents would make like $16.50-$17/hr. ○ The Process Team's pay is only like $1-$2 more than Tier 3, Team Leads, Advocates, and Quality Assurance specialists. § All of these roles can get OT and most get quarterly raises and bonuses, making their pay able to scale closer to or more than Process Team's. • The roles and responsibilities are never clear and keep growing every year. ○ Most of the team has asked for a clear list, but it's often denied because of the "nature of the team". • There's no actual limit to the "Additional Duties" part of the team's roles and responsibilities. • The leftover food from other departments'/floors' parties is often several hours old without refrigeration and might be unsafe to eat. • You never actually get the pizza party. • Sometimes the coupons you get are already expired. • The team went roughly a year without leadership (Manager or Coordinator) ○ Apparently, the VP (or whatever) didn't even know these roles hadn't been filled for several months. ○ The coordinator role still hasn't been filled. § The plan is to back-fill the role, but not anytime soon. § A Process Specialist has been doing this job for several months without extra pay. • Another Process Specialist has been helping with and QA testing companywide projects related to our department for several months without extra pay. ○ This job was originally done by a Manager who got promoted to Director. ○ There's no plan to fill the manager role. ○ There's no plan to create a new job to cover this part of the original manager's role. • Some team members get special treatment, while others get blamed for minor mistakes they can't control.
