Unlimited PTO sounds amazing when you first hear it. However, your metrics don't pause just because you are on PTO, even having to reply back to clients in a certain amount of time. So what this does is either discourage analysts from taking PTO or encourages them to work while they are off. That needs to be fixed.
Let's talk metrics next. I would say that 2 of them (possibly 3) are realistic as far as how much control you have over them. You can directly control if you are in adherence to your schedule and if not can put in an adjustment. You can control how quickly you follow up with clients for the most part. You can control what you say but not how the Quality Analysts interpret it (was that really an ownership statement? You mentioned an article but not the Community directly so you get points off, etc). There are two really big ones that are outside analysts control despite what management tries to sell you. You cannot control how many tickets you close on the quarter HOWEVER, they did make strides there by adjusting the goal based on volume. The biggest one that you have no control over is the customer survey. If you get someone having a bad day, they can easily take it out on you and you are forced to keep it which then effects your bonus at the end of the quarter. They will tell you that you can get surveys removed if they aren't reflective of you or the service you provided but that's a load of crap. Upper management will ALWAYS find something that you "should" have done better and force you to keep it.
Upper management does not take advice or criticism well at all. As a matter of fact, the Director uttered the words "well we aren't going to change" in a conversation about metrics. He also gave conflicting advice to two different analysts regarding customer service. I was told to take my time with clients and ensure that all of their needs are met (during one of my meetings about why a survey that was clearly aimed towards the software itself and not me was staying on my scorecard) and another analyst was told she was taking TOO MUCH TIME WITH CLIENTS. What a joke.
Rather than accept they are doing something wrong (hence the mass exodus of analysts) they just add more training classes and get more analysts on the phones.
For a company who has a core value of "Be Human" they do an awful lot of data crunching rather than having actual conversations with their analysts. And when they do try to have a convo, they get defensive when things are brought up that could be better. Totally defeats the purpose and honestly, one of the worst managed organizations I have ever been a part of.
