Just want to bring some attention to the recent changes in the contact center as I think it hasn't been talked about much.
For months now there has been no real career path for those of us in the contact center. On top of this the new scheduling changes are simply insane. As someone who has helped hire for this company and championed SECU for years I am now faced with the sad reality of having to tell those, some of which I myself helped recruit and train, that all we can do is sit back and ride it out and hope it gets better down the line. I have to sit back and look at the faces of people that I made promises to based off of my previous experience here and watch as they are told that none of that is a reality and when I apologize they tell me "it's ok I know it's not your fault"...and it hurts.... I have had many of my coworkers call me in tears that they now have no choice but to leave a job they really enjoy because they simply cant work these crazy new schedules and all I can tell them is that it might get better in a few months when they look at changing schedules again... or it might get worse... Our new managers have no control and can do nothing our VPs can do nothing and I don't even think the SVPs can either. Make your new schedule work or get out. "Can I try to switch my schedule"..."NO"... I have been with this place for years and when I got my new schedule and brought up the fact that I have a family and kids and...life... I was told, I can give you a good reference if you decide to leave.... A lot more to unpack here but for the sake of bringing attention to these two big issues I won't say more.
I understand that changes where needed, I understand that change is hard and you will never make everyone happy but when you have almost every single employee repeating the same thing "this isn't going to work" perhaps you would think someone would listen.
If the 4on4off schedule is eliminated. This will show he has no care for the employees. Every employee that has that schedule loves it and everyone that doesn’t envy’s it.
Is the schedule change just simply for change? I’m assuming this has Mr. H&R Block’s fingerprints on it. He probably used it at another employer (like NICE) so it automatically is better than anything previously used at SECU.
I am not privy to such information so i may be misinformed but I was told that the schedule change proposals were being sent to and approved/denied by NICE...The original reason for the change that was given to Contact Center employees was something to the effect of "the new phone system can't analyze coverage need on an 8 day work week"...I have also heard that the new guy in charge over there used to work for NICE? Is that what you're alluding to? If so...is that not...odd? Look at me typing all these ellipses like I'm Gym Haze!
Yes, Jared Benesh used to be an employee for NICE. Note that H&R Block, Jared's most recent employer before SECU, also uses NICE software now.
This appears to be what he does; going from organization to organization switching them over to NICE on some presumably egregiously expensive contract, then moves on and does it somewhere else.
I don't know about anyone else but this sounds like it might be a conflict of interest to me.
I’m sorry you guys are having to deal with that… that sounds terrible, and you are right: SVP’s and VP’s have been stripped of a lot of their powers… I’m hopeful this is only temporary. You mentioned there was more to unpack but wouldn’t…. I say go for it. Lay it out there
So let me get this right, this new software cannot analyze the employee need for 4 on 4 off? And this is new “up to date” software built after 1983? But our existing software Finnesse could? And Jared worked for this company? Is everyone seeing a pattern here? Let’s do some research and see what staffing levels looked like at H and R block after their implementation! DEI, remember DEI? Equity and inclusion. You are not being inclusive and fair by telling folks oh well and that you will give a reference. You think it’s easy to find daycare for these type of shifts?
Furthermore, this software has been a disaster. Members being transferred to departments that have nothing to do with want they want. Pissed off members!
To the Board: stop this nonsense! Stop allowing corruption!
Think of our children at least! Daycare is EXPENSIVE! And you have taken it upon yourself to ruin a great schedule that helped with that. THINK OF OUR FAMILIES INSTEAD OF YOURSELF!!!!!! It’s just pure evil at this point.
How dare you just tell employees “we will give you a good reference”. Have you seen the job market? It’s terrible especially if you live in a rural area. I don’t want to pick up my life to move to just find a job. I like the one I have now. Quit trying to get people to quit.
This new “high tech” system called NICE can’t analyze a 4on4off schedule. Well it’s time to get a new system if it can’t benefit the employees. NICE IS TERRIBLE. #BRINGFINESSEBACK
So, he (H&R Block) is a "fixer" then. Comes in, makes the changes and then leaves. Well, this is probably what Jim wants. Apparently, he stated SECU has too many employees and of course he wasn't going to fire anyone. No layoffs. He just make it miserable and you will quit. Don't have to pay unemployment, cuts cost, make MSS completely automated or outsourced to cheaper state or country.
Don’t forget EH is making this a NC employer of choice…certified that is! 😂 certified to make you go somewhere else. Hayes says he is enhancing employee experience and benefits. Really? Really?
So from what I heard they are having to work EVERY SINGLE WEEKEND one week you would work Tuesday and. Wednesday be off Thursday and work Friday Saturday and Sunday then be off Sunday Monday of that week work Tuesday Wednesday off Thursday work Friday and then be off Saturday the next week. You’re working 50 hours in one week…. IDK but they didn’t even consult any of their employees about it they were just told here’s your new schedule if you can’t work it sorry and right at the start of the SUMMER when everyone has planned their vacations which they will not accommodate if you scheduled on your 4 days off so no one has enough time to take now
Interesting that one of the first things done when Hayes took over in 2021 was the Arbitration Agreement, I say that considering what we know now about his past legal issues…..
💯%,! It’s heartbreaking 💔 to see our passion go down in flames 🔥!
ReplyDeleteJust want to bring some attention to the recent changes in the contact center as I think it hasn't been talked about much.
