Cons: most other things
I worked at the call centre in Calgary for the mobility dept. I had started 3 yrs ago and quit near the end of last year. When I started the training was excellent as well as paid which is a plus because it is quite long. The one issue is that they don't train you on what to do when policies suddenly change which affects clients and more so those who have been clients for a long time and expect a certain way things are done. Policies for example which were the types of things you were trained on in the first place. This causes a lot of dissatisfaction and drives a lot of calls which in turn makes the job quite stressful as you will have no control and gain limited mastery while retaining some, but not all by any means, very angry/demanding clients.
A second problem, which is most likely part of any large company, is that each dept. working with each other had no idea what the other can do or is able to do...compounded by policy changes again. It's almost like the analogy of the right hand not knowing what the left hand is doing. In the job however it is more like an octopus and each of the eight had no idea what the other was doing, or was willing, to do. This caused animosity between depts. and to some extent within our own which caused further but unneeded work stress.
The pay and benefits were quite good but I was full-time so unsure if part-time is quite so compensated. The pay/benefits were the best part of the job so take that as you will.
Work life balance is illusory in a call centre as shift work is the norm and Telus is no different. Start times – more... could range from 9am-1pm with end times ranging from 5pm-9om. The schedule is rotational and you will generally have no say as to when is the best times for you personally. If you're a parent and need evenings off, you may work until 9 pm some weeks because you will have no say and asked to find a shift trade on your own. It is best to consider this. Days off are not always together and could be mid-week, weekend, part weekend part mid-week etc. Again, not good for families or single parents I would imagine or people juggling 2 jobs.
Team managers were hit and miss personally as with all jobs but all are generally supportive, professional and never demanding or confrontational. Management above them however was more top down and basically said what was expected and employees are expected to do it. Call targets are determined mainly by the previous month's profits I think but we were never really told and always kept in the dark as to why certain things changed. If it's not in your pay grade don't look for answers.
Stats were not too difficult to meet most months but at times due to the constantly changing direction management decided to take almost every month 'coaching' is weekly and seemed almost scripted from a 'How To Manage People for Dummies' book.
Overall, like I stated, good pay but was far too stressful, schedule is rigid and take it or leave it, atmosphere is youthful but disengaged and upper management's view of cost/benefit in terms of pricing is lost in terms of their tenured clients expectations in my opinion. A good job for students but little advancement opportunity unless you want more work for the same pay and more stress. And despite what other reviews may imply in other depts..lateral promotions out of the call centre are not generally offered from what I saw. – less