Yes I know this is mostly a retail sub but I have to vent because I almost told an Aetna member to f you and almost quit on the spot.

So clinical engagement console (CEC for those who don't know) just gave up today. many inbounds were coming in back to back because of information that got sent out with no communication to the team about it and so many tasks and cases are sitting past due in CEC, so it crashed. Leadership went MIA. It took forever to finally get a coherent response from them and when we finally did, it was unhelpful and inconsistent across other teams. Then head of leadership told us a couple hours later, finally, that it was back up, THEN shortly after this entire debacle they sent out new metrics that gave us an increase across the board. When metrics aren't met, we don't get bonuses and are constantly threatened with corrective actions and constantly told we can't transfer into other positions unless we're meeting our metrics so THEYVE TRAPPED US. They've made metrics unattainable. Immediate supervisors are yes men and have 0 spines to stand up for their teams. Then some supervisors are blatantly incompetent at what they do and deserve to be fired.

Which shows leadership was too busy having a jerk fest about how they wanted us to pad THEIR numbers on the chain gang THAN to actually step in and correct the system when we needed it most to do our jobs. I absolutely hate it and this is the worst leadership I've ever experienced with any career I've ever had and the most mentally exhausting job because of the lack of communication, mind numbing redundancy, and BS metrics constantly making us feel like failures.

ETA: I'm not sure who awarded my post as it was anon but thank you for giving me a little something to smile about today 😌