Management should be proactive and look at the big picture, not just the next few minutes. It is completely reactive and does not make an effort on foresight unless forced to do so by circumstances, usually when it has reached a crisis point. Many are women who found a way to get into a management position so that they wouldn't have to deal with the real work any more. Worker issues are treated as business as usual, to be endured instead of looking for a remedy, especially if it involves dealing with another department which might cause resentment. Personal devices are prohibited like cell phones or use of the internet on personal time but that doesn't seem to apply to the managers who shop online, talk on personal phone calls, and wander around socializing with their favorite people, taking them away from their work. They watch and publish stats to inform you about your status with an occasional suggestion that things may need to improve. No guidance is provided or acknowledgement of conditions that affect performance and are beyond the control of workers like broken systems. What many customers probably aren't aware of is that when they ask for a supervisor, they are only getting another worker elevated to the status of being the escalation person making the customer feel as if they are getting more help. This position has no more ability to solve the problem and they are counting on the customer being satisfied that nothing can be done since a "supervisor" told them the same thing. The real supervisors avoid calls from customers as much as possible unless it has become an executive level issue and they are compelled to deal with a problem themselves.
