Established employer - Lead Supervisor VIA Metropolitan Transit Employee Review

Poor work life balance as a result of a hierarchy based solely on tenure. New talent does not adapt well because of this. Whereas other companies have incorporated a tenure-work productivity to create more balance, Via has not nor attempt to address the issue. Manager inundated with projects leaves little time for anything else, except perhaps when identifying opportunities in an employee's quality of work. The department has no established "culture" and suffers from a negative station of "US" versus "THEM" being a major detriment to morale. Despite real or assumed, these issues were never addressed. Consequently, it has eroded the employees trust and confidence with VIA. Customer service executive management rarely has a presence, and the department lacks support and leadership. In my experience, executive management always maintained a Prescence with call center staff. Via unfortunately lacks this type of engaged leadership in Customer Relations. On one occasion, an employee expressed how they often felt left out or unimportant in the organization. Via can be an excellent employer for customer relations staff, but the organization largely does not place importance on the department and that is very unfortunate because customer relations have direct contact with customers whom they engage with regularly, this was pointed out when employees were told we were required to report to work during the pandemic because we were still “essential” but refused to supply anyone with a mask because we were not directly in contact. (so not essential enough) Additionally, Customer Relations and Via as a whole lack serious resources at no fault to them. Therefore, employee amenities are especially limited, no cafeteria and no covered parking. However, parking is free.