When I first joined in 2016 the office was smaller, I received a decent training and felt as if I was a part of a team. There was always pressure and strict lateness/sickness policy - but manageable as the team huddles and other outings partially made up for it. Last two years the office has steadily become worse, to the present time where (I hear from former colleagues) the work environment has become unbearable. Many of the team leaders are not qualified, I have heard several of the male team leaders talk inappropriately about people in the office and even one of them describing having sex with an agent. This was 1.5 year ago, some of the misconducts I have heard about while being away are just utterly shocking. Being promoted is all about networking (did not use to be) and same people get ignored time after time. The TL (especially externally hired) have close to no knowledge of what their agents jobs are and they also do not care. It is all about how long you keep your customers on hold or how many you manage to get through in an hour, encouraging copy/paste replies and sloppy efforts when there are complaints. If you are hired for a smaller language you can be forced to work on the English line, even when your language has a caseload for you to work on. Explanation being, demand on english line defeats enquires in your language? This is clearly poor management as then recruitment will constantly encourages you to refer more people to your line due to demand. So happy I never have to step a foot in that office again, what a depressing dump.
