Although the position I'm in is very limiting to the ability of being away from the phones, you are given plenty of freedom to keep yourself focused and or entertained. Very repetitive chores, but still opportunities to grow and learn.
Managers and team leaders led without educating themselves about what their staffs' jobs entailed. Then, without benefit of that knowledge, make ridiculous changes that are unneeded and actually make the work situation worse. Most of the team leaders have absolutely no experience as managers. It seems to be a "who you know" rather than a "what you know" situation.