Culture
Poor Management
No Room to Grow
Lack of Transparency
Once upon a time this company was amazing. They cared a deep amount for those they hired and put a lot of effort into training and keeping agent's happy. They knew happy agent's meant happy customer's. As the years moved on the company has lost sight of that and become just like every other call center.
You will be told you are an adult yet micromanaged at every turn. You will quickly notice that same micromanaging isn't there if you are struggling, you will not get the help you need and instead you will be told to "figure it out". Alternatively, you will be sent to a senior for guidance, but with an already heavy plate there's only so much they can do.
Supervisor's are already spread thin and no time to assist or educate agent's when they are struggling. QA falls on their shoulder's when it should be the job of the manager's of each agent.
The training period is no longer taught by educated training professionals, instead they let those individual's go, and that role also fall's upon the supervisor's shoulders. Those of which, depending on the office you work in, would be best of not teaching new hires as they themselves are not caught up on all relevant information. Not only that, training has been cut time and time again, leaving new hire's with large gaps in knowledge and no help from management to bridge those gaps.
Be warned, if you want to move up anywhere in the company you must work in the Toronto office. The difference in the treatment of those in Toronto and those in St. Catharines is very noticeable. You're better off working in Toronto as they get a larger starting wage than those in St. Catharines despite doing the same job.
There is a constant need for new agent's but instead management keeps letting people go without hiring any one to replace them.
Manager's seem to do nothing.. I honestly don't know what the manager's do besides listen to employee complaint's yet do not fix the issues. Everything you'd expect a manager to do is taken up by the supervisor's.
At the end of the day, the job pays well for the area. But do not believe these positive reviews. Under the new management there have been many occasion's where us agents are asked to fill out positive reviews just before people are let go to keep scores up. If you are okay with a job just being a paycheck and do not wish it to be anything more you will do well, but take note that you should trust no one. Everyone is out for themselves and constantly worried about their job security here, so people will not hesitate to throw you under a bus.
The company seems to live through past glories, leaving much to be desired when it comes to positive employee morale.
