Hillsboro Call Center in Constant State of Flux
Pros
* Decent pay rate * Medical, Dental, Vision benefits from date of hire * Free Netflix subscription at the highest plan * Retirement plan with matching * Employee Stock Purchase Plan (although they're threatening to take it away)
Cons
The Call Center is constantly changing. The people driving these changes will try to convince you that it's positive, innovative, progressive. I say those people are just coming up with ways to make themselves look like they're working hard. Granted, there have been some positive changes. But the recent reorganization that occurred with the latest shift bid? I used to have a competent supervisor who would help me when I needed it and who knew I was competent enough to handle most things. Now I have a supervisor who knows that I've been here two years and that my scores consistently put me in the top 50 performers ... but she tries to get out of taking escalations by giving me "tips" to de-escalate and telling me to go back to the customer with some compromise they've already declined. (Gee ... I think I have a good handle on how to de-escalate a call by now. If I'm asking my supervisor to take the call, I've done everything I can and the customer has asked for the manager. Just take the flippin' call, because sending me back onto the phone will just make the customer angrier and make sure they give a "no" response on that customer satisfaction survey. Awesome.) This latest re-org seemed to be completely geared toward shaking up teams that had just gotten into their groove; my old team had great combined scores and even though most of our shifts didn't change all that radically, we all got split up. It seems truly unnecessary.
