Our department is managed poorly by supervisors showing incompetence.
The impression they make is that they became supervisors just because they got here first.
They do not know how to manage neither personnel nor the time.
Team Leads and Supervisors do not read messages from agents, they rather reply something if ever, without actually reading. They do not follow up on cases, instead just report to their supervisors thus create the image of working.
One of the supervisors is walking around clueless of the situation on the floor, another is hiding or taking 2 hr lunch break.
Training performed very poorly, training material for certain procedures are ridiculously outdated.
The only trainer we have, told us she is being let go anyway, hence instead of actually training she would discuss Michael Jackson and the Princess and the Frog during work hours. The computers were old and slow thus ineffective, and mostly used to read the manual.
The company sent her to train new personnel in Springfield for EVC training.
The new employees are often undertrained, lost in internal procedures and misinformed.
Orientation for new employees is done within 1 hour with a power point presentation.
Surprisingly according to the orientation, one of the company values is "having fun" (seriously, is that a joke?).
Maybe at headquarters they do (we were shown one picture of Dara with "flexible employee" during the presentation), elsewhere not really.
Currently Logding operation agents are being trained in a rush for other duties, such as EVC procedures and emergency close outs originally done by market coordinators. Yet again, training is performed by somewhat clueless people.
This department needs change in management methods and a new team spirit.
