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Comments

Moss

At my job I have unlimited vacation too.
What it really means is I have no vacation as there is no set-aside time that the company can't expect me to do work.

jcomputerguy

Im a customer of Netflix and I want to say to the people that work at Netflix.You need to start checking them Dvds.too many times I get scratched or broken Dvds ,very annoying plus skipping,and then you look at the dvd and its all scratched up,this happened recently and way too many times,very disapointed with Netflix,and they wont do nothing about it,if there was another company out there i would go there in a heart beat..

jaibhole

No Vacation means when you leave or are let go they don't have to pay you for the vacation days you did not take..


Clifton

My understanding was that the only people who get free vacation were the managers. Also it's not just anytime you want. You have to work for your vacation time. If your work is lacking and you are taking lots of vacation you get canned. If you work hard and get ahead you are able to take some extra time off.

Ritch

I bet employees with unlimited vacation time take less than those with a specific amount of vacation time.

Detective Kimble

I use to work in the tech dept. and although it was a great company to work for: pay, benefits, vacation, no drug testing (important to me), etc. However the management there has some serious flaws in there thought process and running of the call center. Cant say for distribution or in Los Gatos.

Scotty

As an employee, I can verify the questions around time-off - it's not limited to managers, nor is it earned - it is limited to full-time/salaried employees however. Netflix simply does not track employee time, whether it's vacation, arriving late, departing early, out sick, wfh, etc. The focus is on your impact and contributions.

I don't consider it true that Netflix employees take less time off than those with structured PTO. A common trend I see is that folks work hard all year and then take a month or more off at a time - others enjoy the flexibility of being treated like an adult and come and go accordingly. The fundamental idea is that you as an employee have the freedom to decide what's appropriate, and the responsibility to use good judgment.

Read the slides, it's all 100% true. Those used to be part of an internal presentation used for new employee orientation before they were made public.

What I like about working at Netflix: Everyone is unbelievably good at what they do. I have never worked with someone that even slightly resembles any of the negative archetypes of the common workplace. I truly feel that I can rely on any of my peers 100% to do an outstanding job. We are paid extremely well, and we all love what we do.

What I dislike: There's obviously the perpetual fear of losing your job due to no longer cutting the mustard, but it comes with the territory. I imagine it's hard to keep a company staffed with great people by not constantly trimming dead weight. I'm okay with that if it means I get to work with champions that dont get lethargic day in and day out. Also, the box lunches could stand some improvement.

Former Netflix Employee

Written like a true PR guy Scotty! Nicely done. What a corporate tool. Is uncle Reed lining your pockets to say such things?
Champions? Please.

The Netflix call center was a terrible place to work. In nutshell, the Senior Leadership team had no previous knowledge of call center operations and cared little for the well being and morale of their call center employees.

A simple tour and comparison between the Los Gatos facility and the Hillsboro call center will clearly show the degrees of seperation between the executives and "the help".

Constant mandatory overtime, poor workforce management, multiple levels of middle management (think office space), ineffective and overpaid leaders, no paid time off benefits (sick or vacation), cubical sharing... the list goes on.

Leaving Netflix was a great decision and i've never looked back.

It's truely unfortunate that a company with such great potential and solid financal performance can't invest a little into thier most valuable resource, their people.

Seth

The philosophical concern I have with Netflix's utopian work environment is how many people complain about working for the non-utopian part (the call centers).

That troubles me. What is the message there? It sounds elitist. Nothing wrong with rewarding the best workers, but leaders are judged by how they treat their weakest constituents.

current employee

I can only speak for the Los Gatos HQ, but I would echo what Scotty has to say. The slides are accurate. I haven't yet worked with anyone who is not a) friendly b) helpful c) great at what they do .

That being said, when you run across your 20th person who is great at their job *and* willing to help you out with whatever you need, it quickly becomes apparent that it's only that way because that's what's *expected*. The rest probably just don't last all that long.

