Immature senior management team:
The C levels here are extremely closed and traditional minded. They refused to find pain points that affected the entire team but focuses more on getting more done from the team which in turns causes burn out. Quantity over quality seems to be the mantra as CET (cust experience team) workload was increasingly added to a point where it becomes blurry what your initial job scope was when you first joined in.
Refuse to accept criticism/feedbacks
The COO proactively ask for a feedback when there was a pay cut but when feedbacks comes gushing in, all these were publicly deflected to the head of department instead which was pretty sad to be honest. If you have a childish outlook on negative feedbacks, don't proactively ask/seeks for it on the same email blast you used to announce a bad news. Use a more fitting wording like "kiss my behind and let me feel awesome, otherwise go fy"
Transparency:
THIS DO NOT EXIST HERE. So do not expect transparency. Pay cut are not called as what it was, a pay cut. Rather it was referred to as a revamp on "reward structure". If so, what was in place to replace it, how it will help morale-wise, how do you prevent attrition and how would you motivate the already burnt out staffs? Of course none of these were ever answered and the promise of "introducing a new reward system by end of Q1" never comes to fruition. So again. Never trust whatever this company tell you. If you are reading this as a potential new comer, TURN AROUND. There are tons of better company out there that offers stability and WILL value you more.
Workload and worklife balance:
To touch on my first and initial point, workload has steadily increased over the past 2 years or so, and it was unrealistic. On top of the agents initial jobscope, they added tasks from other departments as well, one of it being KYC Verification. The reasoning that was quoted was because "the department not doing enough jobs" i wish i can insert a meme here. Unfortunately, the data that they use to determine this was purely "assumption". Actual tasks touchpoints were never even looked at and proper analysis were never done to understand how the team is doing in terms of tasks. When the agents raised this, the answer was "we can change jobscopes at any time", sadly they are not able to answer "how about job contract? Can you change that any time as well?" So lets take a page out of their book and operate based on assumption as well, lets ASSUMED that they can they definitely will change your contract without your consent.
There are tons of other things that I did not mention here in fear of this review getting removed for breaching guidelines, that's what these ppl will abuse to try to get reviews removed.
In conclusion, STAY AWAY, VERY FAR AWAY. Including myself, several has already left BECAUSE of these reasons above. Consider yourself warned.
