As an l6, I feel I have to share this information. There are plans to continue to do mini layoffs over the coming months. This will not impact Frontline in any significant way. However, if you are an l4 or an l3 in a stretch assignment, your are being demoted immediately. You will have l2s reporting to you directly of at least 7 or more. Shortly, you will all receive an email confirming a title change. L3 /l4 will be demoted to managers and l2s will be demoted to supervisors. Supervisors will eventually be expected to handle some specialized tickets such as escalations. I'm terms of career development, there will effectively be none as there is little expected room for growth other than attrition. They are expected Frontline to attrit at a fairly significant level so that they can continue to outsource to Jamaica. They have begun the process of posting phone positions to BPO. Multiple senior leadership are expected to depart as well. This is not information I share lightly, however, I am not comfortable with the lack of transparency that has existed over the last 2 years. Please use this information to plan accordingly.
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What about LPS?
Realignment plans still in progress as some EU staff at various levels still in the process of being either released or kept in new capacity as mentioned by OP.
Once that is finished it will take shape and clearer comms sent in March.
This allows the structure to be put in place and apply the new compensation plans for annual reviews being introduced in April.
Prepare for more automation and constant reorgs dependent on quarterly results.
This post is 6 days old and I've not seen any so called demotions or any email etc etc. There has been role name changes through Workday from what I believe so maybe people are getting confused. Can you please give us some proof or source? A lot of what is on here is speculation and causes a lot of anxiety amongst us!
For those that say the top 20% of digital is not being affected. That is false. If you look at Cascade, the top 2 teams in digital are returning to phones. This is punishment because that employees make too much money because of tenure.
If you really believing the layoffs targeted poor performers, lazy workers, etc, I just feel sorry for you. If this was about poor performance, the impacted L2 and L3 population would have been those who were leading bottom ~20% teams, which if you have complete access to Cascade you will see is not true. If it was about laziness, well, what systems does Wayfair actively have in place to measure laziness among leaders? None. If this was about tenure, then the team lead position would’ve been eliminated, as those were the freshest leaders. Any guess as to how many team leads were impacted? You guessed it, none.
This was about money. This was about efficiency. This was about the stock price. Many impacted were leaders who were part of numerous pilots. Worked to develop digital. Helped map out the metric system to understand where performance targets should be. Many lead collaboration meetings. Many trained the new hires that failed to be trained during their training courses. And hey, most of training was impacted, so good luck with any competency coming in like it was pre 2020.
LCR target moved to 36% to punish those who can’t save the company more money. FCR will follow with an increase soon, since each call back costs Wayfair ~$6. RSF bonus amounts were eliminated unless you achieve platinum. Everything is changing in the frontline world to show that it is all money driven. If you can’t see that, use that wonderful Wayfair insurance policy to get some glasses.
Look I won’t talk about rumors, I hate rumors as much as anyone. Just look at the facts. 1650 cuts and the stock price barely jumped, compared to the August 22 and January 23 cuts? At its prime Wayfair stock was $339, and now at below $60 the company is realizing its failure and cutting costs every which way. It will keep happening. Watch the stock price, there is your indication. Look out for a Q2 frontline metrics change email to hit your inbox mid March, don’t be surprised when FCR minimum hits 63%.
Good luck frontline, it’s an uphill battle.
As one of the many frontline employees who were demoted, your statement is false. If you want to blindly trust Wayfair after everything that's gone down by all means hop of this forum and do so. But you can't blame the rest of us for wanting some actual information when Wayfair refuses to communicate anything. If you haven't noticed the job market isn't the best right now, most of us on here probably are sending out resumes elsewhere but in the meantime we would like to know whats going on.
"I heard..." "I read..." "I was told...." until there is substantial proof to the above claims and until this alleged "email will come out soon" actually comes out, all this is rumors and fear mongering.
Frontline has had no demotions. They had layoffs like the rest and lost L3s and L4s, just like the rest, but no info about roles changing has come out and I have my suspicions on if it actually will.
Stop with trading with or delving on rumors. Prepare yourself for the future as best as you can and make good decisions and smart bets, where it counts. If you are unhappy at Wayfair... then go. If you don't trust our like leadership... then go.
Please just go and please just leave. Many (NOT ALL) people who were asked to leave were lazy, poor performers, troublemakers or filling a position they had no business or skills to actually hold it.
Are our days numbered? Yes, we will all die someday. But such is life.
Are our days numbered a Wayfair? Maybe. But such is life and life will go on.
This whole experience is just a blip in anyone's life... so give it the energy it deserves and just move on or get over it.
BPO business process outsourcing
Union? Strike? Does it really matter?? We are losing our jobs to over seas anyway
Why pay a high salary to someone in NA or Europe to pick up a phone? CS is a commodity job.
Um excuse me, low skill? You have a big head.
They are correct to move the low skill customer service jobs abroad and save money.
What is BPO
They are moving some digital teams back to phones. The top 20% of digital may not be affected by the change and stay in digital as they are the work horses that get 98% of the contacts in those ques. They are never on downtime and haven’t been since late summer. I believe they just want to beat them down and burn them out enough that they quit. Less severance they have to pay out later.
Heard Frontline chat/SMS moving to phones
They have already demoted all positions once. And now they are planning to do it again
Have you seen the company's long term plan? Do they plan on moving 100% of all service overseas?