The workload was absolutely insane and managers/supervisors were either oblivious or willfully ignorant to it. When we moved to work from home, the workload also increased greatly, maybe not in sheer number of client interactions, but in the complexity of their requests and how long it took to resolve the interaction. I was working my tail off all day, every day, and still being told that if my stats didn't improve, I'd be in danger for disciplinary action. Problem is, the stats were calibrated to a much different level of workload than what we were experiencing. Newer employees or employees still learning the Paychex system were set up for failure. They provided opportunity for upward movement, but by the time I left them, I wouldn't have been interested anyway.
