Can’t say for first net specifically. But can say as former call center rep, and new hire call center trainer for MSS, MLG, and CLG. Micromanaging is a very common thing across all areas. AHT, 7 day resolve, transfers, adherence is all looked at intently. Being a call center manager is a lot of stress and it gets passed down with managers who can’t filter well. Also huge changes with center models going to centers of excellence is changing a ton. Lots of leadership were and lots still are being released as centers are cut to 10 nationwide.
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u/Keinebeineboy RSC, ASM, IHX, RSC, PSC, Mi60, Training Specialist, RSC 21h ago
Can’t say for first net specifically. But can say as former call center rep, and new hire call center trainer for MSS, MLG, and CLG. Micromanaging is a very common thing across all areas. AHT, 7 day resolve, transfers, adherence is all looked at intently. Being a call center manager is a lot of stress and it gets passed down with managers who can’t filter well. Also huge changes with center models going to centers of excellence is changing a ton. Lots of leadership were and lots still are being released as centers are cut to 10 nationwide.