Afni – Opelika, AL
This is a front-line supervisory position in our call / contact center. As an Afni Project Coach, you will train,… Afni
I worked at Afni full-time (More than a year)
Afni is a fun environment. Depending on you direct manager you may have the ability to make many of your own decisions. You get to train your agents and personally mold them into the agents you want them to be. If your agents are good, you can help develop them into leaders, and see them get promoted. This part of the job can be very rewarding. Afni is a truly a fun place to work. There is lots of laughter on the floor and joking and for the most part this is a very laid back environment. You can learn from your reps, and getting close with your reps is very much encouraged. My manager once gave me time off to attend own of my agent's kid baseball game! I was given a credit card to take my team out to dinner after we had an outstanding month. The family environment is very much welcome here.
Anyone who has been at Afni will tell you that this place is a revolving door. The turn over is very high. At the supervisor level (coach level) is frustration!! This job never lets you reap your rewards. With the consistent rotation of agents the cycle of training someone from scratch helping them get better only to have them quit for a better paying job or go to a different team once you have done all the hard work to get them good gets frustrating. This leads to burn out! Another con is the lack of cohesion in leadership. Afni has MANY coaches and managers and depending on who you are under is what is tolerated or what you can be fired for. Some managers are sticklers on rules, while others let everything slide. Also with the rules they only apply when Afni doesn't need you. For example try firing someone who calls out for a week straight during christmas season and ruins your stats and bonus check along with it. Good luck with HR signing off on that. That same agent calls out twice during January or February when its slow, and they are gone. The rules need to be the rules at all times. That would put everyone on a level playing field. The bonus structure sometimes encourages management to make decisions in their best interest rather than whats best for the company. Managers get bonus's based on employee retention. This leads to them making decisions to hold on to agents that otherwise should be fired, or make coaches work with less than capable agents and hold them accountable for this. This isn't fair to the coaches, nor is it beneficial to Afni in the long run. Coaches will at times hold on to agents until the end of the month and then fire them so they won't ruin their stats and most importantly bonus check. The agent during this month will continue their poor behavior(s), other agents will notice that their isn't consequences for their actions, and sooner or later other will start doing the same thing. That agent with their unwanted behaviors should be disciplined immediately or fired, and the coach shouldn't have to drag the dead weight. Again the bonus structure as stands almost forces you to do this, and in the long term this is not beneficial to Afni as a company. Also with the bonus it seems to change every month. I worked in sales chat, and the sales became the smallest portion of the scorecard! other metrics became more important. Verizon only cared about the bottom line. SALES! Not chats per hour or other irrelevant metrics. Get the bonus to match whats best for the client and Afni. There are reasons Afni has few employees over 3 years. These cons are some of the major ones.
Advice to Management
May advice to management is to: 1. Have less managers and coaches but allow greater freedom to do as they see fit. At this time you have too many chiefs all leading in different directions. 2. Enforce your rules consistently across the board. 3. Think about how you have the bonus structured. They often benefit the manager and not the company. 4. Pay better. That can help out with retention!