Seriously, overall was good !The good things1. The salary basic range should be 3k-3.5k depend on the experience but the allowance part is seriously not bad. After total up shift, language (mandarin) and transport, amount should higher than market. Haven't added the KPI yet.
2. Manager and colleague are very supportive. Most of them are kind and helpful, most important they are patient to enlighting you on how to handle the call and also the process. I would say I really enjoy the time being with them.
3. Management level actually quite humble, they willing to listen what your thought and challenge, if possible give gave their hand. What I wanna point out is their willing to LISTEN.
4. The regulated company, everything follows SOP.
5. Leave approval comes with speed!
The challenges1. Bonus and increment a bit low due to Covid-19 I think.
2. Company should provide more workshops and online courses to enhance their soft skill but not only let us answer the call only.
3. The relationship between superior and agent is really complicated.
4. WFM (who arrange agent working shift) is not yet mature, this weeks morning another week go to night shift, really a headache. But this does not often happen, usually, this arrangement is for staff who need to attend traning. Then the training will be extended if there's a high call volume. bad.
5. KPI is more difficult and difficult to hit.