Pros
Upward mobility ...after 6-18 months though.
Cons
I worked at the CCC, and like all call centre jobs, it’s difficult, and emotionally and physically strenuous. They assign teams depending on your hours. I was supposed to be with one manager, but ended up being manager-less for about 3 months into employment due to some mixup with management. But it didn’t matter so much to me because I loved working at Scotiabank and would come early and stay late just to learn more! Then, when I got my manager, everything changed. She was the worst. She had this god-complex – an “I’m better than you” persona – and was extremely manipulative. She picked favourites, and didn’t bother connecting with you if you weren’t her favourite. She didn’t bother teaching you, but would sit there silently judging you. Moreover, my hours of work conflicted greatly with hers and the rest of the team’s, so naturally I wasn’t apart of any team meetings. I was kept out of the loop. There wasn’t any support and her advice conflicted with other managers’ advice, which she ended up overriding. For example, (since our schedules didn’t match up, this happened often) if CCC needed to make a correction on a cx’s account for an amount greater than $150, a manager has to approve it. One manager told me to submit a ticket and assured me it will get approved l to ensure the cx is happy, but once my manager came into work the next day, she immediately declined it saying this is a branch matter, and the branch manager responded back saying this is a CCC role. The branch was right and my manager was wrong; but she still wouldn’t approve the request to rightfully refund. (Note: if you work at a CCC, be prepared to go back and forth with branch representatives on what is a branch-only request and CCC-only request.) This issue ultimately led to two things 1) me to calling back the cx with the bad news, and putting a bad impression on Scotiabank all because of my managers unwillingness to budge and 2) put a bad impression on Scotiabank from an employer/employee relationship standpoint. Finally, along with being kept out of the loop, not feeling like a team, facing extreme levels of stress on your own, poor management, a constant back-and-forth with branches, be prepared for strict policies (eg. can’t keep cx on hold for more than 2mins, and how that will affect your bonus), poor wages ($17.77/hr is not enough to deal with this!), poor benefits, no unionization, disorganized envioronment, but also a stressful environment going against HR policies. For instance, I got in trouble by that same manager for using the washroom for 3-4 minutes. It was embarrassing that I had to break it down for her that getting up and walking to the washroom from my desk took 1 minute, finding a clean stall and using the washroom in a hurry took 2 minutes, washing hands took 30 seconds, and running back to my seat took another 45seconds-1 minute. She did not care. This poor-excuse-of-a-manager only cares about the numbers and NOT the people. If you’re supposed to be on the phone for 8hrs a day, then that’s it. No time for drinking water or going to the washroom. She overworked me, took advantage, and was extremely manipulative (even if you have 5 sick days, you better bring a doctors note! Even if you have something as simple as a fever/cold and don’t usually go to the doc’s for that). She was a bully. And she was the reason I faked an excuse and quit a few days before completing my 6 month probation. She made an already-stressful job unbearable.