customer service representative

software engineer

sales associate

manager

technical support

Rogers Communications

I got the job because I needed a job. It was the worst mistake of my life. The schedule ruined all my friendships and the stress from the job ruined my psyche so now I am a burned out wreck with nothing left and struggling to rebuild my life.

First of all, the empty promises. They tell you about the history of the company and they make it sound like they hire internally. They tell you there is room for advancement. They tell you that you will get raises. These are all blatant lies. They hire mostly from the outside for any position. The only person I know who got promoted to management worked there for 15 years and let's just say they are in very poor health probably from 15 years of stress and sitting all day. The raises are based on performance. But if you do the job correctly, and don't cut corners, it's impossible to meet the targets. If you do cut corners, the stress of getting caught and losing your job creeps up on you. You just can't win.

The training I got was terrible. Not only was it misrepresenting what the job would be like, it was also abusive. I mean literally abusive. It was demeaning. Everything you do wrong is thrown back at you. Even if it was advice the trainers themselves gave you that caused the problem. 

I also had a moment that could be classified as a metoo moment. And ongoing passive aggressive behavior because I turned down the advance. But that was from a manager as well. Blah.

The people who do get ahead in this environment are pretty much all psychopathic or narcissistic. Hence the management you immediately answer to care more about their own numbers than about actually helping you. So if you have a phone call with an abusive customer making unreasonable demands but who won't hang up or agree to end the call you are just going to be stuck listening to them abuse you. And guess what, you are not allowed to hang up on abusive callers. Management is supposed to take over the call when that happens but as stated above, they won't bother.

Micromanagement. They require you to get approval for everything you do, even if it follows the policy. So if Rogers messed up and overcharged someone $500 because of a technical error, for example a code on their account enabling long distance calls being deleted, you have to get approval to apply the credit. But the managers get rated on how many credits they allow so they probably won't approve it even if the policy says so and it will be on you later when they review the call and see you didn't follow the policy.

The systems are needlessly complicated. Even updating a customers email address can sometimes require entering it in 3 different systems. You will have about 13 different programs to use (not all at the same time) and they are all outdated or have numerous issues woth functioning.

Inconsistency. The goals and metrics continually change. This upsets the customers and causes headaches for the reps. Bad last quarter? Throw money at every problem until it goes away. Then the new fiscal year starts and you're stingy and can't even credit $5 without it counting against you. Since the targets they use to measure your performance constantly change, it's hard to adapt. You spend two months learning how to make the numbers work in practice - and it's not easy - and then they chsnge the goals because of new priorities. One month they mostly care about new sales. Next thing you know the priorities change and the following month they are just worried about how many calls you transfer to other departments.

Conflicting goals and targets. They want you to sell or try to sell on every call. Even if the customer calls in crying about how broke they are. But they also count it against you personally if the customer gives Rogers a bad review. So the customer can fill out a survey and say "I liked the rep I talked to, but I still hate Rogers" and that counts against YOU. They want your average calls to run under 10 minutes but you sometimes have to solve complex problems that you have no training to solve. They want you to increase revenue on every call and update an email address and avoid giving credits etc. But then if the customer calls back and changes things within 90 days it counts against you. So if the customer calls back two days later, even if it's for a totally different reason, they still deem it to count against your resolve rate. You know why? Raises are based on performance and God forbid you were to get a raise. There's no union so it's you against them. Good luck.

Workplace bullying is rampant in a uniquely messed up way. A lot of people get into a mini leadership position where if you need help on your calls, they're the ones to go to. But if you ever get on their bad side it's heck on earth because they will make your life as hard as they possibly can. You get on their bad side by making them look bad. So if one of them tells you to do something that's against the policy and you don't blindly listen but stand your ground in a polite way, you made them look like an idiot and you are now a target. And they do nothing to prevent this.

Call after call. As soon as the call ends, you're expected to take the next call. Doesn't matter if you just got yelled at for 25 minutes or if you're still trying to figure something out. The call ends and the next one comes in. You can use a code to stop the next call from coming in, but that counts against you as they time it. Breaks, lunches, handle time, even bathroom time are all timed. Lots of awkward conversations with management about it too. "Why did you use 20 minutes of personal time on Wednesday?" "Well, I was sick and since you won't give me sick days I came to work anyway despite the violent diarrhea." And then they will judge you for talking about it like it was your fault you were cornered into bringing it up.

