Some managers are great, others are definitely not. The awesome culture, constantly referenced is more of a manipulation tool to make wanting to balance work with family seem selfish and as if you are being lazy. There are definitely some power tripping workforce managers who bully and take advantage of employees needing to adjust their schedules for kids, doctor's appointments, life etc. Promotions from the phones to floor lead positions are more popularity contests than based on work performance and ability. I've worked harder and harder, gained more and more experience and have consistently been a top performer but feel less appreciated and have less job satisfaction each day that I have been here. I've seen many great agents pushed out because of ever-increasing frustration. Often, top agents are fired. Pointing out flaws in the computer system is seen as being negative instead of constructive. Commission is said to be uncapped but the method in which it is calculated is changed every month so, duh it is not actually uncapped. Culture surveys that are emailed to employees are said to be anonymous, but you must indicate your manager (each pm has about 9 agents or less) and how long you've been on the business. Thus anyone with any constructive feedback feels unable to respond honestly without hurting anyone's feelings or apearing to be unhappy which will be read as unmotivated. When expressing desire to advance or for a schedule change you are told that big change is coming and that probably a month or two from now it will be possible. Employees are moved from business to business without warning, moves are not optional. There is no way to report abuses in power as each person is 100% expendable. You are very much a cog in a wheel of the machine no matter how much you've proven yourself. Mandatory overtime can be required of you while if you are late once you have to work a deal with workforce to avoid points. The high turnover rate is bc of the fast burnout rate. So if you want to stay, rise fast because once your morale is down it feels impossible to keep up the happy face and do the overtime to prove you are willing to do what it takes to get promoted. Also, they use money as a motivator and talk about your conversions and how the numbers reflect your performance, the best bet is to check out treat every human that calls individually and ignore the numbers bc if you notice trends, see why comp is the way it is, ask questions you will be seen as complaining not interested in how your job actually works. It is a great starter job if you have no other options/connections, and great for making money right now, but it is not easily sustainable for more than a year or two.
