It always amazes me that the "front line" employees get blamed for having bad attitudes. We work for a company that is in a constant state layoffs, our leads are SHIT and our managers, middle and upper, for the most part are so unqualified to manage it's a joke. Not one manager in this place has actually gone to a legit business school. Oh you got your MBA from Argosy? What a Joke...
If there's a production problem it has nothing to do with anyone browsing the internet, looking at their phone or having a bad attitude. It's because every person that we have transferred to us is someone who applied for a job and got tricked into talking to us.
I honestly wish that KKR would bring in an outside consulting firm to take a look at how useless many of the upper and middle management roles are and how unqualified they are to be in those roles. The only people making this place money IS the front line: student facing positions; and it's a miracle we are still even able to recruit given the current lead sources, high tuition and bad press.