Awful management who does not care and who does not represent the employees. Management tries to run the department as a call center, yet does not understand that this is one on one coaching with people who are often times have mental health issues or worse, therefore setting limits, creating bogus standards, and micromanaging things like call length and break times is not conducive to the motivational interviewing that is actually effective in helping people quit tobacco.
The problem is the top management itself - very corrupt, they play favorites and move their friends up in line, even though many aren't qualified to even be coaches themselves. Coaches and customer service representatives are let go frequently for little reason, and management loves to fire them. Turnover is high.
The position itself is fairly rewarding, but management takes that satisfaction in providing behavior and lifestyle change and makes it about call length, volume, and the time in between calls.