Still enduring until the pandemic is overThe good thingsI'm thankful to my team. My team members are all awesome people who never leaves until all of us are done. My team lead is very understanding and covers for us, making sure we at least get proper work-life balance.
The challengesFor a company that has been around for 10+ years, they still act as if they're a start up. 10+ years and the KPIs are not set. The scorecard is still a work in progress. Tech protocols keep changing and adding rules but not looking to solve the current and recurring issues. The management team is very numbers based that it is the specialists fault if the numbers aren't hit even for just a day. Specialists are overworked, working from 4 AM to 7 PM, others as late as 10 PM just to finish the queue because backlogs aren't allowed. OT hours are capped at 20 hours for the whole LOB, with approx 100 employees. OT hours filed needs to be justified first before being approved.