Poor leadership. There seems to be too many people that are in charge but no one knows who to reach out to if theres an issue they cant assist with. Theres a lot of communication problems between leadership.
The break system is pretty bad. I've had my 1st break and lunch only 20 minutes apart.
While WAH is amazing there are of course issues that follow. Namely, the group chats are not always helpful. It's sometimes difficult to get answers you need that you cant find yourself and once someone does finally reply they usually ask you multiple times if you've tried other means to find the answer. Which makes for long hold times and upset clients.
The biggest complaint, I think for me, is the disregard for the workers time. Planning ahead for vacations or out of town trips is a nightmare. They wont approve your time in advance. I've been told there is no way to send time sensitive requests higher up, no one to email. If you plan a vacation months ahead and notify them several months in advance they wont give you info until the first of the month you have your vacation, if not up to the week of. For a company with this many employees youd think there would be a policy in place to ensure that employees are rewarded for being diligent but that's not the case. Leadership acts as though there is an entity far beyond their reach that you should just hope and pray to that they approve your request so you dont get told the vacation is not approved and lose out on nonrefundable suites, airfair, tickets, etc.
Other cons include their systems, it seems like there is a lot of unfinished ideas to improve call rep handle times and this has lead to different information being located in 8 systems and you're told constantly to stop using that, use this and then a week later stop that, do this. Makes it difficult to be efficient.
Chance for growth is pretty bleak.
