There’s been several years of global leadership doing everything in their power to prevent us from providing good service to team members.
We’ve been told for ages that we can’t create tickets for people or work on items that they bring to our attention without them going through the help desk first even if we know the help desk will just sit on it for a week before sending the issue to us because we need the tickets to justify our labor. Despite this they’re laying us off anyway.
Nearly every time someone has left they’ve refused to backfill and gave their coverage locations to someone else, spreading us thinner and thinner. I started this job with 4 locations and ended up with 12.
Back when we were still doing them I was once scheduled for a wireless upgrade validation where I was at a store until 1AM then scheduled to do a 6AM SCO validation at a store an hour away the following morning. This store was previously covered by someone who quit.
Store leadership teams were regularly told of projects we’d end up supporting months before anyone told us anything about it. Sometimes we’d hear of it several days after the initiative launched and were given no training or reference materials.
In the past 6 months leadership has placed more importance on how we’re following procedures than the actual quality of our work or the team member experience. For example they grade our ticket as a fail if we don’t write notes in a certain format regardless of whether or not the issue was resolved.
I could go on and on about the way things were handled poorly behind the scenes that team members didn’t see and maybe even held against me that I wasn’t providing the good service that I once did.
They’ve run us into the ground for so long that when I heard the layoff announcement all I felt was relief.