CSM staff and higher tout (and demand) the "culture" reputation be paraded daily, but it reveals itself often to be a carefully crafted facade. Get behind closed doors and it can be brutally toxic. If you come with any past leadership or call center management experience, leave it at the door, it will only cause you pain. Employees are appreciated for being completely moldable with no experience, knowledge, suggestions, ideas or questions.
Pay was recently increased across the board for this site, but is still famously below comparable companies, and not a living wage for Seattle area, especially for CSE (entry level). Management has a lot of behind closed doors anxiety and pressure about the attrition and "poaching" by other Seattle area companies, including right within the same corporate complex. Teams are managed with unclear expectations and at times, goals and expectations that are unreachable, especially for the evening teams. Call center reps are always under incredible pressure, but this site manages team metrics and expectations particularly poorly and inconsistently. For example - the CSAT survey. Many centers can take into consideration survey feedback that is clearly unrelated to the agent's service by pulling those scores from the reporting. Not here. There is a lot of time and effort put into the appearance of managing to company values vs. KPIs -
however it's heavily KPI driven, just quietly. Really confusing and so hard to manage teams and motivate people when the goals are clear as mud.
Demoralizing and stressful to say the least, and opens the door to management massaging and manipulating the results and the quarterly performance reviews - and the quarterly bonuses. Zero checks and balances, accountability or consistency.
