NORDIA MONTREAL

They simply do not care about their employees, their personal needs and preferences even if they ask you for them, they just don't care and do want they want. They don't bother giving you a schedule in advance and you have to ask on the Friday upon leaving work what is your schedule for the following week. they require of their employee to advise of any absence in advance but just don't bother adjusting your schedule accordingly. They think that by adding a Pool Table, a Baby Foot table in the lunch room makes them a cool company. They announce a shift rotation (got stuck to do 2pm to 11pm for 6 weeks in a row), offering a parking at a lower cost (never happened), asks you to enter your schedule preference in a scheduling system but this is never looked in and taken in account, tell you you can do shift trading but they never accept the trade under the pretext that the trading partner is not on the same "level" as you.... all this while assuring you with a smile that it will all be fixed shortly... their agent's support is totally absent, you end up aswking your colleagues what process should be followed but you get (most of the time) misdirectedbecause nobody knows what to do....

Typical day at work for a bilingual person is crazy intense from start to end of shifts...
I learned how to create service tickets to help people.
It is not badly managed, it's just... There's not much supervisors on the floor to coach us if in need...
the hardest part of the job is handling angry customers who call repeatedly for the same issue and the issue doesn't get solved because the other agents keep transfering the customers to the wrong departments...
The most enjoyable part of the job is when a customer says you've been of great help and they praise you :)

Overall a good job. Sometimes keeping up with the KPI expectations can be a bit challenging and stressful.
Supervisors can be condescending at times. They need to be more helpful.
The AHT needs to be increased and the Ivr score should be removed. 

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