Have Supervisor Title but not Supervisor Pay - Fraud Account Supervisor Foundever Employee Review

There are so many I have to break them down into sections. Facility- Nice and spacious, very big nice break areas and cafeteria. But there are some empty promises. When we first arrived at the facility they said that they were gonna bring in televisions so we can watch tv, pool tables, and WiFi for the employees. This has not happened. They installed one television and it's just a video they created with some of the staff about how to dress appropriately for work(I know, they shouldn't have to tell Adults this, but they do) and it's in a constant loop all day driving you crazy if you are on the couch in the break area to catch some zzz's or talk to your health insurance agency on the phone. There is WiFi but it does not seem that we have permission to access it. The area where the pool tables were supposed to be still sits bare. The bathrooms have to be cleaned frequently, most of the time I have to wipe down the toilet before and after I use it. I swear to God I have lost faith in all woman, I think they just lift their leg to pee because there is always a ton of pee on the toilet seat. If that's not the case there's always that one person who uses like 20 toilet seat covers at once and then leaves it there like an animal. Parking- When the facility originally opened they had a large parking lot in the back of the building. Everyone parked back there because you can just scan your card in the back door and just punch in at the computer kiosk which took like 2 minutes VS having to walk through the front entrance and walk like 3-4 minutes to the nearest computer kiosk. They closed off the parking lot in the back a few months ago. They say it was because people were "screwing around in the back(i even heard about a fight) and that people were coming in from the back entrance without badging in, or possibly some that were not employees. Now everybody has to use the parking lot across the street and it is really crowded. There is rarely parking in the front of the building unless you come in at like 7am. People were abusing handicapped parking by using relatives placards, so now to get permission to use handicapped parking you have to have proof that YOU are disabled and get a pass from HR to put it your window. Food- They have free coffee/espresso machines throughout the break areas with cream, sugar,sweetener, and hot chocolate. The coffee is like the worst tasting coffee that I've ever had but it keeps you awake. On the floor the only candy they have is like this Abuela candy they must buy in bulk from staples. It's so gross the butterscotch taste like sugar water. This is the only candy that is allowed on the floor. When I first started there were vending machines but those were done away with. They have these two self service "stores" where you can purchase refreshments. The cash register is a computer with a camera in it. You have to create an account and have exact change or it will put the money on your account. You can put money on the account with a credit card or debit card that way all you have to do is pay with your fingerprint. The food is ridiculously overpriced. A small Arizona almost costs like $2 but the Arizona factory is like up the block from us, like what the heck? Training- So I was advised that I would be a Fraud Account Supervisor for a credit card company's fraud dept. Thunder would be receiving inbound phone calls. Training in the classroom was four weeks and then training on the floor was two weeks. In the classroom my training room started with like 20 people. By the end of training I thin fitness half of that. 25 percent of them failed the security test and were terminated. Training is mostly just doing tutorials on the computer and having a training teacher read a bunch of slides off a plasma. My training teacher was great, but I don't think she is there anymore. Since we were the second group of recruits we were also assisted by the credit card employees from the other facility. We were given notepads to take notes but they were locked up at the end of the day and on the last day of training we couldn't take the notepads on the floor we had to carry them to the shredder. There is like a ton of codes and stuff to remember it's ridiculous. Once we got to the floor training it was like everything went out the window. We were the second group of recruits so we teamed up with the new recruits like twice and watched them on their calls. During floor training we did have agents from other facilities from other parts of Florida and even the Philippines come in to assist us. I struggled but I completed training and on the last day of training I caught my first fraudster! When I got out of training it was a different story. I then learned that in our department since we receive inbound calls and "Supervisor" is in our title we have to take the call no matter what. Some of the time it doesn't even pertain to fraud its just the call is sent to us if the customers demanding to speak with an American representative and there is no number to the American customer service dept. I should mention that if one dept can't be reached they will forward the call to your department and you have to take it. Our Duties - Everyday we have daily news and we have a new task we have to be familiar with. It's like once a week there is a new tutorial on a new procedure we now have to do. When I applied it was originally for fraud. Then now we do tech support tasks, payment tasks, etc. And we don't get a raise. There is an outbound fraud dept across from our dept and they spend their entire shift sitting in clusters and talking about weaves, chicken wings, and other gossip. I rarely see them do ANY work but they get paid as much as we do($11/hr).And for some reason their calls get forwarded to us. Sometimes they lock cases and go on lunch break. The customer calls in and we can't take care of the account and have to go on a hunt to track them down since we don't have instant