Site Management and Supervisors do not always hit the mark hiding their personal feelings. (maybe that's a pro honestly, because you get clued in on whats really under the hood.)
Every few mornings they have a Management meeting where it is the usual pounding out of how to behave towards employees and maintaining a positive attitude at all times, pushing executive goals. They have the hardest time of anyone in the company. Associates who know what they go through decline promotions because of this. There is a tremendous pressure to be fast and just process calls. But there is the added pressure that while you do it, you maintain a near perfect quality score.
They have high call standards which isn't in and of itself a problem, but they expect you to field so many calls as fast as possible that quality suffers and you can get marked down for the most minute detail being missed in the way you talk to someone.
The executives care so much about numbers that they had temporarily halted the quality scoring practice in favor of just getting the numbers up. I get it, you have a declining workforce population. So we were losing business because we weren't able to field as many calls.
Speaking of that, the goals they have in place seem like they are achievable, and they are if you are willing to sacrifice humanity and sometimes cheat a little. They have the bar set by people who have gamed the system and left the company before they could be held accountable for their discrepancies in performance vs legitimacy. A new CEO is in place and he seemed very concerned at first with fixing things so that expectations are more realistic and common sense rules the directive but what he says and the direction the company is going are two very different things. He has contradicted himself numerous times in the short time he has been there and seems to be pushing everyone to produce numbers instead of quality.
Pay is better than minimum wage, but not enough for the performance they expect and the stress they put you through.
High Turn around - People leave throughout training. People Leave after their first day. Management Fires people who do not perform well enough. Their biggest problem is their shrinking workforce, and they have the brass to let trained and motivated people go. Completely backwards at the top of the tower.
Team leads and Supervisors had a mass exodus to better opportunities because no rightly minded person wants the job. The remaining Supervisors are desperate to keep their jobs, have families to support or are too old to go job hunting. Its tragic and avoidable. The job and people are uniquely suited to be the solution to this problem, but the executive branch needs to get it together or they are going to lose everyone that matters. Maybe that's what they want.
