Communication is terrible to the point where you get completely different answers from any individual member of management and most have no idea how their own system works because they never practice or use it. New rules are applied without these being clearly communicated to management or floor staff. Even the trainer found out during a training session something had been changed by being corrected by an agent from the floor.
QA is incredibly inconsistent in their marking. This is often how you will find out a rule has changed even though you may have done the exact same thing the week prior with no notice.
Micromanagement is a problem with decisions made with little to no notice without considering consequences. There is one member of management in particular who does this on a regular basis and is high ranking.
Way too much oversharing from management about one agent to other agents... really unprofessional. This includes but is not even remotely limited to HR. It is a management/corporate wide issue.
Agents who perform well will be relied upon to carry the bulk of the work while others slide by. If you are considered a high performer you will not be considered for opportunities or advancement unless there is someone convenient to take your place.
They are heavily pushing their web portal application to try and reduce staffing. Meanwhile they have actively been trying to externally hire for corporate roles. These will result in dead end jobs with eventual lay offs and no room to advance.