It's high-speed, but the type of person who does well at Netflix is the type of person who can also just say "I'm going to be on vacation during the following dates." Yes, we all have a pile of work to do, but you just take your time off.

Gaz

Who gets to 'just say "I'm going to be on vacation during the following dates." Yes, we all have a pile of work to do, but you just take your time off.'

That aint happenin in the call center, that is for sure.

Tech Monkey

The last time any employees spoke out about conditions in the call center, there were mass firings.

I highly doubt anyone that values thier job will speak up for fear of retribution.

Secret For Fear of Retribution

It is horrible place too work, Someone I know works in Oregon. They are constantly belittled. NO Paid Vacation, OR sick Time. You must have fewer than 6 dissatified customers out of 100. Everyone who calls Netflix is already dissatified. Their turn over for customer service agents his high, so that everyone worries about their job. People do not quit the get fired left and right for little things. I know of another person who did get fired for speaking her mind.

Scotty

I've been to the call center, the working conditions are not bad there. The CS reps are not full-time/salaried employees, and it's my understanding that they are excluded from the unlimited time-off discussion, as well as the posted slide-deck.

Customer Service is very metrics-driven, and the vast majority of the reps are young with not a whole lot of experience. Likewise, all of the disc checkers and envelope stuffers across the hubs throughout the US are hourly as well. That's not to say they arent important - it's just that call centers and shipping centers require lots of manpower and operate with different priorities than the rest of the org.

I work in Los Gatos, in engineering. I'm not a manager, so I'm far removed from Reed and PR, and am in no way a marketing shill. If I had complaints about working for Netflix, I would be frank about them. The worst things I hear about working at Netflix come from those who have been let go, and I simply havent found them to be true in my experience.

S

I work in the call center and have very few complaints. Pay is very good and we're given a large amount of freedom, given the nature of the work. I am not told what to say, nor do I have to read a script. All I have to do is be myself and help people. It's not that hard.

I do see some of my fellow call center employees posting some complaints, and I say to you: please bring these concerns to your manager. You will not be fired for speaking your mind as long as you present your opinion rationally and politely.

 hacker

One of the worst jobs I have ever had when it came to management. The call center's corporate culture is non-existent. Call center workers are completely dispensable. If the call center truly followed the Netflix culture, there would be few complaints. To us it's just corporate jargon to make the company look good. And no you can't just speak your mind, even if you are polite and rational. If your opinion differs from the way the corporate wind blows that week, you are risking your job.Who wants to work in a stifled environment plagued with fear?

Name withheld

Call centers in general are not great places to work at. It doesn't matter what call center you go to there are always things that are bad about working there.

No One

I started working at Netflix in 2006 just before Instant Watch was released and it was a good job with wonderful benefits and great management.

I spent most of my time doing QA and creating the processes Netflix would use to help customers with instant watch issues.

After Instant watch was released it was still a pretty good place to work there was alot of overtime but I really did not mind being there because it was fun.

once things stabilized for the IW release things got progressively worse managers were let go and replaced by people who either had no idea how things worked on my team or no management skills whatsoever and these people were creating processes that made my job like the movie Office Space every single day.

It only took a couple months of bad management choices that people on my team started quitting because there was alot of unhappiness in Hillsboro and once that started happening the management decided it was time to give everyone on my team a $5.00 per hour raise to basically shut us up.

Once the set top boxes started rolling out Netflix was converting their support boundaries and making them smaller and smaller the rule was to push the customer off to someone else, if its on the PC its a Silverlight issue and the customer needs to talk to Microsoft if its a Roku box customer needs to talk to Roku so my job consisted of answering the phone and pushing the customer off to someone else and that is probably still the way it works.

Netflix decided to have non-technical customer service reps handle all of the Instant Watch calls which was fine because there wasn’t really any troubleshooting happening anyway it was a matter of waiting for the customer to say Roku, Samsung, Xbox, PC or Mac and that’s where they push the customer.

