Pros
Good payment rate for weekends shifts , Nice office and location ,
Cons
There is a huge lack of support from the management team towards the agents , - The London office is controlled by sort of troupes ( internal position are given to specific people , there is a huge discrimination hidden within the office , - There is a huge pressure on the agents on stats compared to the team leaders , the agents are required to stick to their targets weekly ,hourly and quarterly - There is huge lack of internal recruitment and there is no appreciations for high performance from the management team - The in one year period there was a huge number of resignations from top management team , which affect the atmosphere of the work environment - Agents are not able to take holidays only for specific time , however for the team leaders and management there is more flexibility , - Overtime is related to your kpi and based on the approval of the team leader which is not the case in the other offices , this is totally discrimination towards agents working in London office - there is unfair way of distributing the shift pattern of calls and emails for the agents , which cause huge pressure on the agents and the opposite on others , being on phone all day or working on emails all day is not the same at all . - Some team leaders are so unprofessional , there is not communication or leadership skills to see team leader jumping and running around like a child , there is not strict rules for the TL around the office or their schedules , some TL skip their meetings one to one to have some rest ,and some are not bothering to deal with their agents or their issues . - The system used to calculate the performance of the agents is not accurate and make huge pressure on the agents accordingly , - All CSMs cares about is the stats and reaching the targets of the contacts due to the pressure from the head office -Lack of training and professional from the outsourcing agents used by the company to cover the peak season busy time. which causes more work to the agents instead of helping reducing the backlog . - There is no appreciation of the experienced agents or their feedback towards the procedures and the work guidelines
