The layers and layers of incompetence mainly from senior management simply boggle my mind. From the start of my employment to it's end, mistakes that were discussed at length for a resolution were never TRULY fixed - in fact, a common "fix" seemed to be offering excuses or pushing back an actual solution until employees gave up or forgot about it. Complaints sent to director regarding personal matters, such as harassment or fraud, were often unaddressed. Despite this, employees and management alike were stressed to handle these unethical issues within department.
Many processes and procedures were not directly created within upper management. These projects were owned by customer support leads who were not included in "big picture" talks. Meanwhile, middle management was often untrained (no fault of their own) and relied heavily on their leads or senior agents which led to lower job satisfaction and inconsistency throughout the department.
healthcare, ping pong, pto, coworkers