Things in Los Gatos are completely different and there really is a sense of "freedom of responsibility" and its great but in Hillsboro its just not there and what makes it worse is that the many levels of management have absolutely no clue how to run a call center or even be decent managers.

Secret

Netflix is probably the worst call center I have worked. True the time off is unlimited, but only if you can get it approved and you don't get any paid time off. There is MANDATORY overtime, and they will make you work 13 hour shifts if needed. Everyone works as hard as they can and the only incentive they get is to keep there job for the time being. Each employee's stats are based off customer survey responses on whether they were satisfied or disatisfied. The bullshit part about that is most of the time there disatisfied with the company not the rep, but yet the rep takes all the fault. If you don't meet there %6 satisfaction rate your canned. They have very high expectations for calls or work performance. It seems as if you have to come in early just to set your desk up and prepare for taking calls because if you aren't on the phone exactly at the start of your shift you get in trouble. It's true they have no idea how to effectively run a call center and not place fear in the employees.

Miss Information

@Seth >> but leaders are judged by how they treat their weakest constituents

Netflix is not a charity organization, they are a business. How should you treat your "weakest contributors" in business? You fire them. Simple. That's why the rest works. Try working for a company that doesn't do this (there are plenty to choose from - big and small), then compare.

That One Bitch

Netflix's call center was the exact reason as to why I'm back in school now. The head honchos kept shifting how they wanted the call center run, and gave unrealistic time frames to meet them. If you didn't, they trimmed the fat..and often. The call center had an extremely high turnover rate, and I believe the State of Oregon's unemployment department rates Netflix's environment as "hostile". I worked there for over two years and it went from a friendly environment, to a robot based environment. I understand that its all about numbers and goals, but there is no need to make them unrealistic. Benefits that were in place when I got hired were taken away or changed, (public transportation passes went from 25 a month to 60 something a month....Paid Time Off completely disappeared) at a time when the company was thriving...even in this economic time. The 8 at a time plan was not worth the stress at this place.
While other parts of the company may be great to work for, the call center is the most thankless job I've worked at. Take my advice and don't work there...run far....and run fast.

Seth

@ Miss Information

I think you misunderstand my post completely. When I say "weakest constituents" I refer to their hourly employees.

Your solution to fire them all is interesting but would leave no one to answer the phones or work in the distribution centers. Hourly employees are the most vulnerable in the workplace and how they're treated is a reflection on Netflix's leadership.

I would refer Netflix to JetBlue which has a very innovative program where call center employees can work from home with flexible hours.

Scotty

It seems that all dissatisfaction in this thread is among part-time CS employees in Hillsboro.

Back when the call center was flexible and friendly, as described by other commenters, abuse was rife (i.e. getting employees to show up in summertime was a joke) and customer satisfaction was low (poor staffing means longer hold-times for customers). New leadership was brought in to overhaul CS and the important metrics are much better now.

John

It might be nice to work in the corporate offices but I worked in a call center and it was awful. When it first started the shifts began at 6am. Every couple of months they would go back earlier. A little before I left, we actually had to come in at midnight or 1am a few times a week.
The thing I hated most about the job was that they just expected you to work 12+ hour shifts. There were many instances where I would work six hours or so checking DVDs. Then the manager would ask if I could stay for "a couple of hours" after. Next thing you know you've been there for 14 hours. And then they get mad when you need to go. Ridiculous.
Then they would write me up when I had a few mismatches or cracked discs - well what do you expect? I took netflix as a second job because it started at a relatively normal time, and then it turned into an overnight job. You would have to come in at midnight one day and 4am the next. Many times staying for an ungodly amount of hours. I could barely keep my eyes open while I was there.
A single employee probably checks hundreds of thousands of DVDs a week and they would write me up because I missed either a couple of small cracks or didn't realize Ice Age 1 was in the Ice Age 2 sleeve. So they would tell me I was moving to fast. So I'd slow down then I get written up for not checking the required 650 discs an hour.

