Pros
Great HR team to support you as a TL. Higher team salary compared to some other call centres in the area. However not nearly enough for the actual work you must do. Your mental state will suffer and the salary is not enough to make you stay. The team including agents, WF analysts, quality analysts, trainers, coaches are all lovely and the only thing that makes the place bearable. However from GL and above, orders are barked and you are required to listen.
Cons
The operations manager who was my boss initially did not have a catch up with me for 4 whole months after I started. He only approached me to for instructions and there was no effort for an interpersonal relationship or care for my wellbeing. The group leader called me on my scheduled day off to ask why I was not in. Note that a few weeks ago she had scheduled the rota herself. This is something you simply do not do in the U.K, however the place is really run by Shanghai. Daily you are struggling to communicate with the Chinese teams and you are expected to google translate and not the other way around. Your Asian colleagues will be contacting you with messages that you will have to decipher and also the internal systems are designed with Chinese in mind, translations are very poor and hinder your work daily. The processes are incredibly complex and you can not take ownership to resolve escalations before Shanghai gives the okay. As a TL you are expected to stay late for unpaid overtime and if you ask for the time back they get funny about it. Basically noone goes home, agent or TL if there is customer complaint which is ongoing. As a TL you are expected to do everything which is part of the Chinese mentality. If you decide to take the plunge you will see practices that simply do not exist in the U.K including their business strategy, so I don't believe they will ever compete to Booking.com or anyone else in Europe.
