I used to love this company. For 5 years I gave them my all and I always got back what I put in. This year they've pushed more sales down everyone's throats, and have stopped responding to our feedback. I had to send an email 3 times in 2 weeks and CC a senior manager to know about my performance
What are some of the best things about your team?
Despite the constant frustrations that we experience, we lean on each other for emotional and mental support. My coworkers are the reason I stay. When we succeed, we succeed as a team.
Why do you feel undervalued and what would make you feel better about your compensation?
The company claims to be retention-focused, but they've done nothing to retain coaches. Other Nashville-based call centers, such as Lyft, pay more and have better benefits; i.e. 18 weeks of paid parental leave as opposed to 2 paid weeks here.
What's going wrong and how can it be improved?
Customers call in every day because they've been tricked or outright lied to in order to get them to sign up for our programs. Since we've started sales, our actual culture has disappeared and we're pretending like what we're doing isn't basically illegal.
What needs to change to make the company culture better?
Do away with the grading AI. No work additions without additional compensation. Stop expecting salaried employees to volunteer for "opportunities" where they just work more in order to create a "culture". It's stolen labor. Fix your systems. There's no reason we should be without tools for months.
What does the leadership team need to get better at?
We have consistent feedback for things that need to be fixed or understood in order to perform at the level that we're capable of, but in my 11 months in this role we've seen very little done to make our job easier. Instead they've opted to add to our workload with less tools and more hours.
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