Kleetus

Scotty - important metrics like turn-over rate? Netflix's call center turn over is insanely high.

Everyone knows it costs 1.5 - 3x more to hire new talent than it does to retain existing talent.

Why not put some money & effort into retention of your existing staff instead of just chopping heads? Take care of your employees and create a fun and enjoyable work place. You guys can afford it.

Lastly, consider investing in leadership and get managers that know how to motivate people to succeed with carrots, not sticks. Stop bringing in second string 'leaders' from places like ACS that can't lead their way out of a paperbag.

Ex-Flixer

@Scotty, the important metrics are a lie. This is not coming from a "part-time Netflix employee"(way to disrespect 300 members of your org, btw). The metrics do not tell the whole story, nor are they anywhere near accurate. There is ZERO investigation done into if customer feedback is accurate or if the rep is at fault. A culture of fear and intimidation reigns supreme. Netflix corporate cannot accept that their business practices, such as how they handle free trials/marketing & new releases is SHADEY & misleads customers who get rightfully upset when their card gets double billed or Netflix hides the new release DVDs from the website or puts them in a test cell you cannot turn off. Netflix doesn't really care if the customer gets accurate or correct information, just placate the customer enough so they do not give negative feedback. In some cases the suggestions you get from managers are dishonest or completely WRONG. Good luck confronting anyone about it or else you'll become an outcast.

blah

Seems like there is an awful lot of frustration and unhappiness in Hillsboro but it doesn't really matter, the people that work there are only hourly employee's and they are a dime a dozen. That is what I am getting from these messages I sure as hell wouldn't work at a place that puts so little value on the people that have to deal with the seemingly inept management’s mistakes and angry customers.

Yet everything is sunny in Los Gatos.

Rip Torns Accomplice

As someone whose had experience in Hillsboro its been interesting reading over the reactions on this particular post. The turn over rate is extremely high there and there certainly are some very legitimate issues people have with a work environment where people are in a perpetual state of fear over losing their job. This state of fear is obviously more acute than in Los Gatos.

However, it seems pretty obvious that people working the call center floor overlook the fact that the only skill set they bring to the table is an affable, friendly personality on the phone. As important as that is, lets be honest its not exactly something that brings much value to the table from managements perspective, ESPECIALLY in this economy. I say this having worked there.

Someone said it earlier in the comments to this post but my experience in Hillsboro was the biggest motivating factor in figuring out a way to go back to school to acquire a skill set that is far more valuable than what is needed to survive at a call center.

Also, in NETFLIX'S defense people working at the call center get fanstastic health coverage as well as great 401 (k) benefits. The work environment sure was bizarre and surreal in terms of the turn over rate but at the end of the day, if you don't like it find something else you'd rather do because life is short.

Ex-Flixer

@Rip Torns Accomplice - Maybe it's just a sad state of affairs in our country that a big motivation for workers in this country is fear & desperation. Either people are really lazy, or just it's a way for businesses to sap the most out of employees.

Call centers are not the 'creme de la creme' of jobs out there, probably barely above McJobs. The problem comes in when Netflix(and other companies) do double speak. The "Netflix Values" they tout are discarded and only used as props when needed. When the call center was first opened it was touted as being different & for awhile it was. Then things went down the tubes with their management shake-up. The benefits you speak of are pretty good, but even those have lost some value as premiums/co-pays went up and other things went down, such as the Tri-Met bus pass. It was a funny thing about the bus pass as they were giving everyone cake that day to celebrate what a great job everyone was doing, meanwhile slipping this $40 increase in Tri-Met bus pass cost in a little e-mail. One hand giveth, one hand taketh away.

People should try to look beneath the veil and see how these companies treat their employees or how the product is made/produced. Perhaps they won't like what they see(a Soylent Green moment), but in some cases people may not have much choice for alternatives.

