I’m honestly not really sure where to post this, I felt like this was as good of a place as any.
Long story short, I work remote frontline CS for a smaller tech startup. Our CS team consists of just shy of 100 front line employees, and around 6 supervisors plus 2 managers and department head.
Over the past about 6 months now, we have seen a drastic decline in the number of CS inquiries and the work has slowly been dwindling. Even though things haven’t picked up senior leadership made the decision to raise the daily productivity count to the point that at least a solid 80%+ front line aren’t able to obtain.
Now that this has been in place for a few weeks, nearly half (approximately 40 – 45) of our frontline are now on disciplinary action plans for not meeting this goal.
My concern now turns to, could this be an early sign that since work load hasn’t increased for almost half a year now, that this could be a way for them to create a paper trail to justify terminations rather than layoffs to avoid paying out unemployment benefits?
TLDR: Work load has dwindled, senior department leadership raised productivity goals and majority aren’t meeting this new goal. Almost half of the department is now on disciplinary action.