messenger at our facility. We receive calls from other departments in other countries and the audio quality is terrible. Some of the customers are extremely high value and they get upset because it sounds like they are talking through a busted fast food drive thru. Sometimes the calls get dropped and in a lot of cases we get silent calls and have to disconnect. There are some system issues too, there are some people who have worked there for months and still cannot take calls because something is wrong with their login info and the phone program. We have in-house IT but she ticket will take weeks for them to help and it's not really helpful. Also some of the agents at other facilities have a language barrier with the clients and totally mess up accounts. I had a customer call in today and I was so confused about the account. For example The foreign agents deactivated the wrong cards onan account. And sometimes the other agents below us promise the customers stuff that we can't do because they don't have to fulfill them or will get a survey. Then the customer gets mad at us and give us a bad score. Now the scoring, there is nothing we can do about it. This is set up for the shareholders but maybe they could explain it better. We can't tell the cardholders to give us a good survey or solicit. So if a cardholder doesn't give you like a "highly recommend" for a recommendation, like even a 4/5 they will consider that a negative review and your score dramatically drops. We have to have a really high rating of how much billable hours we help make the company by remaining logged in. Assistance- Sometimes you may need help with a call. They way they divide the groups my schedule does not sync up with my coach and I almost never see them. And if they are there they are nowhere around. We don't have floodwaters in this facility. So I have to try contacting internal agents but the wait time is so high especially if there is a training class on the floor. So if you attempt to contact management they are rude, don't want to help, and/ or tell me to contact my non existent coach most of the time they won't take the call(even though they are supposed to). One manager was so rude she was yelling at me the entire time I had to hang up because she wasn't helping and was giving me a headache. This happened twice with the same agent. Another manager hung up on me a couple of times. Attendance- Attendance is mandatory, you will get demerits of you are absent once, even if it is a medical emergency. When I was in training in was five minutes late one day and 11 minutes late the next day due to traffic and they took me into an office and gave me a full demerit and made me sign a compliance form. I've had not had a hearing about my attendance but I was absent due to some medical issues for a few days. Signing in/ Out - When I first started we had these kiosks near the entrance of the call center heart and we could sign in and out. Some people were abusing this(logging in and then going to sit in their car, have a smoke, etc. One coach was logging in and leaving the entire facility) They removed these and now the only way you can log in or out is at your desk or entering the heart. This is very inconvenient. Accessibility/Security- Before there were three entrances to the heart. To get from your locker to the floor it takes like four minutes if you are walking to the west end or 2-3 from the east end. They shut off the middle entrance which took like 1-2 minutes and now we have to schlep to the entrances on the end. This is so time consuming. Security has always been tight but now it has been beefed up and now they make you empty your pockets before you can enter the floor. Nowadays you're only allowed to have gum and a beverage in a spill proof container. Napkins can't be on the desk they have to be in your pockets. Your desk must be empty with the only items are your headset and a beverage. Sometimes they wand you to check for any questionable devices. The security guards I dont care for. There is always one that makes me empty my pockets for no reason. I went from the floor to the bathroom five feet away, like what could I have taken from there? In one case I was checked 4 times in two hours. Also I question some of the security guards efficiency. The ones guarding the heart doors be on their cell phones or doodling. And some of them I think I can take and I'm super short and soft!😂. Employees- I've been on the floor for a while and have been in several different groups. The first two groups I was fine. They were mostly people from the first and second recruits. They were professional and courteous and helpful. Most of the people in the groups seemed to be more mature. Now I am apart of the group where like no one talks to me because I don't share my business. My group is like never on the phones taking calls. Some of them have a high billable hours but they take like one phone call an hour. It kills me because they are there before me and leave after me and probably take like 10 calls in 8 hours. When they are not on the phone they're to busy talking about how they have sex, what drugs expire in your system the fastest, sex sex sex, and other dumb unprofessional stuff. Our group has one of the lowest scores in the facility, if not the lowest. The employees do not understand the meaning of business casual. Yes we can wear jeans but some people totally take advantage. Some women show up to work in bodycon dresses, t shirt dresses, leggings, sweatshirts, and dresses/pants so thin you can see their cellulite. The men are no better. Some of them show up wearing baggy pants with their underwear showing. Some of the employees come to work in scrubs/ nursing uniforms. I understand that a majority of people have second jobs or go to school but you don't have to dress like it. Dress for the job you have! Turnover- I started working there last summer and had a training class of like 20 people. Now in June I think there are only 5 of us that are left. There have been several training classes since