Management does not care about their senior staff at all! They restructured their payment scheme so anyone who just started is paid the same amount as people who have been working there for over 5 years! Plus they restructured everyones hours to fit into "teams" no discussion. They used to have town hall meetings where you could bring forward concerns and have them address now they could care less! There was a huge push to hire first generation immigrants as half the work force is now one of them but it seems like it back fired now they are hiring regular Canadian citizens. Now they have unrealistic expectations in order for you get get a "Bonus $2/hr" with unrealistic goals, its based on call quality but no one has even gotten a call quality in over 6 months! so how do you even know what to work on? but it doesnt matter because the call quality is about saying sorry about what the sales people/other agents promise and never put notes so you are always ending up having bad calls because the customers will say "my sales person told me..." and theres almost never any notes on file to reflect the case also they have utilization which means time on the phone. except some people work on tickets emails webchat past dues calls from the outside for customer pick up which of course ARE NOT COUNTED as time on the phone. so you could be doing your job but never qualify for a raise because you are never on the phone. they will randomly promote people not even post job offerings so people can apply for positions and rarely promote from within or even give you the time of day for an interview if you do apply. They will say that you need to work on your skills. but then they single thread (only one person knows how to do a task) and have a specialized access to their internal program with over ride so if that person is ever sick or got forbid takes a vacation they are screwed, sounds like a lack of managerial skill, or someone could call in sick but have a time frame to do tickets but they do not assign anyone to do them seems like a responsibility of a management to make sure people are trained up on stuff so they can have people who know how to do the job and able to fill in the gaps not the agent who is entitled to vacation or stay at home when sick to get better. oh and about being sick, they will know who has covid like symptoms but not tell you, there would be 7 people who are at home isolating and they maybe tell you about one person who got it that you were in contact with for 5 seconds so you can never self diagnose yourself properly. Managements have favorites where you wonder why they are still employed they will take a call then go into not available and start talking to other agents get up walk around like they own the place which they pretty much do since they talk to management all the why it doesnt register with them why do they have so much available time that they are able to have a full blown discussion for over 10 minutes. but hey its ok because management will by them a dairy queen ice cream cake for their birthday and only that agent. no favoritism there! They used to have two managers of equal power and authorization but one moved on to bigger better things, cant blame them! now they hiring an assistant manager that has to be the go between the team leads who have never gotten a raise and the management because nothing says I am not afraid of other people out performing me like putting someones replacement at a lower level than you! But I think I have said enough to get an accurate depiction of what goes on at Guest care
