Pros
Work from home Performance-based bonus Really lovely team Good career opportunities for her right colleague (if you fit their criteria)
Cons
Inadequate training - From when I started, the two employees that were supposed to train me left within the first two weeks (which is fine), however, I was left abandoned and was constantly playing catch up with the team. How do you expect Employees to start taking calls on a platform where it was only shown to us once on a zoom call for 30 minutes (if that?) And another I wasn't shown at all. The expectation is to take x amount of cases a day but how can I assign cases to myself that I have no familiarity with? Lack of discernment and lack of support meant it was very difficult to manage my workload. I should also mention that the initial training was REDUCED to get new Employees on the phones as soon as possible. There simply is not enough time in the day to manage your workload with little support, and then when you make a mistake or are 'behind' they berate you for it. Ridiculous KPI's - There was an expectation to close at least 60% of your cases with attachments from the knowledge base, however, if the answer had been demonstrated without the need to attach anything, or by providing screenshots, this wouldn't be reflected in the attached cases (even if the customer feedback was 100%). Lack of Support from Management - If you had a question that needed answering, these could be flagged on the daily zoom calls. However, often questions are met with a long pause, and at times, you would just have to "figure it out", by testing or by asking other colleagues. A pass the buck culture indeed. It was especially difficult for UK colleagues, who has little to no support but are expected to achieve the same targets as their US colleagues.
