The company is diverse but the company moral is almost non existent. I could be almost great if there was some kind of program or employee input for make this issue better.
Support from Management
Call center supervisor's have not been selected on technically of support to their agents but on whom best fit the potion. Some are selected and hired before the job posting was available to other staff members. On a personal experience I worked under manger whom worked for a project as Cap-1 in which I was the trainer for was payed as a supervisor and had all benefits as such. I had all skill levels that allowed me to work on all programs that is necessary to provide proper customer service for cap-1 clients. The supervisors only could run 1 tool which is used for sales. One of the major duties as Supervisor is to coach agents on Call Handling, Tool Usage, Knowledge of Products, Booking and Management of Reservation. To be able to build strong agents and to do this duties. Agents are required to use 3 tools. The supervisor only knew how to sale which is a use of 1 tool but did not know how or even assist her agents with any other function. I got paid less then her and whom depended on me to coach her agents. I think that not only administrators whom were aware of this knew of agents not wanting to ask for help knowing that this supervisor could not help but asked for trainers or other agents for assistance.