ReplyDeleteFor months now there has been no real career path for those of us in the contact center. On top of this the new scheduling changes are simply insane. As someone who has helped hire for this company and championed SECU for years I am now faced with the sad reality of having to tell those, some of which I myself helped recruit and train, that all we can do is sit back and ride it out and hope it gets better down the line. I have to sit back and look at the faces of people that I made promises to based off of my previous experience here and watch as they are told that none of that is a reality and when I apologize they tell me "it's ok I know it's not your fault"...and it hurts.... I have had many of my coworkers call me in tears that they now have no choice but to leave a job they really enjoy because they simply cant work these crazy new schedules and all I can tell them is that it might get better in a few months when they look at changing schedules again... or it might get worse... Our new managers have no control and can do nothing our VPs can do nothing and I don't even think the SVPs can either. Make your new schedule work or get out. "Can I try to switch my schedule"..."NO"... I have been with this place for years and when I got my new schedule and brought up the fact that I have a family and kids and...life... I was told, I can give you a good reference if you decide to leave.... A lot more to unpack here but for the sake of bringing attention to these two big issues I won't say more.
I understand that changes where needed, I understand that change is hard and you will never make everyone happy but when you have almost every single employee repeating the same thing "this isn't going to work" perhaps you would think someone would listen.
If the 4on4off schedule is eliminated. This will show he has no care for the employees. Every employee that has that schedule loves it and everyone that doesn’t envy’s it.
DeleteIs the schedule change just simply for change? I’m assuming this has Mr. H&R Block’s fingerprints on it. He probably used it at another employer (like NICE) so it automatically is better than anything previously used at SECU.
DeleteI am not privy to such information so i may be misinformed but I was told that the schedule change proposals were being sent to and approved/denied by NICE...The original reason for the change that was given to Contact Center employees was something to the effect of "the new phone system can't analyze coverage need on an 8 day work week"...I have also heard that the new guy in charge over there used to work for NICE? Is that what you're alluding to? If so...is that not...odd? Look at me typing all these ellipses like I'm Gym Haze!
DeleteYes! I think Mr H&R Block may have worked for NICE but I know he installed it at his previous employers.
DeleteYes, Jared Benesh used to be an employee for NICE. Note that H&R Block, Jared's most recent employer before SECU, also uses NICE software now.
DeleteThis appears to be what he does; going from organization to organization switching them over to NICE on some presumably egregiously expensive contract, then moves on and does it somewhere else.
I don't know about anyone else but this sounds like it might be a conflict of interest to me.
I’m sorry you guys are having to deal with that… that sounds terrible, and you are right: SVP’s and VP’s have been stripped of a lot of their powers… I’m hopeful this is only temporary. You mentioned there was more to unpack but wouldn’t…. I say go for it. Lay it out there
DeleteSo let me get this right, this new software cannot analyze the employee need for 4 on 4 off? And this is new “up to date” software built after 1983? But our existing software Finnesse could? And Jared worked for this company? Is everyone seeing a pattern here? Let’s do some research and see what staffing levels looked like at H and R block after their implementation! DEI, remember DEI? Equity and inclusion. You are not being inclusive and fair by telling folks oh well and that you will give a reference. You think it’s easy to find daycare for these type of shifts?
DeleteFurthermore, this software has been a disaster. Members being transferred to departments that have nothing to do with want they want. Pissed off members!
To the Board: stop this nonsense! Stop allowing corruption!
And for those just going along with this disaster, Silence is Consent whether that be leaders or Board of Directors.
DeleteThink of our children at least! Daycare is EXPENSIVE! And you have taken it upon yourself to ruin a great schedule that helped with that. THINK OF OUR FAMILIES INSTEAD OF YOURSELF!!!!!! It’s just pure evil at this point.
DeleteHow dare you just tell employees “we will give you a good reference”. Have you seen the job market? It’s terrible especially if you live in a rural area. I don’t want to pick up my life to move to just find a job. I like the one I have now. Quit trying to get people to quit.
DeleteThis new “high tech” system called NICE can’t analyze a 4on4off schedule. Well it’s time to get a new system if it can’t benefit the employees. NICE IS TERRIBLE. #BRINGFINESSEBACK
DeleteI just gotta ask…how is this legal what they are doing? 😂
DeleteSo, he (H&R Block) is a "fixer" then. Comes in, makes the changes and then leaves. Well, this is probably what Jim wants. Apparently, he stated SECU has too many employees and of course he wasn't going to fire anyone. No layoffs. He just make it miserable and you will quit. Don't have to pay unemployment, cuts cost, make MSS completely automated or outsourced to cheaper state or country.
DeleteDon’t forget EH is making this a NC employer of choice…certified that is! 😂 certified to make you go somewhere else. Hayes says he is enhancing employee experience and benefits. Really? Really?
DeleteCan some one elaborate specifically on what the new scheduling is? Hours, days, etc. so we can understand the change
ReplyDeleteDisregard- I got my answer to this question from the comments on the prior post, thanks!
DeleteJust read a comment from yesterday, May 28, 2023 at 6:05 PM that helped me understand.
DeleteSo from what I heard they are having to work EVERY SINGLE WEEKEND one week you would work Tuesday and. Wednesday be off Thursday and work Friday Saturday and Sunday then be off Sunday Monday of that week work Tuesday Wednesday off Thursday work Friday and then be off Saturday the next week. You’re working 50 hours in one week…. IDK but they didn’t even consult any of their employees about it they were just told here’s your new schedule if you can’t work it sorry and right at the start of the SUMMER when everyone has planned their vacations which they will not accommodate if you scheduled on your 4 days off so no one has enough time to take now
DeleteInteresting that one of the first things done when Hayes took over in 2021 was the Arbitration Agreement, I say that considering what we know now about his past legal issues…..
ReplyDeleteFor men shall be lovers of their own selves ....
ReplyDeleteSelfie Employees Credit Union - SECU.
ReplyDeleteSelfies help with member engagement so I hear
DeletePeople(c-suite) Helping Themselves - updated motto
ReplyDelete