So I’ve been waiting to move up to senior role for almost 2 years now and keep getting told it’ll be next month (it never is) and now I’m seeing that offshore agents are handling senior calls? Every time I transfer to a senior, it’s an offshore agent who has no idea what they’re doing, they don’t want to take the call, they seem completely confused about the entire process. Are basic service reps NEVER moving up now and they just won’t tell us that?
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I spoke with an offshore supervisor today, she was also part of the new hire class.
I had to transfer an escalation and the person who took the call was a JSL agent. She said she was just out of training to become a supervisor, and she started back in June. Why are new hire JSL agents getting supervisor jobs?
I had 3 of them tell me today that I have to call the multi contact team.
Every time I get one of the off shore senior reps on the phone they tell me that I need to call multi contact queue. Anyone know why they are doing this? When I call multi contact they tell me its a normal queue call. I hate the back and forth.
Not only that but they are training offshore agents to do the escalations and tickets.