I've worked at the call center since it opened until 2016. At the start it was an amazing place to work at. Management and employees worked in harmony as we were all still trying to figure out the systems and the job itself.
Two years into the job our CEO Michael came to power (yes power is associated with dictator ship, and it has since been nothing short of one). The best managers were fired and the brown-noses, and great talkers were left.
Enter the new managers. These people are the most inexperienced managers in the world. they have no clue what they are doing, and refuse to learn. They micro-manage and they believe that they are right at all times. The senior management consists of five main managers: D, T, D, C, and S (I'm going to respect their privacy and withhold names). They then have some lower level managers under them who basically do all their work for them. These lower level managers are actually some of the best, but they have no say in anything which is actually unfortunate.
Do the senior management care about your work life balance? No
(They scheduled a Temp employee to work 8-4, come back at midnight, then work the following morning 8-4 and then come back at midnight for a whole 2 weeks. and there are many many examples from where that came from
Do they care about your safety? No
(We tell customers to leave the building when they think that they smell gas; however when employees smell gas inside the workplace they are told to remain in their seats as there is no smell of gas). (They tried to get a pregnant lady to do a MRI to prove that she was actually injured). (They called a cancer patient multiple times to inquire when she was coming back to work). I wish I was trying to make this up.
The worst part of it all is, they refuse to learn, listen or care. They have been told numerous times about possible improvements and it goes in one ear and out the other before you have even finished providing your recommendation. When you go to them for issues, they use the famous customer service lines " I can see where you are coming from" "I understand what you're going through". If you are a sweet talker, a suck up , then by all means work at this place. Otherwise stay away, for your health and safety.
This review is not coming from a "bad or lazy employee". I am proud to say I was good at what I did, and fought the good fight.
Are they up-front about anything? No.
NEW EMPLOYEES this is important. If they tell you initially that you "may" or "will have the opportunity" to work a graveyard shift "if you choose to" ; please note that this is the biggest LIE ever. You WILL be put on the shift and they can change your schedule when and where they please. I don't even know how upper management deals with the ridiculous turnaround. We had a group of 18 new employees. Within a month they had dwindled down to 2 (Yes, because they were all put on the graveyard shift).
- Another Con is the union. Since it is relatively new at the call center, it is not very strong. Things, I think are looking up from that perspective, but I will never know.
