In the past few days all senior management is gone. Im very worried about these changes. The new manager is from Ireland and Im starting to wonder if the dept is closing down.
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There were a lot of issues in the background. ARC isn't going anywhere though. It's very much considered a critical part of the org. They are already interviewing to fill the L2 and L3 roles. There's a lot of opportunities for new leaders to do some cleaning up to make sure both CAT and CARE can focus on the stuff they're meant to.
I just quit in Care last week, the whole dept is toxic. Management keeps pushing higher metrics, they added CSAT and we deal with the angriest of people. The abuse that I took on the phone gave me PTSD and managements way of dealing with it was to add CSAT so we could get the abuse in writing too. At the end of my shift every day I cried it was that bad. Management in Care should be ashamed of themselves, they do not support the employees at all. CAT planned a walkout over our tier 2 escalations going to them, so management decided to send the escalations back to Care. They also gave us smart solutions and they combined that with replacing all warm/cold supplier transfer issues and warranty replacements. We were not allowed to give any pushback to protect our metrics and got wrote up for issuing too many replacements. Oh and we took all the call overflow for frontline. I am so much happier now that I have left, I was there for 5 years and feel human again. My advise is if you work in Care please get out and find a job where you are treated with respect. Your mental health is worth more than the job.
They definitely aren't shutting down the department, no need to fear monger. We recently had 2 L2s resign and an L3. When you resign you are given an exit interview. My assumption is that what was said in those exit interviews prompted an investigation. All L2s and a good handful of L1s were pulled aside by TM and asked for feedback. Actions were taken based upon that feedback. Hope this helps.
I doubt they would shut that department down, it’s to important. I heard the senior manager was fired and everyone else quit, so probably just shady things happening by senior leadership in that department