Were you impacted? If so what was your position?
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To all the people saying that the fat needed to be trimmed and these jobs were do nothing and that retail didn't have them so it wasn't needed...
We are already seeing performance dip across the board. Their new structure isn't going to work well at all for getting true community numbers.
Hell, maybe if retail had support staff maybe they wouldn't break policies all the time and lie to customers. Maybe they wouldn't get caught slamming lines on customer accounts. Maybe they could call the right number when they need help instead of dialing the customer care number.
If anything we needed to expand support positions. It's always the people not wanting to be caught doing shady things that hate support staff.
Good luck everyone.
Business do the same thing every time - they layoff the smart and talented people and keep the trash, lol. TMO is no different.
Engineers - what they do to keep the network going is amazing - goodbye.
Business support analysts -hands down the savviest, smartest, most capable people in any TMO call center- goodbye.
Customer resolution experts - the highest level within the organization to actually fix a complex issue - goodbye
Trainers - their value is self-explanatory - goodbye
What's left in the call centers? thousands of worthless FMLA abusers who never show up for work, with coaches who never hold people accountable, reporting to managers who blame everybody but themselves for why their stats suck. added bonus, nobody to reach out to fix problems anymore lol. if you wanted a recipe for disastrous customer experiences going forward, this is it.
The package is actually pretty good compared to other major corps.
8 week base, + 2 weeks for each year of tenure (partial year is included, too), unused PTO, TMO stock, and prorated bonus. that's on top of the 60 days of getting paid to do nothing until the separation date.
Have to step back and look at the big picture though. TMO has reached that transitional phase in the corporate lifecycle, moving away from "growth at any expense" to "profit at everyone else's expense" - it is what it is. it was a good run, but the good times are over. Like others have said, find new work while the economy is good. good luck
These managers are all over the place with what they push every week (MAX upgrades, AALs, Home Internet, FCR, Upgrades). Then these layoffs. Morale is definitely low. CREs have been downsized. A team disbanded. L&D cuts. Makes you think if you're not on the phones, your job is not safe.
Too many people in these centers doing nothing. Good changes from where I sit.
Mark Nolan is a terrible SVP. I don’t see things going more to Global though. Freier is making changes to the TEX model (announcing next week I think) that’s going to get us taking more calls internally than to Global. I heard he hates what’s going on in Global and is trying to figure out ways to afford more internal. Say what you want about the guy, but he works 24/7 and is THE one person who gets all the sh-t from the customers and employees.
Global care has been taking over 60% of the total call volume since 2020 - the call centers and support teams are gonna continue to downsize and some sites will close. These companies were made with money from American consumers and they LIED to get the merger approved just so they could move the jobs elsewhere, (just like Sprint was pre-merger) because it costs less. Legere did his job of fattening us up and getting the merger approved and then left just in time to cash his HUGE check while they strip us down to nothing. Nolan was made SVP because of his previous experience over global care (that’s what care will eventually be) and they pushed Callie to TFB so they could bring in Freier to be the arrogant a--hat that lays everyone off from his throne in Texas - he doesn’t know care, and isn’t going to - he’s only in place to help downsize, centralize and simplify processes enough that it can all be handled by global. Anyone that’s still there in care or care support - your days are numbered - find facts about the call volume - tells the whole story. This merger is not jobs positive for the US - it’s disgusting how blatantly they all lie and continue to lie.
All of these administrative and support positions needed to go. Retail has been operating for over a decade without all of these support positions that the call centers have had. This is a bunch of fat that needed to be cut. Those support positions aren’t going to the Phillipines. To my knowledge, they didn’t cut one position that talks to customers. They cut the fat that ballooned up under Callie Field.
I heard through the grapevine Chatt's lease is up this year, so they may be one of the sites on the chopping block. Not sure of the others.
It looks like they canned all US Business TEX to outsource to the Philippines.
Gotta get rid of something to fund the Centers of Excellence
Same thing in Salem. Anyone here of which sites might be on the cut list and if so is Salem one of them?
good for the philippines
Oakland, Maine layoffs - not sure how many
We had this info long time ago, HR is leaking info on TheLayoff. Good luck to all affected, I know a few folks in Oakland no impact for them (yet)
Can confirm this is true for Oakland call center. Glad I left in february!
Now-former CRE in a central region site chiming in. We were all offered to become tech experts or take severance. Affects us, business support, admins, and associate trainers. Business support, being salaried, were instead offered to apply to the one analyst spot for the site that will be left, and two regional spots. If they don't get either of those, they get severance and don't have another option. We also lost one of our RPAs, but the rest of RP seems to be fairly unaffected.
Mark Nolan sent out an email that this is supposed to help increase effectiveness of offline teams assisting customers real time. Such bu-----t. Everything the support teams do is gonna fall on RP and the very overworked community leaders going forward.
well at least we know this page actually works. Someone called out call center restructuring happening soon recently. Thanks to HR for always leaking the right info
Guess where all of these jobs went? Yup, to the good ole PHILIPINES.
Confirming the above post, I heard the same happened in many state-side call centers.
I resigned two years ago. But in Oakland maine this affected CRE’s TA’s admin assistants and business support.