Communication is lacking for both management to other management as well as management to their direct reports
Failure to commit to processes and even address the gaps identified
Leadership sets a poor example by managing their work as well as working with their direct hires. They constantly pass off their leadership responsibilities on their direct reports and take credit for their work.
During promotions they have you perform the duties of the new role, but wait months to pay you the new wage because they are "processing paperwork". They will not provide back pay for the time you wait as well. They also will not provide you with written paperwork for your promotion and show you what your salary is and sign agreeing to it. Everything is verbal which leaves the employee no protection.
Took 3 months into the calendar year for the company to approve of the merit increases which means 3 months saved from their coffers and employees pay the price
Members of leadership try to lead by the old policy of fear which impacts morale and actually hurts proficiency of work
Since current managers have little to no IT background they have no clue what to look for when hiring. They hire people with no skill using a computer and expect them to learn the ins and outs of a computer and also troubleshoot issues after the first week of being on the phones
Cannot present to the companies they provide service to what they need in order to meet the requirements of the contacts they sign. They lack the ability to identify what access/accounts are needed for their agents to succeed
They have no quality team to go over the tickets that are being put in and make sure agents are following guidelines
They constantly fail to be prepared for startups of new contracts and blame the agents and avoid the blame on a management level
Current turnover rate is 80% on their biggest contract and the percentage is close for other desks as well. Since they are so low compared to current market value people establish the experience on their resume and then run the other way.
Pay scale is set for the living expense of the Peoria Area and currently they are 5-7k under the current market value. They ended up lowering their base salary to provide hirer salaries and bonuses for their management level positions.
Safety is not important even though the cultural commitment states otherwise. They have you skip the fire drills for your buildings to make sure that you fully understand what to do in those situations because the client is more valuable then the life of their employees
Develop people does not happen. Since their hiring is terrible those key good individuals that should move up are held back because of the weak backfilling that is performed. Those people are held back to carry that team and end up leaving because of it.
Nurturing of relationships also does not happen. Since the communication is severely lacking with leadership and your direct manager does not answer you because everything is through email and not in person if you go to the next level manager you will be crucified for it since they run a old boys network.
