Well-paid for call center work, but beware.
Helpdesk specialist (Former Employee) – Montréal, QC – September 19, 2016
Go into this with your eyes open. The company won't expend managerial effort on a daily basis on tracking certain misbehaviours an employee may be engaging in, UNTIL AND IF they decide possible disciplinary action is needed for something that they ARE tracking. Then they go back over weeks or months, and look.
And then they ambush you, in the investigative meeting for the possible disciplinary action. "Look what you were doing, which we weren't actively tracking, but you were responsible for, although you had no direct way to tell you were misbehaving!"
You'll have a union rep there if you're onshore, but I found that I was paying union dues and really not getting bang for my bucks.
Also, the recent implementation of the Service 2.0 paradigm was very badly mismanaged. Externally, this is called TELUS Personal Representative. They moved too many customers onto it too quickly, every call takes more time with the new, badly unfinished tools involved in this model, and you still had to use all of the usual ones.
People were calling when it was 6:00 in the morning in BC and 7:00 in the morning in Alberta, because of horrible wait times at other times of day, and even then, THEY WERE STILL WAITING TO TALK TO AN AGENT. (I supported customers in those two provinces, while I was there).
Since my departure, I have been hearing from friends still there that the work environment has gone downhill. Agents are being pressured hard to be more productive.
As I said, if you start working for this company, have your eyes open.
Good pay, for call-center work
Unethical behaviours by management in some situations