Pros
Benefits are fantastic. Opportunities for VTO. PTO is great. The people you work with are typically great too. KPIs are easily met.
Cons
I debated posting this before my departure from Westerra, but future applicants deserve transparency. • Poor communication across departments makes it difficult for front-line staff to serve members effectively. • Leadership operates on a “need to know” basis, creating silos and keeping both middle managers and reps under-informed. • There is no clear direction or standardized processes (SOPs) provided to leadership. Most days felt like “winging it” while juggling high workloads and low pay. • The Director of the Contact Center micromanages heavily, often belittling supervisors and speaking to them as if they’re incompetent. This behavior chips away at morale and makes it difficult to lead effectively. • DEIB (Diversity, Equity, Inclusion, and Belonging) is often highlighted in messaging, but in practice, it feels like lip service. Despite emphasis from leadership, nothing meaningful ever changed. • Retaliation is tolerated — supervisors are expected to “coach” poor-performing or disruptive employees, even after raising valid concerns, while leadership avoids taking meaningful action. • I was left to supervise a hostile, disgruntled employee, with no support from above. Other than the reminder that this is apart of leadership. • Many other leaders are undertrained or disconnected, and some teams operate in fear — afraid to speak up because they know nothing will change or it might backfire. If you’re considering a leadership position here, be aware: you will be expected to perform without resources, without protection, and without a voice This could be a great place with the right changes, but it’s not there yet.