Hurry up and wait - Experience Specialist Percepta Employee Review

I've worked at Percepta as a Business Operations Manager for 11 years. Started as an Assistant Operations Manager and was promoted after a year to Business Operations Manager and then promoted again 3 years later to manage a program that I am still on which consists of 4 different locations, one being in the Philippines.

No cons from me as Percepta has allowed me to grow and develop in my role as BOM and accomplish things that I never would have imagined previous to working there. There is a reason I have been there for 11 years and it's because of the people I work with and the managers that I have worked for.

Structured schedules, insurance, 401k, dental, and some opportunities for advancement.

This organization was previously more centered on its employees, offering regular training and clear opportunities for growth. That culture has shifted significantly. Although leadership emphasizes empathy and compassion in messaging, these principles are not consistently demonstrated in practice. Job demands placed on both agents and leadership have become increasingly unrealistic, creating gaps in effective coaching and support. There is a clear disconnect between established processes and their real world implementation. Additionally, concerns raised by employees or operations teams are frequently shut down rather than engaged with, limiting collaboration and preventing the organization from addressing ongoing challenges.