Don't get fooled - Recensione dipendente - Assistant Team Leader presso Internet Traffic Solutions Management

Leadership, including HR (Specially HR) and head office, seems disconnected from the realities of the contact center. Many decision-makers come from the same background but appear to have forgotten the day-to-day challenges of the role. They all don't have any qualification and come from the contact center, which I believe is one of the reason why they are so bad at their role, The only thing that they are good at is taking advantage of people, just so they can get a huge christmas bonus (35k for HR instead of max 6K for Team leader position). Break management is poorly structured, often leaving little room for flexibility or genuine recovery during a shift. Sick leave policy is overly strict requiring a medical certificate even for one day off, which adds unnecessary stress when you're already unwell. They give away health incentives if you go to work every day for a quarter, which can feel discriminatory, especially for employees with chronic illnesses (e.g., Crohn's disease) who are penalized for unavoidable absences. Decision-making always feels top-down, with little input from the people actually doing the job. Top being totally out of touch, in a total power trip. They have no clue how to handle the CC anymore and think that because they had to handle calls back in the day, now it's easier (we are only handling live-chat and emails). They do not take into consideration how easy it is for a client to be agressive through a computer, how the market has change compared to when they started. Feels like all they do is grabbing money, When an issue raise, they will simply give a communication to TL which are already overwhelmed and think their jobs are done. Overall, there’s a sense of power imbalance and lack of empathy from upper management. Well the list goes on and on upon all the cons I could provide but I feel like it's already enough.