Also while call center jobs are dysfunctional there is plenty of dysfunction in the corporate world. Lots of socio/psychopaths out there ready to walk all over you. While it's a good idea to get an education, make sure it's for something that you can turn a profit at. Also not everyone will be able to bail and go to college on a whim, some may have health concerns or other responsibilities/mistakes that prevent them from taking up that opportunity. Just because they can't do it now, doesn't mean they should suffer in a hellish job.

FmrNetShill

The Hillsboro/Beaverton area is a call center meccha. I worked at a few and Netflix was the King of them all. Best pay, ergonomic seating, free food in the lunch room(ramen, mac&cheese, oat meal). Yahoo seemed pretty nice too, but they're not hiring. Netflix did stuff like trying to reduce our in between call time down to 20 seconds, then when we'd get there they'd say 'now make it 15 seconds'. It was very stressful. Also everyone there acted so corporate and phony, and that was rewarded. A few 'old timers' got to be themselves. It was a good place for them. And promotions/raises were given out like crazy, to the top 4$$ kissers(and mass firings too, for petty stuff). We were all so afraid of losing such a sweet job in this economy we just kissed 4$$ like crazy. Try calling them, They'll do/say anything they can to make you like them, except give a 2 month refund. Without a doubt the biggest/best group of 4$$ kissers ever assembled. Anyway, taking 100 calls a day is pure hell. But Netflix customers are easy, and even with the new micro-management strategy they have, you still get to work inside and do your own thing, sort of. So if your not already making 14.50/hr for your call center hell job and you don't mind kissing some serious 4$$, I recommend Netflix.

grrranimal

FmrNetShill -

Thanks! I'm heading to Hillsboro!

Tester

Scotty:

With each post you make you sound more and more like a suck-up.

I believe many of us are curious about one thing...is it hard for you to get that brown stuff off your nose?

greenerpastures

My suspicions that Netflix management come on here and posts pro-Netflix propaganda have been confirmed by some of these posts. There were rumors but I didnt think they would stoop that low, but they did.

Netflix has some benefits, surely, and right now many are just thankful to have a job at all. But the fact is that they are exploiting a weakened economy by shamelessly and knowingly treating their most valuable resource like chattel. The turnover rate there is criminal and only made possible in this super competitive job market. They have created a customer service system that allows them to operate at a turnover. The job is really easy, except for the occasional tough customer, so they can have a new hire fully trained and operational in a month; there is no need to retain disgruntled employees when you can manufacture another drone for its place. Squeaky wheels do not grease here, they get removed and they are not afraid to lord this over your head. I still think some of the supervisors enjoyed it a bit.

Anyhow, a job is a job and that was why I took it. I have since moved along to greener pastures otherwise I would be in fear of losing my job over this post. Yeah, they really do make you feel that way.

All that said, the Netflix product is AWESOME! People who complain about this service amaze me, I still tell people to get Netflix - its not even $10 a month for a ton of movies - but I caution them to be kind to their customer service reps. They need it.

Tester

@greenerpastures:

I concur with you completely. I have both Netflix and Blockbuster accounts and both of them give me good value for my money.

I also agree that Netflix management comes here to post a lot of crap. It's so obvious when they do. Scotty is just the latest in an extremely long list of suck-ups.

Tester

Hey Scotty, why don't you respond?

fiver

Having been a Netflix employee for almost two years in the call center I can say performance comes first. If you don't perform, you are shown the door. You do get a one time chance to get advice from a supervisor if it works, great. If not you are let go. If you are consistantly in the correct zone of performance metrics, your job is safe until about the two year mark. At that time, if you are not a chosen one to move up the ladder, various methods are used to make it clear you are no longer wanted. Is it a good business? Yes. Is it a good company to work for? Yes. Is it a career? No. I'm sure Reed would agree. He struck me as a very nice individual that has more important things on his mind than the lives and families of his call center worker bees.

Royrapoport

I work in Los Gatos; I'm a relatively new Netflix employee -- only about 223 days.

