I worked hard to get to the manager position only to be put back on phones. I have struggled with this and its demoralizing. Im sick to death of listening to screaming customers, I didnt sign up for this. I hate to leave my team but I have handed in my notice. This is a real slap in the face with what management has done to us. I also feel bad for the care supervisors who were demoted to frontline agents. What a waste of talent, management doesnt care. They are so focused on this offshore B.S. with JSL they forget that we even exist and their focus is on destroying moral for the remote US employees in customer service. Let them have it all, I am so done with the B.S. Management at Wayfair is a disgrace, I dont know a single company that demotes employees like this.
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We all don't feel that way, I am an L1 and I appreciate my manager. I think the changes they made are counterproductive. If we had the tools we need, none of these changes would be necessary and my manager would be available to help me when I need it. But now she is on the phone instead.
Give us the tools and limit the need for endless tickets and transfers and customers would be taken care of properly the first time. Managers would be able to get back to managing.
Just my 2 cents.
Some managers might not care about their people, but most of us do and trust us when we say we know your stress. You don’t know our stress, the 10+ hour days to get all our expectations done (without overtime pay) unreasonable expectations and workloads from above us, and having to have hard conversations with L1s, and hear their complaints all the time. It is draining.
Yes, your job su-ks, but so does ours and saying we should do more of your job helps no one.
Honestly, I am starting to get to the point of dealing with cr-p from my agents even when I fight for them, that I am starting to not care anymore about yall. Your job is thankless, but ours is even more so.
L2s were originally phone agents and were promoted because of being good on the phone and performing well. Being a manager doesn't exempt you from doing that same work. I think it is a good change that let's leaders understand the pressures that the L1s face.
Honestly the only downfall to being on phones is not being able to support our team when they need us. But being on phones helps us understand what our agents are going through day in and day out, so as long as our responsibilities are reduced and we can still have a forty hour work week, it is okay for managers to take calls.
We worked hard to become managers and I feel like I have gone back 5 years in time to be back on phones. This su-ks so bad, I absolutely dread coming into work. Its horrific what upper management has done to all the L1s and the L2s. And it keeps getting worse. Honestly the only way out is to quit.
For L1s complaining about L2s complaining. We aren’t saying your job doesn’t su-k or isn’t hard, but we worked hard to get promotion to get away from taking calls. Now we are back to taking calls plus all our other work, we don’t have time for it, work 9+ hour days to get it all fit in, and have to deal with you all complaining to us nonstop. Yes your job su-ks, so does ours, everyone’s here su-ks because of the d-mb decisions made.
Well they threw us managers under the bus. There is no way in h*ll am I staying in this job. Imagine what peak will be like for us.
Those customer complaints are why we all have jobs. If you can speak to L1’s on how to handle complaints, you should be willing to get in the trenches with your team with the customers. If Niraj listens to complaints, so can you L2.
I am giving my notice end of June. I didnt ever want to be a manager on the phones listening to customer complaints. Have fun finding someone else to replace us Niraj.
@c9 Niraj hearing about the bad customer experience is the primary reason for the changes since March, so your logic doesn’t pan out.
@ay I’d like to see that happen! Niraj needs to see that the people that have been employed are valuable. He doesn’t care. That’s his issue. He only cares about saving money and not the Customers experience which is why his company is doing worse.
I am actively searching for a new role, we were demoted both in title and our work type. At the same time our workload has greatly increased.
We were actually told if we use PTO we have to get our peers to cover our teams, making none of us want to take time off and put extra stress on our peers.
Theres like 30 of us L2 managers and if half of us quit, they will be scr*wed.
Its horrendous what they have done. When I got hired I was never told as a manager that my job would evolve into being a phone agent. They did this before the last round of layoffs last year. I knew quite a few managers that were forced into being flex agents. They were put back on the phones into the customer service role. A few months later they were laid off. I think thats where this is going. Eventually offshore will be in control. Those who are left will be reaching out to them for exceptions and escalations.
Hilarious! You’re too good to be back on phones. Then that goes to show you were never much of a leader to begin with. Good luck.
As an L1 I have always wondered how L2 managers feel. :(
Honestly we should all quit, let JSL have it all.