I started as an agent, moved up to QA and ended up a supervisor. When I moved into management I was determined to try and change things and listen to the agents on the floor.
The micromanagement didn’t stop. Even as supervisor I just followed the orders of the manager and those above him. I learned they didn’t care about the employees and weren’t interested in changing their business model. High turnover, etc were just things they learned to live with.
My greatest achievement in my time as supervisor was giving references to those looking for other jobs. I always gave them the most glowing, positive reviews. It was always a happy occasion seeing somebody escape the call center life.