Case management team leaders don't know how to lead a team, and would be happier to be shouty and order you on how to work.
I raised a query on how to improve productivity of case managers, was told "this is how things are and as we tried this before and will not change..."
Some members of staff work above their pay grade and refuse to take criticisms.
The mental health impact on the role isn't highlighted enough. I was taking a break after a very challenging call and was forced back to take more calls, this needs to change.
There needs to be more open communication between agents and the SMT for clearer communication channels.
Respect your staff more on their knowledge and ideas.
Too many people running the office, and the team leaders spend too much time being chummy with one another. This is not conducive of time and how management should work.
I requested time off for my son's medical appointments, was told I had to arrange my own shift swap, I get why, but this is something that was passed to the training team before I started, wasn't adhered to or listened to.
There is zero work life balance, absolutely none. People have lives, don't ask them to change their shifts when you won't allow people annual leave let alone medical appointment shift swaps for their children