When I initially started there the culture was good. Started off with some issues with one of the managers there that seems to nit pick at everything but once he was under control the culture was great. Everyone got along, the job functionality was functional, the work load became light was we had a system going and things were moving along.
They hired a director for the department and everything changed. He was obsessed with first call resolution for a company that uses a minimum of 100 3rd party vendor applications and systems that requires time when dealing with a user on the phone. With that, he changed the culture to a call center environment where calls are always backed up in the queue, the customer satisfaction has declined and employee morale is pretty much gone.