then. It seems like the new recruits drop out during training or wait until the last week of training so they can get an even check and then quit. In one case they were scrambling to get new recruits because a large group of them didn't even make it to the floor. I remember one day a young lady just made it to the floor like two days ago. She sat a few seats down from me. When I finished my call she said " excuse me, but do you know anyone that is currently hiring at the moment?" Like people are so unsatisfied with this job they're giving leads as to who is hiring. In some cases they are carpooling to job interview together. A few months ago a bank opened a call center near us and they were offering our exact job with a starting pay of like $16-17/hr. They became so overflowed with applications from us they had to pull the job from the website and only offer the positions for Spanish speakers since they were full. Like I don't even recognize anyone anymore. And transient stop at the agents. We have lost a few coaches as well. Even in the upper management there have been lots of layoffs/ terminations/ resignations. In one case they scientist one of the higher ups lying on their application. We are so understaffed they offer unlimited overtime for the phone agents in our department. They say they are Hiring within for other departments but I'm not very confident. They had to hire an outside agency to interview recruits because there were stories of favoritism/ bias from the previous interviewing agents. HR/ Management- the higher ups are kind of inaccessible. They have so many higher ups from other facilities in the office that I don't know who they are or where they are from or what they do. Our HR dept is a computer, no I swear I'm not joking! You have to do everything through the computers on your own time and if you need help you have to contact the customer service line or your coach if you are lucky. Some of the new trainers/mentors just seem a bit unprofessional/ not polished. Pay- So like I have said, pay for our department is $11/hour. I know its a step up from McDonald's but it's not enough for all the work that we do. We basically do all the work of the other departments and we have " Supervisor" in our title. The recruits before me and some of the new recruits were told they would get a raise if they make it 6 months. I've never heard of this but NO ONE has seen this and our coaches wanted for us to prove this in writing. They have incentive programs but those fall through. They had a program in January but it had these ridiculous unclear standards and they pulled the program before our next pay cycle. Now they have one where you get $5 for every perfect review you receive, I have my doubts that this is going to last long. You have two options of receiving your check. Direct deposit or check. Since I'm there all day and never get to the bank on time I get direct deposit, plus the line force's is like a circus. It's even worse if there is a new training class in session. After 6 months you get like 3 hours of paid time off for each check. This is liken the lowest I've ever had. At my last job we had paid time off accrued like after the second check. But good luck redeeming it because they do not want to part with it! Terminations- apparently there have been lots of terminations lately. People are digging into their own accounts and relatives and this is a no no. They have been terminating people for security violations, a series of people were fired for having Apple watches in the heart. In the past we had unlimited access to the internet so we could do research on our cases to verify information. Some people took advantage and were on social media, watching videos ( the outbound dept), and looking at hair bundles online. A few months ago they put up a massive internet block so hardcore we can't even go to the websites of banks to get phone numbers or Google. This makes our job even harder and sometimes we don't have the bank numbers in our resources. It looks really unprofessional when we have to ask the customer for the phone number to their bank. Morale is really low in our department because we don't feel like we are being paid our worth or treated that way. We are just voiceboxes for their rich customers. We have to work holidays, some of which get time and a half. Don't you know that they didn't even provide us with a meal for the holidays or a Holiday staff party? Like I spent Thanksgiving and Christmas there instead of with my family and they couldn't even give us any recognition? Then again in retrospect I think the higher ups took those days off😕. But like even a Publix sugar cookie would have been nice. Like my Aunt thought it was totally unacceptable for a worldwide known credit card/ calling center to make you work and won't give you a meal or acknowledgement for forgoing time with your loved ones on a National holiday to answer calls...AND THERE WERE BARELY ANY CALLS! Like my friends job at a clothing store provided them with hot holiday dinners and they had like hundreds of employees on staff those days. Staff feedback- It looks like Sitel attempts to make a half sided attempt to fix things they have had several focus groups, where they have us in groups and ask us how we feel about the place. We have told them several times how we feel, how we are treated. They have made minor improvements ( I.e. adding a few minutes break in between calls, the previous method was literally back to back calls) But have not taken care of the significant improvements.This place has been come a revolving door for employees with one recruiting class being less professional than the last. Most people are searching for a job while they are employed here. But I can understand, some of them go to school, pay rent, have kids, and in some cases their households are single income; so how are they supposed to make ends meet on $11/hr? Like if you are young, have no experience, have no serious responsibilities, then this is probably a good fit for you to build up your resume.