They were too busy constantly changing everything to every get anything working correctly. Turn over hurt and due to many factors it was a constant. Training kept getting shortened and shortened for the position and follow-up was abysmal by the time I left. Call Center work isn't for everyone and it's a call center. It was a 24/365 operation with rough scheduling and very little flexibility. What appeared to be generous PTO was often used up quickly because they wouldn't arrange the schedules to get you two days off in a row and you were often lucky if one of your off days were on the weekend.
The work environment was highly cliquey with very few making the effort to step away from that. On that note you'd often find that people were getting opportunities based on who they interacted with and what shift they were on rather than merit. The people who worked second or third shift were often passed over for promotion opportunities even if they were just as competent as the day shift often because their work wasn't seen by the people making the decisions. The evening shift was often supervised remotely or via rotating in-house Supervisors. This made things inconsistent and lead to senior employees often picking up the slack. Second and Third shifts were necessary evils and treated like it. If you are considering this position understand that Evening and Overnight shifts are not presented the opportunities or care that the Day shift is presented.
They often put people in supervisor/manager roles that were either unfamiliar with the work or from other departments that only saw this unit as a stepping stone to a better position. This lead to Supervisors who had no knowledge of some of the basic systems, Supervisors who didn't care about the department or their employees - who were there to sit on the position until they had been deemed worthy to move up, and Supervisors that frequently pushed their work onto senior employees. They cared about appearing like a kind employer than being a kind employer. They will talk themselves in circles about how good they are to work for.