Sick days and sick pay. You get a few sick days but because of how many people work there and the stress you're going to need more sick days than that. The good news is that you can miss more work and have it covered by short term disability. The bad news is that it's handled by an external company so you're dealing with a scammy insurance like company every time. They turn down most claims or make you come back early. You have to miss work BEFORE you can put the claim through so after they turn it down it counts against your attendance.

Mental health - the burnout and turnover keeps growing. It seems like there is a committee who brainstorms how to make the job less worthwile weekly. From worse hours including split shifts and split days off down to new processes that make life heck for the customer and the employee. Overall it seems like everything is on a downwards trend.

Layoffs - sometimes they lay people off because "It's due to the budget" but then they hire new people the following month. It's to get rid of bad apples. However some of the bad apples are also the top performers. Remember what I said earlier about having to cut corners to get ahead? Well there's your reward for cutting corners. A termination disguised as a layoff.

Company events. They are basically events where employees all drink way too much and everyone acts stupid and things happen that should never happen at company events - like having to see your manager dressed inappropriately and making out with some guy half their age.

Childish motivational strategies. From pizza day for the winning team to points that you can redeem to buy junk online. Also treat you like children in the process. It's like being in elementary school and is totally demeaning.

I could go on, but hopefully by now this will have been a strong deterrent and you can learn what I wish someone had told me years back. Don't ever work in a Rogers call center.

Coming from a customer service/tech support rep, Rogers provides a great salary with one of the best benefits package available in Canada plus you receive a discount on Rogers services; But at a hefty cost to your life and well-being.

Like any new job in the beginning, you know you're at the bottom of the totem pole: working late shifts, working every holiday, never a weekend off but they will always paint you a pretty picture and promote that you'll gain seniority fast which leads to better shifts and perks.

During training (ICU) you will find that half or more of your fellow new hires will have quit (out of the 16 in my group we were down to 5 by the end of training, now only 2 remain 3 years later - myself included.)
After training you will be provided with your regular shift (which you'll bid on but being new it is next to pointless in hoping for day shifts.) You will likely be working until 2:30 or 3:00am.

I was stuck working until 3:00am for a little more than one year without ever having a holiday or weekend off.
For the next 1.5 years I worked until midnight and then by fluke I got a morning shift this past summer which only lasted six weeks (I'm now back working until midnight and still have not had a single holiday or weekend off.)

Basically, don't expect to have much of a life outside the walls of Rogers for a very long time.

Now onto what the job is like:

You'll begin by signing into your workstation, checking emails, getting up to speed on today's "call driver" (ie. service outage, new promo, etc), oh wait - you can't do this on company time so you have to arrive early and are expected to do work related activities on your own time before clocking in.

Okay, that's done, sign in and immediately begin taking calls, non-stop, back to back. Talk time costs money - the longer you're on a call, the more you're costing the company precious cents and they don't like this one bit. If you average even one minute more than their expectation you'll hear about it in your weekly coaching with your team manager.

If you require time between calls to finish notes, take a breath or drink or go to the restroom, you go into an "after-call" mode but don't remain in there long - a manager will be alerted after a set amount of time and either message you or come over to let you know (the daily expectation is no more than a total of 30 seconds in after-call is to be used.)

Meeting your scheduled breaks is difficult to do when the phone is ringing back to back and when you're plugged in you can't ignore the next call - it automatically answers it so you have to juggle between being late on breaks and using too much after-call but don't worry, your team manager will coach you on how this is negatively effecting your compliance and you're expected to do better. 

In short, they micromanage every little detail, ignoring triumphs and focusing entirely on the negatives.

The worst is the the last 5-10 minutes of your shift. If you end a call within this time frame you're bound to be stuck there past your shift because there's always one more call waiting for you (which obviously you get paid for the extra time but after 8 hours of someone ranting in your ear, you'll hate when this happens; and don't even think about going into after-call or any other mode to avoid this - you will be reprimanded.)

