The C is for change and that's not always good. - CRS Resolutions Representative Citi Employee Review

Pay raises are meager and performance based, Even being the top performer in a department can still give you a $0.75 raise or less. New metrics added at least twice a year and even the good Team Leads can barely describe how they're calculated. It's a huge hit or miss on the TL's since you can either get one very caring about you and your growth or someone who want's only performance and can't empathize with you at all. Being forced to a new department is almost a guarantee where you handle tougher calls with minimal training, no pay change, and less time off phones since you're a jack of all trades. There is no real reason you can be picked to move either, a Colleague who has as much skill and more can still be in the base department despite them being a perfect fit to move. Easier for them to get pay raises and to move up since they don't have to adapt to the changes forced upon them without any real explanation.