Working here has been one of the most unorganized experiences of my career. The communication within the department is honestly abysmal, and while management says they take feedback, it’s rare to actually see any meaningful action taken. It feels like a lot of the back-office teams don’t have a solid grasp on how to run their departments effectively, which causes a constant ripple effect of delays and mistakes. Unfortunately, it’s the customers who end up upset, and the front-line staff are the ones who have to deal with the fallout of these frequent errors.
Management also has a habit of implementing new practices or changing procedures constantly without doing any real research first. Most of these changes don't make sense in a practical setting and just add more confusion to the day. This isn't helped by the training, which is almost nonexistent. The knowledge base is too basic to be useful for anything complex, so you’re forced to rely on word-of-mouth. This leads to a lot of conflicting answers depending on who you ask, making it impossible to feel confident in the information you're giving. Also for some reason, a lot of the employees are very rude and quite curt in their responses when they are simply being asked to do their jobs.
On top of the operational issues, they keep piling on extra responsibilities without even mentioning additional pay. To make matters worse, the new hybrid initiative has been handled very poorly. Those of us who were hired as remote workers have been left in total limbo with no clear answers about our future, which makes it hard to feel any sense of job security and also makes it impossible to grow in the company. It’s a frustrating environment where the expectations keep growing, but the support and compensation stay the same.
