I work in specialized and was fired. I made all of the comments about managers and coachings. Peace be with all of you!

They told us not to refer to ourselves as "supervisors" in our multi contact calls and dont say you are a "supervisor" if a customer asks for one, instead transfer them to another agent in the queue and have them pretend to be a "supervisor". But if... — read more 

So I had a manager confirm for me a few days ago that they talked to their L5 who did not try to hide it at all or be shady and said straight up yes we made that goal unattainable so we could get rid of people who “aren’t performing”. It’s 100%... — read more 

The changes that have been made in the past few months clearly show what they think of us. They really want us all to quit so they can have their offshore agents work for less. Its honestly disgusting what they have done.

If you’re an onshore agent taking customer contacts, it doesn’t matter which team you’re on….its only going to get worse. If you want to stay, lean on each other and vent like crazy. Don’t turn on each other. And if you're on a Specialized team, you... — read more 

I know we are all worried about our jobs in the USA but surely they wouldn't send out a bunch of new Chrome Boxes to everyone in the USA if they intend of laying us off right? That just wouldn't make any financial sense. Money to buy them, money to... — read more 

I have had zero calls in my first hour since clocking in. Care and CSO is taking all calls with 2 or more contacts. I feel like Im on vacation.

My manager told me that something major is coming on Friday.

Heard through grapevine of big layoffs coming in July. Especially Boston product managers and L2,L3's. Has anyone else heard of anything?

Mini layoffs seem to be happening all the time. More in Boston on Friday, CM and B2B and Marketing impacted. This is the second Friday with mini layoffs.

Offshore support is ramping up and the Atlanta office is hiring managers and agents, why? Because all of virtual is going to be gone soon. They will do this in stages with the first being terminations in the way of absurd metrics. The second will be... — read more 

So many people are getting fired over how they are speaking to customers and disconnecting calls. Be very careful people I know of 7 people fired in the past 2 weeks. My friend got fired last week when the customer was being nasty and she told the... — read more 

Has anyone heard of L2-L3 product manager layoffs coming soon?

Updating FCR to the highest on believable level when they can wrap our calls whenever they want to , or double wrap when they want. control our pscst scores, is setting us up for failure! there’s so little to much we can do as frontline taking these... — read more 

Anyone notice the huge dip to our stock price today? It's down like 30% or $9.00. It's almost the same price as it was when WF first went public in 2014. I hope the continued downward swing isn't going to lead to more layoffs.

How many issues have we been seeing since the roll out of Genesys? It's almost like it can't handle the call flow. It just seems with all the changes we're still being pushed out. AI as well.

New FCR metric minimum set at 70% starting Q2 for phone agents. Out of 800 agents, highest FCR is currently at 68%. No need to do layoffs, just make the metrics unable to be reached and fire people for poor performance. No agents, no need for... — read more 

The townhall just the head of sales and service going on a rant about fcr and pcast not improving enough. Claiming agents and managers don’t care enough about customers and we are the reason these numbers are not improving and we need to fix them... — read more 

Hey all, I'm an L3 and wasn’t impacted on Friday, but honestly, that doesn’t mean much. The way things work here, I could be out tomorrow. I don’t really have anyone to talk to about this at work, so I’m hoping to get some clarity here. I know... — read more 

This came out of nowhere, very sad day to hear that so many were let go. The falling stock price and tariffs has me worried for other depts.

We've clearly lost on this one 😔

With the new tariffs going into affect, while it cause a layoff?

Next layoff coming 02/07 in advance of the Q4 earnings call. Category Management will be worst impacted.

Did anyone else get an email to your personal email from ILYM? If so, what are your thoughts and opinions? I Googled it and it appears to be an active class action.

US layoffs will go out Jan 24th, mainly customer service and ticket teams as they have been outsourced. Can anybody confirm or deny this? I'm a nervous wreck as it is, I really don't want to get additionally stressed out if it's just somebody's idea... — read more 

https://www.cnbc.com/2025/01/10/wayfair-to-exit-germany-cut-730-jobs-in-latest-layoffs.html

Please post updates. Any indications or rumors regarding the US?

Most of the Polish agents got the email saying your position is at risk, claiming they are discontinuing the Polish company as well.

More layoffs just happened!!!! Berlin office closed

Email just announced they are leaving Germany

Anyone have any legitimate news about layoffs this year?

Upper management is not taking into account that agents with CSO are not getting tickets and still counting it against each agent. There was a day that literally CSO was told to arrange their tabs and saved links because there was no work to do and... — read more 

Is everyone ready for the annual January layoff? Any thoughts on who gets hit the hardest or what departments will be targeted?

Anyone concerned what management intends to do with moving all workflows (non customer service) to service hub and the integration of the ready/not ready toggle tool feature they are rolling out?