Team Leaders are incompetent and generally know less than the employees they manage but you can never correct or inform them of anything unless you want to be disciplined. They are all either external hires or people who've been with the company so long I guess they finally took pity on them.
During training you will hear constantly "This isn't a call centre! We care about you! Promotions will be yours!" These are lies and they want you to sip the kool-aid so you suck up to upper management during your entire time there. Of all the promised promotions, only a handful of Quality Assurance jobs come up, half of which you won't qualify for no matter how good a CSE you are because they will be for specific languages. You'll commonly hear the phrase "We are creating new positions which you can apply for soon, we don't know what these look like yet but you will all be eligible". Absolute hogwash. TL positions will go to external hires. They want the CSEs to remain in their inferior positions,handling the crappy end of the business while HR, partner services and even the receptionists are treated like royalty compared to you (and are the only people who get to go to Amsterdam so don't even get your hopes up).. CSEs mean NOTHING to this company.
The only way you have any chance of promotion is if you spend all your shift (whilst taking calls constantly) praising the company on Workplace (work Facebook) and posting inspirational quotes there daily. Sucking up is the real ethos here. Any slight hint of criticism or unhappiness in your work will result in you getting a warning or being told you're not a team player.
They claim to not care about metrics during training but wait til you get on the floor and all you see is whiteboards around you with KPIs and numbers everywhere..
You will only get 10 minutes a day to use the waashroom. Every minute is monitored.
Don't expect to get praised for doing a good job, a customer could write you a glowing review about how you saved their life and the TL will barely mention it in your 1-on-1.
Its all about favouritism here. People with awful attendance, poor attitude and average metrics will get CSE of the Quarter and other such NONSENSE rewards because their TL has the hots for them or they are buddies outside work.
CS Managers will offset their work onto CSE "focus groups" to research things like improving customer service for certain languages and countries and expect you to do this during your normal work time on top of everything else with no extra pay.
My particular TL took no leadership whatsoever, just passed the buck to team members to actually plan outings and events. Wouldn't even get involved in celebrating birthdays for team members. Basically had to beg him to spend team's quarterly budget.
The website and procedures are changing CONSTANTLY and there is a real lack of communication on these changes. You are expected to sit on Workplace all day every day to catch the updates and too bad if you don't.
Adherence is monitored strictly. You're nothing but a number to them. They hire overqualified people and then treat them like dirt. Don't waste your time here, its nothing but another call centre.
The calls can be extremely stressful and you must take the abuse without any form of respite. You can never hang up, even if racial or homophobic slurs are used by the caller. Escalating a call to a senior staff member or TL is frowned upon and recorded every time. For someone with anxiety, this job ruined my mental health so much so that I quit. There was no support in handling stressful calls or building confidence and negotiation skills.
Every single call is recorded.
