- A team structure completely exploded and that was submitted to multiple useless changes over the last 3 years due to a total absence of vision at the head.
- The leads that were already there have no experience or clue about what should be done, or is urgent or is necessary on a day to day basis to help the specialists solve urgent and sometimes life threatening urgency (background of experience include PayPal, eBay, various CS centered cies...). The leadership is making an agenda that is not acting like a role model for the rest of the team (start at 10am and end at 4 or 5pm), they are jetlagged from the rest of the team, their day to day stress and reality.
- Inexperience is also reflected by their incomplete capability to get rid of a backlog or triage queues or suggest urgent improvement of work flows and processes.
- It is unclear if this incapacity is at least brought to the awareness of this leadership. If they are aware and are doing nothing, this is quite serious.
- It appears that the team is on a state of depression. We have seriously the best people in this team, incredibly experienced, resourceful and leadership treat them like kids. Projects or tasks are given in an arbitrary manner. Politics are strong. Favoritism is king. If you want to progress you have to wave and smile. If you are criticizing, still in a constructive manner, you will be seen as a disrupter and you will be impacted negatively (career progress stopped)
- Since almost a year a transformation/reorganization was planned. No clear communication, time-line, or update. The usual blur illustrated with cute images in internal newsletter. Lately, they decided to change the spirit animal of the team (very primary school) going from wolf to elephant. For the occasion we were invited to a pre-recorded meeting in which real people had elephant costumes (zoo style). They gave a useless coins with the face of an elephant on them. They spent money on that. All the agents did not see an increase in the salary for more than 2 years. Knowing the cost of living in Dublin, the absurd rents and underpaid agents are facing dramatic situations. The higher and intermediate management do not see it and the team is bleeding its workforce. We are spending our time to train people that we know will leave before their 6th month or first year.
- It is unclear of the reorganization will change a thing, particularly when the Crisis Response Team will be merged in the new Community Support team (aka customer service erzatz). No new job specs defined and 60% will change... How? No new communication... Silence is disturbing