There is opportunities to receive bonuses but you have to jump through hoops to achieve it. It's all about your stats - stray by a fraction on any one of the measures and you'll lose any chance of getting a bonus payout. 

You'll be given quarterly and yearly reviews to fill out + one that you'll complete on your manager and their performance - these will effect your raise, bonus' and best of all your manager's too! Don't be nice - be honest!

Next we'll look at the work environment:

The best part is your coworkers, most are great people - I've met many new friends at Rogers but we never see each other outside the office because we're all exhausted and our days off usually don't match.

Your work space is "spacious" (it's not the cubicle life, you're able to see your neighbors all around you.) 
Depending on the department and location - the computers can be dated and slow, some provide single monitors, others provide dual monitors which I say is a must for all the programs you require to have open.

Speaking of programs, the two primary ones you will use for most actions are so archaic that they tend to break down often (weekly). They're so far out of date that instead of upgrading, they've chosen to have them run in basically what is a virtual Java environment (a program within a program.) It's a regular occurrence for other tools and systems to breakdown as well, leaving you to explain to a customer who's been on hold for 20+ minutes that you're "unable to assist them at this time and to please call back later."

Your team managers will usually sit among you at the end of aisles/rows and this is where you'll engage in weekly one-on-one coaching. 

There is a cafeteria/lunch room - nothing more than a few vending machines, microwaves and large tables.

Cleanliness is almost unachievable - I recommend sterilizing every mouse, keyboard and desk surface prior to using - it is nauseating to see how many people cough/sneeze into the air or their hands; and on top of that, how many people go to the bathroom without washing. So bring plenty of hand sanitizer and wipes.

And to finish this off, management and the company outlook:

I've seen 3 CEO's so far in my time with the company and none have benefited the customer in any way but I'll give our latest CEO the benefit of the doubt as he's only been in the chair for a couple months or so. 

From internal issues to service interruptions impacting the customer, Rogers lacks any feeling of obligation or determination to resolve problems in a reasonable and timely manner for the customer.

In my few years at Rogers, I've yet to see a week where some of our crucial system/tools are not broken down for hours or days at a time.

There is always an abundance of service outages, reoccurring area outages (due to Rogers infrastructure being so outdated) and because most are on old platforms - the network cannot accommodate today's demands (most areas are so over-saturated it leads to specific services to go offline, ie. On Demand.)
Some of these can last months - inexcusable for a company of this size.

There is minimal cross-communication between teams, managers and departments. Ask a dozen people the same question, you'll be given a different answer from each one - even our support articles conflict each other sometimes - one says you can, another says you can't. 

They (anyone in a supervisory/management role) will make promises to you but then not hold true to their word. They'll tell you what you want to hear and omit specifics or retract what they originally said, to keep you going, treating you like a puppet. 

At this point in time, you may ask why I personally would continue working at a place after such an awful experience - simply put: I remained hopeful that things would improve the more time I invested. Unfortunately nothing has and it doesn't look like it will. Plus, Moncton is the call centre capitol so other lines of work with a similar wage is hard to come by.

I tried to make this review as transparent as possible - some people love working at Rogers but most of them who do have been stuck in the same chair for the past 10 years being fed the same propaganda again and again. That just isn't me and soon I will be moving on away from Rogers entirely.

the work itself is fine but there are several issues. 
having to take responsibility for other employee's incompetence when filling out tickets they often seem to just not fill it out properly which means the issue continues for the client.

scripting is getting worse and worse when i first joined it was pretty basic but polite stuff and now there's an unnecessary amount added which can add several unnecessary minutes onto the call when the customer is already sick of talking to you. 

infighting between departments because no one knows what to do or who to transfer to for certain issues. sometimes you will notice other departments transfer to you because they just didn't want to do the job even if they could have done it or are the only ones able to do it.

the shifts might give you depression. seriously. some of these shifts are just plain awful where you literally have no social life outside of your two days off which could be anywhere. a former coworker had health issues and a doctor's note told rogers to give them a shift between  certain time slots to account for this. rogers gave that person the shift that they would not be able to do because of the health issues so they had to quit. from what i've heard and seen they range from 6am-3:30pm as the earliest shifts to 6:30pm - 3 am shifts as the latest (shift bids work by seniority so if there's a long period or something you are stuck having no joy or life on that 6:30 - 3 am shift. there's also optional overnight stuff.  

