Incoming Iceberg - Contact Center Supervisor Telvista Employee Review

Employees range from professional to ghetto thugs 1 step away from pulling a gun in the parking lot (thankfully this hasn't happened yet, just several fights, threats, car damage, etc.). Multiple times I've had my lunch stolen from the refrigerators, which is your responsibility. When I was first hired by the company, one of our employees blood pressure pills that were just prescribed were stolen in the 2nd week of training. When he went to HR about it, there was a clear hands off Wild West approach. He had to leave work early to get the medicine re-prescribed. They then terminated him for leaving during training. The Verizon FIOS contract is on a downward spiral. When I first joined the company, we had close to 400 staff. Now, at a sub 100, everyone walks around with their head ducked. All the supervisors drop like flies with little to no feedback. Managers spend all their time in meetings, come out of their office to announce a new policy, and never follow up on it. Constant requests to get things completed for employees (incorrect paychecks, missing PTO, incorrect schedules, broken headsets, outdated software) takes months to years to resolve. Payroll will fight tooth and nail to save any and all pennies since the company is bleeding. During a townhouse when they closed their Danville Branch, one of the employees asked the Site Director how can we continue in this market of outsourced employment. His answer was "We can't", but of course he didn't say that in front of everyone, he waited until after the meeting to tell the employee. Imagine running a 500+ staff with multiple contracts on 3 HR reps (1 standard, 1 business partner, 1 manager). Payroll staff rotates every 2-3 months it seems, so we are constantly behind on actually paying out bonuses to employees. Supervisors are threatened for going above and beyond their own security protocols that they instill. Growth is non existent: unless you want to be a supervisor, all other positions are filled, or will be filled, from their Mexico staff. As a former FIOS employee, both the Manager and Client Care rep have too many things going on. It was not uncommon for them to disappear from work for several hours with no explanation. Multiple time sensitive things fell behind due to unannounced "days off" in the middle of the work week. When the expected work wasn't completed, you would be punished for not pulling them out of some unscheduled meeting with our client to get a tiny signature. They talk a lot about vision, growth, accountability, but hired a customer care rep that sits on his cell phone all day, watches soccer, and disappears for 4 out of the 5 work days. The client and the contract have 2 wildly different visions, with the client wanting to use the technical staff as a sales staff, and Telvista wanting to establish a technical team. Hell, in March of this year the managerial staff made the 2 offline supervisors demote all of their tier 3 positions since they didn't want the guilt of having to tell them that. Oh, and the notice? 2 days. That's the contract, 6 bullets in the chamber ready to draw fire at any time. Do not get wrapped up in trying to save this company. You will only waste precious years of your life and go gray.