In all service departments KPIs are changing by ridiculous amounts and based on where teams are right now, almost no one will bonus. They are also making workloads more increased for many. Seems like they don’t want the bad PR optics of doing another layoff, so they are finding other ways to squeeze money out of the employees
7 replies (most recent on top)
Something big is going on. In my dept the L4 quit on Friday and then L3 quit today. The L5 that just started is based in Ireland, her manager is based in England. Im starting to wonder if our jobs are getting sent overseas. Very worrying times.
What do you mean by agents being fired for slack? Like complaining about wayfair in slack? Or something else?
Has anyone hear of service members being fired for a breach of code of conduct in Slack? Seems like they are digging up slack and trying to clean house in any way they can.
I used to be a service manager at Wayfair. If you're a service agent, your job doesn't matter at all to anyone above your manager. If you go on a pip, look for a new job. You're done. There's no point in fighting it. I can't think of anyone who lasted long after getting a Pip. They're making KPI's worse and worse as they transition everything to India and the Phillipines instead of the US to save money
Lots of PIPs right now in Service. I know a few people that were fired last week after 1 month on a performance plan. They are starting to clean house.
I'm also seeing rumors they can just shut down your department and move you to a different role with lower pay and more stress? Don't like it? Well then just quit! Not a layoff tho. No severance.
Of course they are! They are making it so difficult for front line agents to work, with the change in metrics and the back to back calls..people are burnt out and just quiting left and right. Now that it's bare bones they are trying to switch to chat and sms by deleting the contact phone number off the site now.