Pros: good work location, good pay, good benefits
Cons: low job secuirty, stressful environment, toxic managers
The co-workers are pleasant, team leaders tend to behave like bullies, and management doesn't give care what you like. The culture is very cliquey. Some employees can't do anything right, some can do no – more... wrong. Typically the more people in your circle you have working there, the more you can get away with.
The pay is respectable, and benefits (once you've been there a number of months) are respectable. Hours tend to fluctuate from full time to part time (I had my days vary from 5 days a week down to 3 days a week). Emails are sent out, for employees to apply for additional hours, but are not a guarantee.
Job security is virtually non-existent, with employees contracts being renewed on an ongoing basis. Your contract renewal if you are out of favour, will be dangled over your head. This can be very stressful.
Training is decent, but I found myself in hot water for doing exactly what my training instructors told me to do. The standards seem to be anything but standard. Again, this is all depending on if you are "in" or "out" seems to make a big difference.
You pay for your own parking at the Calgary International Airport location it's $40.00/month for the "green" lot which is a pretty hefty walk if you follow the route your're SUPPOSED TO (not jay walking across airport trail) or if there is construction preventing you from jay walking across airport trail. Parking closer will cost you $120.00/month. Noteworthy here is that your employee i.d. will land you 10% off at the airport vendors, by the way.
Your day will start with clocking in and end with clocking out via your telephone. Every time you clock in and out (breaks, washrooms, etc.) is meticulously detailed and will be reviewed with you by team leaders who spend a good deal of their time chatting with other team leaders or their team members that are in their favour. I've seen team leaders have chat sessions of 30 minutes or longer, while you are constantly answering telephone calls from tax payers.
Your performance will be measured by listening sessions, of which there are two kinds. One involves a coworker listening on another headset, making notes of how you answer enquiries. Another involves a team leader listening without a headset, taking notes as you handle calls. The former is for quality measuring and the latter is for coaching, but both will directly impact your job security. These can be stressful. Often listeners are conditioned to find at least one fault with every call. If fall out of favour, you'll find yourself in an endless cycle of listening sessions, with increasing faults found in your.
Advancement means answering a wider variety of calls, and is handed out based on who is in and who is out. I've seen good agents get passed over for advancement, while incompetent ones are constantly given training and off phone activities.
The environment is fast paced and high conflict, I have been called every name in the book, it's not for thin skin. The pay is up and down, and the job security adds to the stress. Your union is good, but identify too closely with them, and you might find your team leader taking it as an insult to their authority. – less