Pros
The salary is competitive compared to other places
Cons
Where to start? There is bullying in the multi channel team. Just some examples, one person said that they hope another “suffers and dies” because they dislike them (for no other reason other than that they are a manager and earn like triple their salary). Another thing was that they laughed and said someone had autism for doing a Rubik’s cube while waiting for an inbound phone call. Again, they never speak to this person as they’re in another department and don’t know them personally so have no reason to dislike them so much. I raised this with management, who did absolutely NOTHING other than change the seating plan, only because the SLA is bad, so all in all they only got a slap on the wrist. Clearly they’re more bothered about their SLA than about the fact that there is literal bullying and discrimination in the department. Then, a new alarm system was rolled out not long ago called moonshot. They started installing this before ANY of us had any training, so most of the time we weren’t actually able to properly help customers. Now product training has been given but no troubleshooting training has been given, only some power points which no one has any time to go through while on a call with a customer because it takes so long to go through it and the customers get impatient very quick. Payroll also mess up often, my friends pay check has been wrong for the third time in a month now, and I wasn’t paid my last salary, having to wait longer for it to get sorted. Call queues are also manic, back to back calls all day long, because the staff turnover is so high due to above mentioned factors so that nowhere near enough people are actually in to get the call queues down. Customers then are accordingly annoyed when they get through as they pay a monthly fee, which then causes more stress on you when you try and diffuse their anger as they never understand that it’s as frustrating for you as it is for them. Progression is also only given to those that suck up to the managers, those who are hard workers but not as close to the managers also struggle with getting progression.