For me, Netflix is pretty much the best place I've ever worked. It's high-performance, with high expectations. I get paid very well to do interesting things and solve interesting problems. I'm fond of, or at least deeply respect, the vast majority of my coworkers.

(This may be going a little off-script, but this is the sort of stuff I tell people I interview here w/o NDAs) Netflix has its share of significant technical challenges -- not everything we deal with today was designed, back in the day, to support the number of customers, the amount of activity, we've got to deal with today. In some respects, it's the most screwed up environment I've ever worked in -- and the environment that has given me the most freedom I've ever had to fix the problems I find.

People get hung up on the vacations, and some get concerned that in an environment where it's not clear how much you're supposed to take, nobody will take any. That's not my experience. I've always left companies with fully maxed out vacation hours; at Netflix, because I know that's not going to happen, I tend to try harder to take vacation time. In the time I've been here, I've probably taken something close to 20 vacation days or thereabouts -- that's pretty high for me.

Those are some of the things I like.

What don't I like?

Well, the socialist egalitarian in me isn't happy that there are really at least two tiers of employees at Netflix -- the full-time, exempt, Los Gatos crew, and the Hillsboro crowd. There's also the hubs, but I don't really know much about how those folks fare. I know that I've seen a lot of unhappy chatter from Hillsboro people, both current and former Netflix people, and I wonder if we could do better at applying the Netflix culture to the hourly folks than we have so far.

Another thing I like variably is -- depending on your point of view -- either the lousy hours or the ability to get stuff done. My boss is fond of saying his most productive hours are 6PM-midnight, where he actually catches up on email. I know that there are times when I get far less done in a given day than I'd like to get (at least in the sense of getting far less of what I would like to get done done), and so I get to either adjust my expectations, or continue working. I was joking with people on Friday that I was really looking forward to the weekend because I could catch up on the work that I hadn't gotten around to during the week and, sadly, that wasn't entirely in jest. My wife's been known to refer to herself as a Netflix Widow, and I've not been as good at dealing with that as I'd like (every few weeks I shift my routine so I leave by 5:15PM and don't do any work in the evening barring emergencies; that works pretty well).

In some ways, I could say Netflix is extremely libertarian -- you've got the freedom and responsibility to figure out how to be successful. It's not the kind of place where people will look out for your work/life balance -- you'll either manage it yourself (in the face of pressure), or ... you won't have one.

It's not for everyone. I've got friends -- very good and capable friends -- who I wouldn't want working, and who wouldn't be happy, here. For me, it's a dream come true.

(As a point of reference, I'm a technical lead in the Systems and Storage group in the IT/Ops organization. I've also got my full name attached to this post, so that should tell you something about how comfortable I feel being open about working here, and my management's (and HR's) strong commitment to openness and blunt honesty).

WG

RoyRapoport - 223 days? Aw, you're still new. The hubs, and local operations were treated pretty second class too, as I recall from my time there. And CS was *always* treated just as badly as the hourly folks on the operations floor - both groups always were judged on their numbers and how much higher/faster/better they could be. Granted, for a fast growing production/service organization that's expected, but it was almost inhuman.

As for turnover: Bring in new management regime or promote someone who has been there less than a year who kissed 4$$ as compared to someone who had been there longer who got the job done but didn't kiss 4$$ and you're going to have unhappy people and turnover because those formerly producing employees aren't happy any longer. *poof* There goes the employees who know the history of the company and know what's been tried before. Or has significant insight into the business because they helped innovate it to the next level. Second string leaders, indeed - and these are the people who are supposed to not only lead the way out of a paper bag, but also innovate the NEW paper bag.

I spoke to someone recently who let me know NFLX tried to recruit him. You couldn't pay him enough to go there because the company's rep in the valley is crap. They work you to death, and then let you go after ~two years because you're not producing enough. Or people are dying to get out (as in the case of another friend, who isn't leaving because employment is still tough).

I still love the product. I'm not bitter about the company, despite what it sounds like above. I just wish they'd taken more care of the employees who had taken such good care of the company.

