Pros: uh... on a bus route?
Cons: long hours, random schedules, no staff support, insane metrics.
A typical day at work:
Try to get logged in on time, hope that the computer can start up in under 10 minutes. Be constantly harassed and abused by customers with no way out as we are not allowed to disconnect (not even for death threats).
Short breaks that are watched like a hawk. No bathroom time allowed, can only be done on your break (which can be three hours or more apart). No time after calls to make notes or make sure a ticket is completed.
Constantly worried that the ticket system may not save all of the information and give you a ticket error (one ticket error can damage your shift bid severely).
Hours may be increased or lowered by 2+ hours with no warning from a day to day basis. Scheduling system is wrong nearly every day.
What you learned:
I learned that people who complain the loudest get the attention, and in order to advance at Sitel you need to be friends with management.
Where do I even start with this? The coaches are largely terrible and useless. They routinely avoid their jobs, refuse escalation calls, provide wrong information, and generally treat you like garbage.
The standard coaching style is STOP THIS OR WE'LL FIRE YOU! DO THIS OR WE'LL FIRE YOU! You get the idea.
They were great and the only thing that made this job sustainable.
However there were a few rotten apples who abuse the systems and skate on by... because they're friends of management. Favoritism is rife.
Hardest part of the job:
Dealing with the crushing incompetence of the outsourced work force constantly making our jobs harder. Couple that with mindless – more... peon management and you have a bad time.
The most enjoyable part of the job:
Seeing your friends.... That's it.
There are no incentives for doing well or exceeding. The only thing worth doing is the bare minimum required not to be screamed at.
The benefits here are terrible and the pay is barely above minimum wage.
Avoid at all costs unless you need a place to be for a couple of months – less