Take advice from employees
I would actually take time when it came to hiring people. It's very ghetto and this place on my area usually just hires anyone.... I would fire most of the managers as well and start the company from scratch. Most managers are where they are because of favoritism not because they are actually good at what they do.
Do rotating schedules that way every one gets to experience earlier hours every now and then. Also take away the weight surveys hold on career advancement.
Lots and lots of training of supervisors
Fire the trouble makers and unproductive workers.
Set goals for all staff. Performance goals and quarterly reviews.
List of all positions, description, requirements, pay range,
explain how you can move up in the workplace.
It's like high school all over again
Hire management that cares about the employee. Improve support for agents on the phones.
Making sure they get the proper help they need, and be happy when they get off the phoen. Making sure they feel like their first phone call of the day.
Start with management.....the floor support is supposed to be just that floor support, without an attitude. The reason of working together is to satisfy the thousands of customers that call in for assistance. Start with management and everyone else under that title will come together for the sake of it's customers,. because without them there is no business.
I would treat all levels of staff the same in terms of pay.
That there are TWO manage to departments that have not received a raise in two years is ridiculous by any standard. The lowest level employees (call agents) make more than those two management departments. It's disheartening because you work your way a year or two as an agent, receive a "lateral promotion", and have massive increase in work and responsibility without a pay compensation. If you have a management title, you shouldn't have to sleep in your car because you don't have enough gas to get home, or have your utilities turned off multiple times, or have to tell your child there's literally no food until payday, then come to work and have to humor the complaints of employees who don't realize they make more than you.
Money isn't everything, but the amount of times I've cried in my car on my lunch break then come back to my desk to finish audits with a smile on my face is laughable.
This company needs to restructure itself before half their management staff leaves.
I would make the work environment a more positive experience; promote individuals not off of favoritsm but rewarding those by doing hard work. BETTER PAY and more activities gerred towards showing the employees that they are appreciated.