Oregon

I worked at the Hillsboro call center from sept. 08 to Jan. 09. At first when we were in training we were given all this info about how great it was to work there. How the customer came first and all that. By the end of training we realized any problems that occured were in most cases to be blamed on our 3rd party distributers like Microsfot,sony,samsung etcetc. Disc scratched post offices fault but we will fix it.

Instant watch was fun for me I will say due to the fact I knew how to help people fix their probelms. But I got in trouble for that since we were at the time supposed to send customers to microsoft support. They were already backed up lol.

The last straw for me was three seperate things. We had a major snowstorm and I truly had no way to get to work for 4 days I was written up for this and was expected to make up the overtime I had missed.

The final straw came when I gave my manager my school schedule and told him when I was hired that I was told it would be ok to goto part-time and work weekends(busiest). His response was we are not having people work part-time and I can not help you. I tried to stick with the company and goto college, but the hours+OT and school were stressful. Thats when i called up and old boss and explained my situation and she was like no prob come work for me. I quit Netflix that day.

All call center work sucks in general and even those who love it knows it sucks. The company just needs to get their act together and train their managers a little better with knowledge instead of fear. Out of four training classed that trained while I was there I was among the last to leave. Which is sad, since I was only there 3-4 months.

Frank

I worked for Netflix before the move out of state. The things I hear about the call center do not surprise me only because it was similar to the situation in San Jose and later Sunnyvale. If you got in early and were a full time employee you had 401k, medical benefits, and good pay.

It is a high pressure job and there is a great drive to perform well and bring numbers within the operating parameters. However, it soon became apparent that paying people "Valley Wages" for an hourly position was too costly. Thus there was an economic move to send CS out of state.

If you were an employee and your job was moving you did NOT get a chance for auto transfer. If you wanted to move with your job you were told you had to apply again at the new location. My theory is that the old CS team had a lot of baggage, had worked overtime on average 50 hours a week for 9 months straight (sometimes mandatory 6 day work weeks) and had their own ideas of how things were run. Moving out of state allowed paying less and starting over from scratch with a new team.

I found that there were people in CS management who were not wonderful with people, some who were manipulative, and deliberately mean. I know what you may be thinking... manager makes me work hard therefore he or she is mean. Incorrect, I mean mean as in playing politics and placing one person against another. I have seen supervisors ask employees to lie to others in management and to customers on occasion (not frequently).

In the days of working at the Ops center we were called "Trailer Trash" by the people in Los Gatos. There is a class system. From the people I know who still work there they are amazed they have jobs. This is in Los Gatos. I was recently asked "is it true you get hired to be fired?"

Call centers are not wonderful places to work. Sometimes things were great. However, people did burn out fast and others were hired through temp agencies and not all of them were the cream of the crop. At one point background checks were not performed correctly before some employees were brought on board.

Supervisors and managers honed your skills with fear about being written up. Employees were always on edge because if you had an escalation it counted against you. At one point management had the brilliant idea of making you someone's supervisor. If you had an escalation you could be the supervisor for the person sitting next to you, or across the room. Eventually this turned out to be a bad idea (surprise) and so escalations went to leads or an escalation team vs. someone near you.

We would have "Fletch" time and in that time (at first) phones were turned out and we hammered out emails. Later "Fletch" time didn't allow for phones to be off, people just did as many contacts as they could for prizes.

An employee at the Sunnyvale center was diabetic and had health issues. When he was sick he had to present a note from the doctor due to the high volume of work required. One day he got in an automobile accident and didn't make it to work. Since he didn't have a doctor's note this time they fired him. Every time he missed work it was with a doctor's note as diabetes is covered under the American's With Disabilities Act. He elected not to pursue this after his termination.

When a team was invited to visit the new Los Gatos building by a VP they were later chastised by a manager and their supervisor for taking an extended lunch even though the supervisor had approved it.

I like the product. I don't agree with all of how thing were managed (my opinion).

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