Inconsistent expectations and feedback
Contact Center Representative (Former Employee) – Austin, TX – November 30, 2018
Contact center representative for state agency - The trainer was very engaging, honest and informative. The coaches genuinely wanted to help staff become successful, however, feedback from leadership and expectations regarding progression were inconsistent. Staff were misled regarding schedules, support and healthcare benefits as a contractor. The job itself was very stressful and room for exhibiting empathy and compassion were not warranted unless you were able get clients off the phone ASAP. Enough time given in training to meet vague expectations regarding metrics was not afforded. I would not recommend unless you can go without commercial insurance for 6-9 months, run the risk of being abruptly and unexpectedly let go without warning, do not have young children and/or are ok with a cut throat, inconsistent environment and intense micromanagement. The premise of the job is positive and important, however, contract staff are not supported in a way that promotes success among diverse skill sets and backgrounds. New classes are scheduled every 5-6 months and two permanent staff left the team during the first month of training. This was a very disappointing experience.