Description of the Incident

There is extreme favoritism on our call floor from one operations manager towards two specific managers. The Operations manager allows the Team managers agents to get away with things that others would be written up for or fired. Ss well as made the same two managers manager of the month for 6 months straight.

There was word on the floor that the Operations manager and one manager (Edwin) were previously in a relationship together while managers on another contract. They ended up breaking up and the one manager Desiree came to ID.me and became the operations manager. When the contract that the one manager Edwin was on closed, he was brought to ID.me as an agent and soon after, was promoted to manager by and reports to Desiree who he was in a previous relationship with.

This is 100% a conflict of interest and have watched managers get away with things that others would be written up or fired for with zero repercussions to the violating managers, the exact opposite is true, they are rewarded. Also it was said that Desiree was arrested in 2020 after coming on site and slapping Edwin when they were on the same contract together, but yet was still made an operations manager.

It was said that they live together as well now and are in a relationship and are planning on taking vacation together but, are still allowed to be on the same contract with each other and one report to the other.

I have seen direct targeting by David in ID.me towards agents that mess up his metrics and does what he can to either get the agent fired, or removed from his team so he will be the #1 manager and make it look like his team is the best.

Agents are put on the outlier program for not meeting metrics that they have no control over at all, such as the members not knowing how to use a computer and the agent has to troubleshoot with them, or the member not having the proper equipment to complete verifications. The agent is still held liable for and written up and fired because their calls take too long.

In interviews new hires are asked what is more important, quality or quantity, and the answer is always quality. With the upper management they want quantity over quality to keep the client happy. Even when it is brought up to upper management what is going on, or shown video proof of these issues it is ignored and the agent is punished for it.

There has been sexual harassment on the floor from trainers and managers, which are reported and nothing is done and the case is dropped, which causes agents to leave the company to escape the harassment. There has been reports of managers stealing from agents as well and nothing is done at all either.

On the ID.me floor there is black mold on the celling and it is causing agents to get sick, but if they call out, they need to use a no harm no foul or take the point towards attendance. The same thing happens when agents test positive for COVID, either they come into work and spread it, or take points towards attendance which is putting agents at risk.

There is no lighting in the parking lot posing a safety risk for night time agents as well as no cameras in the parking lots to protect agents or their property as well. Agents have to be escorted to the parking lot for fear of being attacked, also reports of attacks in the parking lot.

Managers and agents using narcotics with each other not only on the clock, but off the clock as well. There is zero drug testing at the location either. Also reports of managers selling narcotics.

Operations Managers have given out their passwords to their computers directly violating Alorica policy. Agents race their cars out of the parking lots with zero disregard for agents safety. Agents have fallen in the parking lot because of no lights in the parking lot, or on sidewalks, as well as exposed electrical wires posing a risk of electrocution.

Managers and Operation Managers directly violating ADA. Was told that my handle time was too high because I am only at work a certain number of days due to my accommodation which has put me on the outlier causing me to be written up. Which is punishing me for my accommodation.

Bathrooms have overflowed causing them to be shut down, portable bathrooms were brought in and placed outside, with no lights where they were or any type of hand washing station which posed a sanitary risk. Agents were forced to use the bathroom at the hospital causing agents to leave the property in order to use the bathroom.

Managers and IT are asked to get on the roof of the building in order to clean it off posing a fall risk. Roof has multiple holes in it causing mold to grow on ceiling tiles posing a major health risk to all on site. The vender has delivered old/moldy food for agents to buy.

Managers and Operation Managers have falsified scorecards which causes agents to lose out on bonuses. Managers and Operation Managers have also falsified records and stats to make the site look like it is over performing.

Edwin Morales the manager on ID.me has been allowed to order lunch for his entire team on the company card multiple times back to back. Agents that are pregnant are allowed to carry pepper spray and leave it in their locker which is a direct violation of Alorica's weapon policy.

Managers have been caught using narcotics outside the employee entrance, it has been reported to HR, but nothing was done about the incident. Agents on site regardless of the contract have been directly targeted and had their ADA violated.