Suggestions for improvement
- (1) Really develop your middle management training. Call center is tough, but enterprise call center is cut-throat and it takes special people to do it well.
(2) Reward those who "do it well," because turnover means you lose your best talent over stupid things like personality conflicts or more important things like unfair compensation practices.
(3) Develop a clear training path from entry/level 1 all the way up through level 2/3/team lead/quality assurance. There was no clear career progression and one had to be buddy-buddy with management to even know what was out there, let alone to be considered for those positions. You will retain more employees and get better work if they have clear incentives to "stick it out" and grow in roles and experience.
What I like about the company
Tangoe took me on as a temp worker before converting me to full time. They did so with me having no prior experience in IT or call center, and only on my interview and Staffing agency recommendation alone. For that, they are to be commended.
While I was there, they offered a substantial raise ($3/hr) to bring the wages up to "market competitive," which should tell you a lot about how little they paid originally.
The vacation/sick time is standard, not poor but not great. The ability to move up increases as you become friendlier with management personalities.
The Helpdesk was the best thing going for the company (other departments, not so much), and it gained a lot of positive recognition. The pet-friendly policies were great considering it is a call-center and noise is a concern, but there was also a remote work option (originally unconditional but later changed to merit-based after a merger with another company revealed that other company's remote workers abused the privilege).
Metrics are tracked, but are fair. Quality Assurance will go to bat for you if a call survey comes back against you but it was not your fault. All in all, a great place to get started with no experience.
What I dislike about the company
The pay was still consistently lower than market average, even with the substantial raise. The remote work option was taken away because a merger happened and the other company's Helpdesk workers abused the work-from-home privileges, but everybody got "punished" by switching to performance based with only the top 5% getting the *option* to work remote.
The benefits/healthcare were below average and changed every year (supposedly due to negotiating better contracts) but somehow never really got better.
The middle management was largely incompetent in terms of (1) coaching for better performance, (2) people skills in general, (3) handling technical issues or policy escalations, and (4) availability for immediate support and feedback. The only thing they did well was give you your space if you didn't do anything to get noticed negatively.
Senior leadership changed and brought in outside middle leadership which had experience but did not really understand the company's business or Helpdesk needs—it was rushed with little or no on-boarding tactics to bring the new senior manager up to speed, very poor transition.
Becoming a team lead was a popularity contest rather than a skills-based interview/assessment process, and this meant ignoring/negating seniority in some cases.