Pros
The pros were pros before you actually get out of training and then everything you were told changes DAILY...
Cons
I worked at Metlife of almost 2 years. When I first started I was supposed to be in Disablility, I then received a call 3 days before I started and was told you will now be training for P&C Claims your hours will still be the same 8-5 and NO WEEKENDS. I trained for 2 weeks in Claims and then was told we are going to combine your class with the class that starts in July (my class started in May) and will be training on P&C Service, no more claims. Was in training until November. MAY to NOVEMBER training that's a long time. Training was great and we were promised all these things during training that ended up changing daily. At the end of training we were told we were going to be included in the shift pool, however, since we had only been on the floor for a little over a month they didn't have enough data to actually put us in the shift bid so we would be bidding against each other from our combined class. Well when it was time for the shift bid we bid against everyone in P&C so not having enough data and being new to the floor bidding against people that have been doing this for 10+ years ended up getting a crappy schedule different times everyday and then came the MANDATORY SATURDAYS IF YOU WORKED LESS THAN 10 HOUR DAYS. So not only was I told I would have the same schedule as I was told in my interview 8-5 no weekends, now I am working 1030-8 on Mondays, 9-630 on Tuesdays Wednesdays off, 10-730 on Thursdays and 930-7 on Fridays and my mandatory 10-2 on Saturdays. Some people might not think that is a bad schedule, well I based my acceptance of the position based on the schedule I was promised, I have kids and a life outside of Metlife. So there were Saturdays that I would ask if I could work 8 hours on a Wednesday, which is my day off (because they claim after 5 they needed people to work overtime and didn't have enough people on the phones) in exchange for the 4 hours had to work on a Saturday so I could see my daughter play soccer. I was always told NO I only asked 2-3 times so I wouldn't miss another game, I missed all the weekday games. The management bases their decisions based on feelings, if they didn't like you or like someone else better then you were not given the opportunities that everyone was given. Management has no clue what they are doing, I had a manager that had been there for over 10 years and would ask me that had been on the floor for a couple months questions, so if I have a question who do I ask if management is asking me?? The metrics are a joke, you are told in training the only thing that matters is customer centricity, the rule of thumb is 1. the customer is always right 2. when in doubt see # 1...well that is not right you have 6 minutes to answer all there questions, fix their problems and get them off the phone or you are in jeopardy of getting coached (by the incompetent supervisors) and not getting a bonus because bonuses and raises are based on your metrics...well employees would do the bare minimum to get the customer off the phone, so when they call back and have a huge issue because the first said CSR didn't do their job so they have perfect metrics, I get the call and being CUSTOMER CENTRIC AND ACTUALLY CARING, spent the time fixing the issues and getting compliments from the customers and they would actually want to speak to a supervisor to compliment the time I spent and the work I put it to actually fix the issue. So when the supervisor gets the call or voicemail from the customer complimenting me I get a "certificate" looking piece of cardboard with my name and date and hung on the cube in the aisle for everyone to see when they pass, however, I then get coached for how long the call took and what I could have done differently to rush them off the phone considering METLIFE is so CUSTOMER CENTRIC. It is very catty there as far as supervisors go...all the supervisors sit around and gossip about people that work there, for everyone to hear, so unprofessional and if they are not sitting around gossiping they are emailing it to each other. Saying really nasty things about people, sometime hurtful things if you get offended easily or are sensitive. THERE AREN'T ANY SUPERVISORS THAT WORK IN THE DAYTON OFFICE THAT ARE PROFESSIONAL!!! I am not saying that because I am bitter or angry it is the honest to god truth. The systems never work properly and if you go into AUX because your systems are not working guess what??? yep it counts against your metrics. EVERYTHING COUNTS AGAINST YOUR METRICS EVEN IF YOU HAVE TO GO TO THE BATHROOM! IT IS DESIGNED FOR YOU TO SIT IN YOUR CHAIR TAKE AS MANY CALLS AS YOU CAN IN YOUR 9 HOUR SHIFT AND GET THEM OFF THE PHONE IMMEDIATELY. It is a design that sets you up to fail because let's face it if someone calls in because they have an issue with their auto policy, because the first CSR didn't do anything, and you have to spend the time to correct that and then they say well can we review my home and pelp policy as well....well that is obviously going to be more than a 6 minute conversation. There is no accountability for the CSR's that did not do the job correctly the first time causing a call back but you get coached for fixing it and it taking more than 6 minutes. My first call resolution was 100% for almost 2 years but that didn't matter I guess it is more CUSTOMER CENTRIC to rush them off the phone, not correct the issue and have them call back, than to do it right the first time even if it takes 10 minutes and them not having to call back.
