Aimia

A typical day would include dialing out at least 200 numbers for the entire duration of the 6 hour shift. There was one 30 minute break that changed on a day to day basis. The work week was Monday to Saturday.

What I learned other then the fact that customers loathed the idea of switching credit cards over the phone was how the management liked to fool itself into thinking the task was easy.

We had a team of 20 people whose objective was to get at least one person to "upgrade" per day. If you do the math, 20 people dialing 200 numbers each to just get one person per agent to switch means a less then 1% success rate. That meant that agents (and management) focused on "success through number of calls" rather then "success by quality of calls." This pitted agent against agent creating a toxic environment where you would not be sure if you would still have a job the next evening. 

Management was often confused and provided the wrong information. If there was a mistake made, it was on the agents head rather then the managers. The correct information was then circulated to the rest of the team after the fact. 

Furthermore, management had a knack of keeping the employees who did barely anything and lied to clients in order to get more upgrades allowing them to keep their jobs. Meanwhile the employees who worked hard on customer loyalty, quality and truth got fired if there is a issue with budgeting or internal office issues.

Co-workers in the same team who got lucky with upgrades tried to help those who weren't by telling them how they got people to switch. But at the end of the day, everyone besides the management knew it was all up to luck. Those co-workers outside the team were often confused as to what our team did which resulted in many false claims of shift abandonment and unauthorized breaks.

The hardest part of the job was to tell yourself to come back the next day. The lack of trust between co-workers and management combined with the verbal abuse of those whose numbers agents dialed created a toxic work environment.

I can not think of a single time I enjoyed any part of the job. It was the literal definition of a "dead-end job." There was no prospect of moving up, and job security was non existent.

Call Centre, inbound calls catering to high profile customer care.
Account services, Loyalty redemptions for merchandise or cash conversion.
Tracking lost shipments
Follow up with clients
Problem resolutions
Communication with our support team

I worked with a team of 30 dedicated, hard working colleagues, all focused on the same end result. ...making sure the customer was happy. Our supervisors were amazing, and supportive, and assisted with any escalations.We were empowered to complete all transactions.
The best day was one where the quotas were met, customers were happy, and we all had a smile on our face.
We were all fully trained, and were able to service up to 6 accounts, all with different requirements. At first challenging, but soon became a daily routine.

I worked there for a year mainly to pay the bills. I ended up finding the travel industry awesome but would not recommend working here long term. 

Management are swamped with work barely have time to properly train plus coach you to be a better agent. Thus, it will fall on you to become a proficient agent.

While you can get your OPC and TiCO certification, it is quite challenging to balance work and life especially if you have children.

I will also mention, certain agents got special treatment which was annoying to most people on the floor.

In closing, good way to get your foot into the travel industry and then proceed into finding a way better opportunity.

- good pay and bonus is rich compared to more established companies
- very flexible work environment, option to work from home when needed

- a lot of broken processes from a campaign production /fulfillment pov that are often never fixed... instead they are shoved aside or covered up
- terrible data environment / infrastructure support
- level of analytics is not very sophisticated as most of the advanced work is outsourced 

- culture is very toxic... too many "leaders" with too many points of view. 
- too many Managers/Sr. Managers with 1 direct report... broken org structure.. might have been the case of promoting too many people in a short amount of time
- with Air Canada breaking ties, this is a sinking ship

I have been working for Aimia for the last 4 years and the best thing I could say about that company is that they always tried to accomodate me so I could go to school and the insurance benefits are great. However, I wasn't always happy about the overall management team and would find myself often frustrated because they would make me feel like I don't matter and that I am just a number. The shifts can start anywhere between 7 am to 12 am and it's not easy for people with families. The offices are nice, you can get commisions on top of your pay and it's pretty easy to get the extra money. Because of the high turnover rate, we often don't have enough agents to asnwer calls so it can be pretty stressful sometimes.

Typical day at work is assisting customers who call in to cancel the service, give them the features and benefits and let them know how the service helps them build up there credit rating and protects them from identity theft.
The job demands detail to attention, courtious and quick service keeping in mind the service and qaulity levels expected and meeting daily targets to achieve the overall retention goal.
Supervisor and co workers are always available to help you.
The best part is since the servic is associated to a persons financial standing its always a new learning every call one handles.

I worked a few years as a developer in the creative department for Carlson Marketing right after it was acquired by Groupe Aeroplan. It was a fun place to work most of the time. Communication between departments was very poor so projects required tons of middle management and meetings.

Workplace culture was great. Fancy galas and company parties. Crazy discounts on open-box warehouse merch.

The hardest part of the job was having to deal with a different IT developer for each project. Teams were really mixed up a lot so communication was often very bad. We had some great project managers though.

This was by far one of the best companies I've worked with. They do their best to have a fair and open process. The work is interesting, management backs employees. Everybody has good intentions and though they may disagree with how to do things, the intention is to create be something great. Like all work places there is room for improvement, but overall, if you have worked out in the world (especially private companies), this is n amazing place to work! I have great co-workers. a great boss, a good work family life balance. It is well beyond the ordinary (and I really mean it - I've been out there and I've seen the good the bad and the ugly - AIMIA is "the good")

The working culture is very different. Higher management does not interact with employees. They won't say hello and sometimes you'd hear employees being yelled at in a meeting room.

There is no job security and satisfaction. Loyal employees are being walked out especially the ones who really know their job. If you can brownnose, you'd be sure to make it to the end.

Management quickly passes blame for mistakes and it's all about politics. The only enjoyable part is the people you have built a relationship with. 

There is no transparency from management.

We base our culture on a few simple but powerful values which shape every aspect of the way we do business. These can be summed up by PASSION.I had a great 5 years there. Also we have seized and enjoyed every moment with a full balanced life and help us grow our professional and personal development.I have had the opportunity to be cross-trained in a number of areas.

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