Constant worry about not being able to finish work you start due to setup. Currently because of understaffing and huge growth you take calls 8 hours a day. Some of these calls require follow up email work/investigating to fix certain issues you can't do in a 5-10 minute phonecall. However very rarely are you given time to do this so your "opens" increase day by day, and you are constantly told to "trello" (a website calendar to set reminders to do things in the future) things for later, but there is never a later.
Official work hours are 9-18 however you have to be at work for your team standup by 8:45, sometimes even earlier for a longer meeting (was asked to be in for 8 several times). There is a really strange "dedication" to the job amongst some colleagues which I don't quite understand, people were staying until past 8pm just to finish their work and catch up on outstanding open cases, but you aren't paid overtime. There is an implication that you have to stay, and I was made to feel guilty for leaving at 6pm.
Things outlined in contract are not true. Advertised as 1 hour a week training to develop your abilities? It was always so busy that training within work hours was currently cancelled so that never happened. I had one training session that we had to do during our lunch hour.
Big company wide meeting every Friday? Great if you are higher up in the company or not an ES, I was never allowed to go to one of these meetings as phone lines were kept open and people needed to take calls.
One week that was particularly busy, in the lunch/break room people were having their allocated hour and the CEO came into that room and guilted people into taking reduced lunch time to take calls. Seemed to have general disregard to other people's experiences. Came running down the corridor shouting to come to the company meeting, when the people who weren't already there were not allowed to go, which just added salt to the wound really!
Such a large backlog that company is never hitting service level agreements. Customers are told they would get a response to an email within 5 days, which doesn't happen. Results in quite a few calls starting "you never replied to my email, what bad service" etc.
Progression is possible but has slowed down a tonne in comparison to a year or so ago. Now that structure and guidelines have been added it's a much slower process to gain ranks as an ES. (E.G someone that started in 2018 could be a coach/high ranked ES by now, However now it takes 3 months to get to ES 1.1 and you have to go through 1.2/1.3/2.1/2.2 etc all the way up to 4 now, with each stage taking upwards of a month minimum.)
