. - Recensione dipendente - Operation support officer presso Recoveriescorp

Friendly staff. CommBank client is best

No proper training. Not flexible with leave.

- WFH 4-5 days a week after initial training period - 5pm finish, no exceptions (in my team). - Some team leaders that understand the company and dysfunction, as such - these team leaders (if they become your TL) change your experience drastically. - Starting to use technology and BI reporting, at the cost of burdening the data input from consultants using Microsoft forms. - Will hire you if you have a heartbeat. - Fortnightly pay cycle like clockwork

- Unbelievably low pay - Monotonous work, control C and control V are your besties - leading to wrist issues. - Training can be a coin flip, with trainers from clients being amazing, but 'in house' trainers lacking actual knowledge of appropriate systems and workflows. (I would be advising trainers on matters they should know about as a 2 month in employee). The knowledge base of trainers usually is inferior to someone who's more familiar with the systems capabilities. - Strict adherence to start/finish schedules. You're expected to be at your terminal and ready to hit the ground running at 9am. - Unrealistic KPIs for the work tickets issued. - Workflow has drastically changed in the last 3 months, reducing efficiency in an already sluggish procedure. - Non-existent or incorrect documentation, often not circulated when requested. I would have my own documents, charts, excel-workbooks and notes that would be more complete and up to date than the issued ones from trainers - Unclear definitions on policies governing how to deal with particular work tickets, where solution can differ drastically depending on team leader. - Team Leaders are stretched so thin, that you'll barely get any input from them with regards to personal development, KPIs or feedback from QA team on your work. You're meant to get a 1-on-1 every month, i only received 1 in my 5 months, and it was in my 2nd week. - Some team leaders egos may be quite inflated and favouritism occurs often and blatantly. - TLs are expected to do almost everything in the company to please the clients. - Knee-jerk reactions to clients change requests and issues - IF there are problems with workflows, procedures or otherwise, they are not often addressed at the core of the issue. Rather, they (management) often blame agents for these under 'lazy' or otherwise unskilled. - Because of the unclear policies, procedures and the lack of documentation overall across my particular client - there is no centralised source of truth to move forward, nor any documentation on on changes over time to keep track these changes. - Your work ticket type can change almost monthly, depending on if you're trained on them or not. Personally, i went through 3 different work types over 3 months as newer and more complex ticket types were rolled out. I didn't mind this as such, but it also means that it can be taken away just as quickly. - TOP-down tantrums when KPIs tank due to bad data, inability to action work types based on approved actions from client, or if clients expectations were not properly managed. - Becoming proficient and showing promise often leads to more work and responsibilities. You'll get paid the same as someone whom does the bare minimum. - Recognition of effort and leadership is non-existent, also leading to assignment of more work and responsibilities. - Moving within the company is encouraged, but happens at a glacier pace - often leading to roles being fulfilled by new comers because HR doesnt respond internally. - Access issues with client render a lot of agents helpless.