The worst part of all of this is how poorly management handled it. Up until Friday when the email was sent we were told one thing and then something completely different happened. They did meetings for the people who were off queue or between calls. We should have had a dept meeting where everyone could attend. The uncertainty and fear is terrible right now, I get up every day with severe anxiety over what happened.
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BO-M! Drop the 🎤
So, as I was reading through the comments, I decided to do the math. There are 2 different points of view our L2 having to take escalations.
Yes, they should be able to handle taking escalated and " I want to speak to a manager" calls.
L1's train and mentor new hires. We handle escalations and are expected to maintain our metrics. That is not a big deal, we are rockstar's. The one's that can't do that, need a mentor and extra training. Again, from an L1.
Lets say an L2 has 18 direct reports, and they "coach" said direct reports for an hour every 2 weeks. That is 36 hours every 14 days, 72 hours monthly.
These coachings, especially with the L1's who meet their metrics..The coaching time is literally a social hour. I don't think Wayfairs vision for these coachings was ever meant to be a social hour. It is. Our SOP'S are constantly changing, whether that be process changes or software changes. We have questions! We do not get answers, because the L2's simply do not have them.
Our L2's do have 72 hours a month to to jump in and and lead by example. They are Mia most of the time when questions are asked in Slack. L3's are more engaged and available to answer questions in Slack.
Yes, our L2's do have the time to take CARE calls. I can talk about the weather and my favorite foods with my friends. It's condescending in a coaching. That is our time, to better ourselves in our roles and it is d-mbed down and disregarded.
I, for one, want the company that pays me, to succeed. I think that keeps us out of these boards because we are in constant fear of being laid off. We would be irreplaceable if accountability and standards of lower level management would stop distracting us with fluff, and set us up for success. They can't answer basic questions for a company that is ever changing (growing).
The frustration we are feeling is completely misplaced.
I want my L2 to know exactly how to do my job and answer my questions, not waste my time like Im an 8 year old who is easily distracted. It's insulting.
I have to agree, coachings are so unproductive and a waste of company time and resources. It is work avoidance on the L2's part. Huddles were the same way until they started recording them. It's nice to have that hour away from our job duties, but keeping the conversation work related would be beneficial. Coachings and 1x1'S should be recorded like huddles now are. I like small talk to a certain degree, but that is not what we are here for.
Managers will do so much better they know what customers are looking for and know how to fix all issues.
Upskilling? Managers should 100% know how to problem solve and handle calls that they coach to.
They are training up the JSL team to do the care tickets and escalations.
How is it warranted to take away experienced supervisors and replace them with managers who most of them have never taken a phone call from a customer. The managers also dont know how to problem solve like care did.
So are they getting rid of coachings and meetings for the managers then?
There are some real salty Sally’s around in this group.
I have had several "managers " during my time at Wayfair. Our coachings and one on one's consist of 55 minutes of talking about everything EXCEPT work. The time wasted is outlandish. I'm fairly certain these changes are warranted. There is a reason all of us aren't making these decisions.
JSL will be taking over everything at this rate and its scary. They arent helping customers at all and Wayfair allows it to happen.
I agree offshore will take over the supervisor role, there is no way a L2 can handle the call volume with their duties. It is exactly working out as planned. I hope they lose their customer base with what they have done to care dept. This new dept that they have created - multiple contact is B.S. Customers should be allowed to call a company as much as they need to.
There won’t be any layoffs now that President Trump has settled the tariffs situation with China.
A bo-m in the furniture and home improvement categories is expected due to high interest rates stopping folks moving homes.
It’s time to take a step back, exhale, and recognize that the most challenging times appear to be behind us. We’re entering a more optimistic phase, and the outlook is—thankfully—looking brighter by the day.
Cut that negativity out and look at the positives.
This multiple contact team is a joke. It’s a smoke screen. Layoffs will follow. There’s no way one team l2 manager can keep up with their entire team’s escalations. They will most likely go off shore or there will be no manager. Give the regular agent power to do it all. Give a big discount, make the customer happy so they don’t have to wait on hold for a “supervisor”.
Wow, I cannot believe that they got rid of care. Who in their right mind allowed this to happen? Customers and employees will suffer immensely. I have never heard of a company getting rid of their escalation team and wasting their talent like this. Who is in charge of customer service and allowed this to happen?
How do we find the video?
What is BPO?
What a big mess of a day. “Come to ask questions while you’re still on ready.” That is BS. “Training” was a two hour bi--h fest and here’s an info hub.
A bot would do better than the offshore agents.
I cannot understand the drive to push all CS offshore. The JSL, ISL and VNM teams really su-k and seem incapable of learning. I guess you get what you pay for.
The stock price jumped. Everyone should be safe.
Frontline managers for now but soon it will be JSL managers. Customers will leave in droves.
What the WHAT? Who do we call for “Get me a supervisor!”
I have heard that the overseas team is taking over all ticket teams by July. AI is taking over customer service tasks, they are starting a test team to use the format that the AI will use. The trial team starts this week and runs through July. Lots of changes for customer service.
Trying to stay positive. Im grateful the CARE team didn't get laid off and people were moved to new roles. At least this way, if they want to leave the company, they can do so on their own terms. My thoughts and prayers are with everyone employed at Wayfair, myself included.
Looks like all permitted adjustments are going offshore so I'd say it's all very true plus the news of a multiple contact team!
Overseas team is taking over the tickets, they are making a mess of LPAX and WIMs tickets so care tickets will be the icing on the cake. They close all tickets without doing anything and that why Wayfairs management wants them for the job. Which dept are they coming for next?
Wow! Does anyone know if this applies to all It's or only service L2's?
My manager said shes quitting, she said didnt sign up to take angry customer calls.
Its not BS, they all got sent to multiple contact team which is taking frontline calls.
I call B*st
Did they get laid off?
Sad, I feel bad for everyone involved.
2 hours ago
Has it officially been announced? I haven't seen or heard anything.