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NGA Human Resources
3.5 out of 5 stars.
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NGA Human Resources Careers and Employment

About the company

  • CEO
    Andy Monshaw
  • Founded
    1969
  • Company size
    5,001 to 10,000
  • Revenue
    $1bn to $5bn (CAD)
  • Industry
    Human Resources & Staffing

Jobs

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Information Design & Documentation

1 job

Salaries

Salary estimated from 27 employees, users, and past and present job advertisements on Indeed.

Rating overview

Rating is calculated based on 548 reviews and is evolving.
3.5020172.5620182.8920193.2520202.002021

Reviews

Human Resources Representative in St. John's, NL
on 27 August 2020
A great company to work for
Great atmosphere, amazing staff and management, decent amount of training provided. I really enjoyed working for NGA Human Resources and would go back.
Call Centre Agent in St. John's, NL
on 17 March 2021
It's very stagnant , you won't grow
Nothing grows in the comfort zone. If you're looking for growth it will not happen here. If you're a eager for success and development it will be very difficult to achieve.
Customer Service Representative in St. John's, NL
on 16 May 2020
Team leaders and staff are supportive
While working at NGA the environment was very fast past. But the team leaders where supportive and help you achieve you quality. The over all company was stressfull and you received a lot of verbal abuse from USA pensioner on the phone daily. They training program when you start is thorough and covers the material .
Customer Service Representative in St. John's, NL
on 15 March 2020
Very social environment, issues with mid-management arise early
When working for NGA it is not unlikely that you will be cross-trained to other departments, generally if you're being hired on for a phone agent position, then you are working in either the benefits department or the pension department. When you begin work you are stuck in a windowless classroom for 2-3 weeks, if you can make it through that then you are greeted to a very welcoming work environment with many of your co-workers and senior agents eager to assist you. Lets start with the good. Your senior agents are wonderful, they're very supportive whether it's the benefits senior agents or the pension senior agents. They are always going above and beyond to assist the floor agents and doing everything in their power. The work itself is challenging but very rewarding once it's learned. It's also rare to get an irate caller, though it will definitely happen just like in any call center. It's also a very social environment and very easy to make friends, everyone is eager to help one another from a floor agent perspective and it's very rare to run into any problems with other agents. Most everyone is working their hardest and will answer your questions without hesitation. Mid-level management (Team Leads, not Senior Agents) is very hit or miss, most of the team leads are friendly but you end up with supervisors who don't care enough or care way too much and will micromanage you. The best way to avoid issues with either is to meet quality for the month - which is another issue entirely. A pass for quality is 95%. This is outrageous. Most of the criteria you need to hit is 15 points and is VERY easy to miss. This means that if you miss anything thing, you now have a meeting with your team lead about exactly what it is you missed and this can lead to a very stressful work environment as a new agent or even a seasoned agent. Another issue with quality is that you take about 20-30 calls per day and get about 2 monitors back per week, meaning that if you fail just one quality monitor your score for the entire month is down the drain. If this happens it also means you forfeit your quarterly bonus. Sick time is very much frowned upon here. If you miss a day, they call this an "occurrence". If you take 2 days of sick time in a row, that's 2 occurrences. If you get too many "occurrences" then it can lead to a "CR", which is a measure of reprimanding you. If you go on a "CR", you cannot apply for any growth opportunities for a set amount of time. There are different levels to "CRs" as well, and they all stack. Meaning that if you go on a "CR-3" which lasts for 2 years, then after that 2 years you go to a "CR-2" which lasts for another 6 months, and then finally down to a "CR-1" which lasts for 3 months. This all adds up to almost 3 YEARS of not being able to move up through the company. Another outrageous system. Also, if you have more than 1 occurrence, you forfeit your quarterly bonus. The recognition system is easily one of the best parts of the job, being able to recognize fellow coworkers by sending them an "eThankYou" is very much welcomed and goes towards your quarterly bonus. You need at least 2 kudos or 2 eThankYous to qualify for your quarterly bonus and as long as your friendly and kind, it is very easy to achieve this. The salary is low and it is near impossible to get a raise. The only way to get a raise is to move into a senior agent position (that is valued at $1 more per hour than the floor agents, HA), or to move into an offline work position (same $1 more per hour). There are routes you can take but the effort that is required to get a raise compared to what the raise is - it's never worth it (generally it's 0.25 extra per hour). There are salaried positions in this job but they are few and far between, the benefit is if you can find yourself lucky enough to get hired for one you'll find yourself doing much less work than when you were even a floor agent! If you look around, sometimes you'll question what roles some people even play in that facility as they are constantly doing nothing. The hours depend on which department you are in, the benefits department has shifts from 9 to 5:30, 10 to 6:30, and 11 to 7:30. The pension department is 10 to 6:30.The facility is closed on Saturdays & Sundays, meaning you get every weekend off. If you book time off far enough in advance, you are usually able to get it off no issues. With all that being said, this is still the best call center job that exists on such a large scale in Newfoundland & Labrador that I have personally encountered. The social environment and the assistance from the senior agents make this job much easier to cope with, though you will find yourself under a microscope from mid-level management.
Human Resources CSR in St. John's, NL
on 15 March 2020
Job Review
It can be a very stressful job. Usually receive calls from rude people and not a nice environment. Most times I felt claustrophobic and extremely isolated.

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