Pros
There are good people working hard for their families and fighting their own battles to better working conditions. I will never forget them and forever be thankful for their contributions to the company and overall morale. Knowledgeable people who run operations, who pave the way for excellence and lead by example. There is a place for kindness and professionalism in the corporate world. A reason to do something and a reason to be better. I do what I do here is because of them. In the business we’re in, Trust & Safety, we take care of our communities in GLOBAL PLATFORMS to keep them safe for use. There has to be some kind of heart and empathy in what we do and there is plenty to go around but not enough for me to ask the people to work for this company, at this time. Nobody listens to the small guy here because they simply don't care.
Cons
This place is a show alright. I’ve never seen an organization run by a more incompetent operation manager(s) FLM(s) or whatever fancy appointments you all come up with. Not forgetting their minions hiding in the corner of the walls. I don’t even know where to start. In a company where agents are constantly vetted based on their accuracy and average handling times and are accountable for their work, what about upper management? Their jobs are to take care of the people they manage but they are NEVER accountable nor transparent for their quality of work. May I suggest CAP for yourselves? POOR RESOURCE MANAGEMENT 1. Schedule for the next month will only be released a few days prior. Holidays? Forget it, planned leaves? Better off with MCs. Too many MCs? Three words, Corrective Action Plan. 2. Even if you had planned your leaves, you’ll be at the mercy of approval. When they aren’t approved and you have to run your errands/go for your well needed break, you’ll be forced to take MC. Too many MCs? Refer to point number 1. 3. Management hardly engage fellow agents, leave it to AMBER, a computerized feedback system where you are told that it’s confidential but really it’s not. you can’t even be truthful about how you feel and even be questioned for low scores. 4. Self improvement portal which is Genome. Forced down the throats of agents just for the sake of “self development” Known for things like Lean six sigma, resource management, taking care of employees. Management do NOT practice any of these things taught in Genome. 5. Plenty of wasted movements/meetings, things that can be said in emails but instead performed in town halls. For example. A cohort of about 200 employees in a cramped meeting room to talk about “social distancing” “taking care of health during pandemic” Come on man. Literally read the room. 6. Recent retrenchment, May 2023, Poor renumeration. Even laid off pregnant agents. Many agents felt that their jobs were not secure, many un-retrenched agents tendered within that month itself. When management found out they were losing manpower few days before retrenchment date, called up retrenched agents whether they wanted to stay(renumeration off the table)and given them 1hr to decide. Not surprisingly or conveniently, one of the FLM is on leave or not around in this time. I personally saw a lot of stress coming from hard working people with families to feed. Who is going to be accountable for all the distress that they have caused? Please deal with your incompetence. POOR BENEFITS & RECOGNITION 1. No mid year/year end bonus, for the majority. Some workflows may have but only for select few who perform. 2. You are a number. A statistic. Deal with it. Or quit. 3. Have “Monthy Champs” recognition but typically no monetary prizes given. 4. Low pay amongst similar industries. 5. Low yearly pay increments. 6. Large pay gaps between employees under the same pay grade. 7. No pay review, even for well performing agents. 8. No pay increase for at least 6 months when promoted. 9. Have VIC(variable increment bonus, about 300/month for well performing agents) but with the large pay gap. I.e an agent being paid 2600 vs an agent being paid 3000 for the same position, there is no incentive for one or the other to perform better. For example an agent works hard earn extra 300 only end up with 2900 and the person work 3000 don’t have to work as hard to already get what they need. 10. What do you really do, dear FLM(s), other than barking orders disrespectfully, telling people to keep their phones, asking for accuracy reports, looking at how many unplanned leaves/breaks an agent takes. You don’t solve problems. You aggravate them. You don’t understand the issues and plights of your agents. Agents are forced to comply to unrealistic rules, accuracy and average handling times. These are the same agents that give you RESULTS that you and your company unrealistically PROMISED to YOUR CLIENTS. FEAR MONGERING AND CROWD CONTROL 1. No phones on the production floor. Fair rule. We are dealing with personal data and explicit material BUT it only applies for agents, not for management(SMEs and above). Isn’t this also an avenue for data to be mishandled as well? Why not ALL phones off the floor? You are not immune to data leaks nor privacy concerns. What is the point of having privacy and data literacy training then? This is just a form of mindless/baseless control so that you can assert your dominance on us. 2. Favoritism runs rampant creating a very toxic environment. People getting away with many things if you can get along well with management. 3. HR protect the company, not its employees. Don’t bother asking for assistance. Pay review? Dream on. Complaints regarding higher management? Laughed off. I’ve heard from victims, for a lack of a better word that cases are swept under the rug. Your agents are your assets. Not your cold, KPI-hungry bosses.
