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they need to stop taking advantage of their lower staff (L2s and L1s) and changing requirements on an almost weekly basis.
What do your coworkers need to improve and how could you work together better?
The training department should just hire warm bodies but look for people who can understand and follow directions and have some knowledge about tech.
What's going wrong and how can it be improved?
The company needs to understand that people on the phone deal with getting screamed at, cussed at, and belittled by most customers on the phone.
Why do you feel undervalued and what would make you feel better about your compensation?
The company severely underpays their L2s for the requirements that they have for them. Not only are these people responsible for managing the team and guiding all the team members on their calls, but the most they can make is 14.00 an hour and that is if you can talk your supervisor into a raise.
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