I just recently left my position as a Supervisor for this company and PLEASE do not consider working for them! Not only do they get away with paying their CSRs bare minimum for a call center, but they do the same to their management team. I pulled a good 50 hours for this company, worked 2nd shift for them because they desperately needed it, joined the team on the promise that working Saturdays would be VERY temporary&three months later, I'm told even though they are bringing in two new evening supervisors, they will NOT be giving me Saturdays off pretty much ever! I busted my butt for them—I made calls just like the CSRs because surprise, surprise, paying $9/hr doesn't get the most reliable, efficient people in the door, all the while they bring a friend and previous co-worker of the Director in as the daytime supervisor for my division. ALL he decided to do was blame me for any problems that occured, whine to the Director until she basically demoted me to his Assistant where he then treated me like a CSR all the while he sat on his butt and wrote CSRs up for no good reason... That or he was flirting with the many baby mama drama workers there. He was so bad my CSRs coined Tuesdays "Write up Tuesdays" and eventually "Term Tuesdays" He had the nerve to even blame me for an emergency that occurred on my day off! One of my very few days off I actually took! The Director is no better—I was always naive enough to believe she had my back, it wasn't until I quit and she schemed to not have me paid my last paycheck did I realize she was no better than the rest of them. Lets see—I went 3 months working as the ONLY evening supervisor for the entire call center because they booted the previous second supervisors who was supposed to be covering the Inbound side of things. They then hire in a new supervisor, who I find out also used to work with the Director and was friends with her to supposedly come in and work 3-12a, Sun-Thurs (must be nice to have the weekends off. Hmmm). She then is given a cushy chair, full internet access (her and the other friend/previous co-worker of the Director are the ONLY two with these permissions) and was given a nice M-F daytime shift. Must be nice. Meanwhile, I've been there 3 months, busting my butt, letting them practically demote me all the while Account Managers, vendors, and clients ADORE me. I even worked from home when I got pink eye and had a note to be off of work from Urgent Care! In the end I'm repaid with the Director telling Human Resources that she basically never got my letter of Resignation (good thing I saved a copy as a PDF) and then lying to me and telling me she has nothing to do with payroll (umm she turns in my timesheet). Luckily, HR finally admitted I am owed my last check, asked for a copy of the letter of resig and wished me the best—because at least she realizes I worked my butt off for that company and was one of few great employees!
Lets talk about how they treat their GREAT employees. One of the best supervisors there is forced to work 14-18 hr days because they have yet to hire more CSRs on her account and scold her for dropped calls and lack of follow ups when she literally is at her desk with a headset on from 7am until midnight each day working until she has bags under her eyes and almost passes out. Btw—she probably makes $14/hr if you break down her salary and since she IS salary—they can work her as much as they like—no fear in overtime, so why hire more CSRs when they can just get free work out of her? They made another GREAT supervisor switch to heading another account from being the daytime supervisor with me in order to switch the friend of the Director into her old position so he could come into my group of CSRs and basically term people. Lets see what they do with power hungry, lets just delegate and never roll up our sleeves and do our end of the work supervisors. They give them full internet access, most likely a better salary, cushy chairs, daytime hours, no weekend shifts, and the ability to make up their own rules that go against HR's. Yep. So the fat cat moved to days with me basically sat in his nice little chair and delegated all of his work to CSRs and myself (because in hhis eyes, I was just another Outbound CSR... Afterall, I was the entire Outbound evening staff for 2 months out of the 3 that I was there anyway) and only left his desk to FLIRT and TERM or just write you up for whatever he wanted to write you up for. Your skirt looks too short, your tone wasn't right, you blinked for too long, you got up and went to use the fax machine AKA you left your desk. Etc. Etc. Etc. Don't work there unless you'd like to be treated like an unproductive child. You have to ask to use the restroom and write it down on your "deviation" sheet.
I ran an entire call center for 3 years, have been a student caller for 2 years, and have worked in customer service for 9 years... This is not a place to call a career. If you want to be under paid, over worked, treated poorly and have to ask to use the potty—then be my guest! And don't be fooled by the offer of becoming a supervisor like I was—divide the time you spend in there by your salary and you're probably paid less than the CSRs who make overtime, Holiday pay, etc. You also will still have your breaks analyzed (I took 1-20 minute break out of my 10 hour days there. That's it—and I was still questioned when I'd return with my dinner as to what time it was... Yep). I've won awards for my customer service and been promoted in my career all throughout my life—so I'm not just saying this as some whiney lazy, I deserved this previous employee. I am saying this to HELP people who are thinking of taking the plunge into working for this company!
Also—clients, be warned, they are terming people left and right—so no, new CSRs will not have ANY clue about your account bc their training program is HORRIBLE. You're only trained on one main account out of 22 possible accounts and then just basically thrown into it on your first day with NO information given to you. My first night I asked to take calls so I could be a better supervisor—I took calls for all 22 accounts with NO information given whatsoever. That's not what I call quality. However, the Account Managers and CEO DO have our best interest at heart and I do firmly believe it—it's from the Director down that gets lost.
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