The job description that applicants are given does not align with actual experience. Training is 7 weeks of outdated learning material. There are too many systems and databases to refer to (meant to be helpful, but actually inconsistent/contradictory to how employees are expected to perform.) Aside from learning material being outdated, there is no cohesion among the topics. Because employees are expected to utilize all the varying systems, it would be nice to spend ample time mastering each one instead of bouncing among all of them. Employees are told to escalate issues to the next tier, but the next tier is full of disgruntled, snobby employees who send nasty emails in response to TRAINEES reaching out for help. The class sizes are way too large (over 40 students: 1 teacher) , and are taught by people that have never been on the phones, and that will degrade or embarrass you in front of the rest of the class when trainees are simply asking for clarification. During onboarding and training, you are required to adhere to a schedule that is different than the shift you will be working once training is over. They will also expect employees to attend certain meetings/calls and will give little to no notice beforehand. It doesn't matter if you have a life outside of work because you are expected to create last minute changes in order to attend these pop-up shifts or be reprimanded and miss out on information that will not be reviewed. My learning batch spent over a week, 8 hours/day just making sure everyone was able to log in and gain access to VPN and back offices.
