I could write all day, but I'll try to cover my biggest complaints:
Terrible work-life balance. The call center is open from 7am-7pm. Management can make reps stay as long as they want if call volume picks up.
Rotating monthly schedule. Most reps work a shift that falls between 7-7, others are scheduled to cover calls between 4-12.
BGE has two locations. One in Woodlawn and another in Baltimore City (not far from the habor). Management can change your work location at any time and do so often without employee consideration.
New reps go through a training period called QDT before they are assigned a manager. However, QDT is poorly managed and reps receive very little feedback on their progress. My whole group sat in QDT for a full year. I only received 2 phone evaluations, making it impossible to be released from training.
Temporary employees do not accure paid time off and are not paid for major holidays when the center is closed.
The center never truly closes. It's open 24/7 for emergency calls, which means you could be selected to work on a major holiday.
Reps still work on non-major holidays (Labor Day, etc) when the center is closed. On these days, reps have to report to a training facility where they stay for a 9 hour work day.
Storm Duty. Reps are expected to stay for several days in a hotel when BGE's coverage area has been hit by a major storm. During this time, reps are working 12 hr days.
Management does not make a conscious effort to interact with the people they lead.
BGE sponsors work groups, but reps cannot attend because they can't be off the phones.
Contractors cannot attend BGE sponsored events.
Every minute off the phone must be accounted for. Reps receive two 15 min breaks and one 30 min lunch break. Taking a bathroom break or a water break outside of scheduled times may prompt management to pull you to the side.
All breaks are previously scheduled. Reps are expected to take their breaks within five minutes of the scheduled time. If a call runs longer than expected, reps have to email management so they can adjust the scheduled break time.
BGE is a "back in only" facility. Which means that employees can only back in while parking, they cannot pull forward. Which takes too much time.
Work through lunch is very common. On these days, reps only receive their two 15's, no lunch break. Management provides lunch, which is either a Chick-fil-a sandwich, cookie and chips or a Panaera Sandwich with chips. Only half the time do they provide a drink.
There is no grace period. As a result, reps are often seen running from their cars into the building so they don't get penalized for being a minute late .
Temporary employees have to apply and interview for a permanent position. They do not transition after already being there for a year.
Reps are often verbally abused by callers.