the customers often have very little knowledge of how their service or their personal devices work so often enough you have to be an elderly person babysitter and teach them how to turn on their own tv because they cant figure out how to push the power button or change the input or educate people on how wifi works which most of the time they take poorly because they dont know that practically all devices these days cant reach 1 gigabit per second on wifi. often enough you get these "pro gamers" whining about getting 34ms ping in their games (it litterally isnt noticeable at all its been proven by multiple people) and threatening to cancel if we dont give them their 16ms ping which they will never see the difference .  there's also customers who think they are extremely entitled  and will demand a 400$ credit because they lost power and couldnt watch tv. then there's the customers who cry because they lost their free preview channels and want to cancel because we removed the free preview because they claim to always have had that channel even though they didnt. some customers also call to demand a technician set up their new tablet or something which is not something that we send out people for and of course they want to cancel because of it. 

if a customer wants a manager you put them on hold and call the manager line to transfer them but about 70% of the time the manager desperately tries to not take the transfer even though they are supposed to. 

one time we didnt want the employee discount changed and the higher ups said " ok we heard you we wont change the employee discount in any way" and then they changed the employee discount 

sorry i know its a long one but this is what i deal with every day.

Of all the call centres I’ve experienced over a decade, this was the worst experience I’ve ever had! There’s nothing in terms of training, it’s very vague and you’re essentially fending for yourself on live calls. You’re doing the work of 3 departments clustered into one frontline “entry” position without any higher levels of support to assist you should you run into issues. Your calls are mostly fixing other agents’ mistakes because no one is on the same page. 

Management is clearly burnt out and can forget your name despite reading it on Teams. I’ve definitely had to chase my managers for details on policies and procedures, as they often forget to respond.

The wage does not suffice for the weight of the work you do. The commissions are laughable. The customers are almost always being ripped off. Rogers constantly overpays their employees, prompting letters of repayment. Rogers WILL retaliate should you ever need short term disability through their insurance “Acclaim Ability”. 

There’s no real career advancement opportunities, no job security as you can be tossed around different departments on “temp projects” which can render your tenure void.

The equipment supplied for work from home is super easy to set up, however, they use Citrix therefore the entire startup and systems launch process is incredibly slow and unreliable. Constant connectivity issues, systems timeout quickly so it feels as though you relaunch for every other call and are restarting the computer halfway through the shift. The CRM programs used are very convoluted and reminiscent of windows 95.

They do offer to run a dedicated rogers internet line in your home for your work equipment, if your current provider speeds suffice, do NOT bother with this as it involves booking a technician to come out, which can actually prolong your start date! All techs are 3rd party and are not held accountable should damages occur within your home. Also, it’s an additional process should you need to return your work equipment. Keep in mind, if you do run this dedicated line and maintain your regular provider; when rogers has their typical outages, you’re expected to use your home provider for the interim. 

The benefits (via Sunlife) are subpar compared to that of some outsourcing companies like Accenture or Concentrix. You do get a PSA and they do match your RRSP contributions up to 4% (this SHOULD be way better - Accenture matched up to 8%). 

Work culture is a laugh. Very clique-y. There are a lot of groups and events you can join but you’ll often be declined to participate in events (virtual or in-person). Lots of emphasis on mental health despite never feeling valued as an employee. There’s counselling offered through EAP, however, the counsellors through Homewood are still limited in what they offer, you also have a dedicated amount of sessions within a 1 yr period. 

If you’re looking for experience, I’d recommend elsewhere as experience will take time. If you’re looking for a temporary gig to quickly get your money up, this could work if you’re mindful of your attendance and attitude.

In a nutshell, my job was to generate revenue for the company by selling advertising on 4 radio stations.  The products were solid, unique and fairly well programmed and clients saw results.
I very much enjoyed selling the product and dealing with the clients; and helping their businesses grow. I was quite successful, always hitting my targets and enjoying bonuses that came with them.
The most difficult part of working there was dealing with internal management.  My immediate supervisor had little to offer in terms of experience and advice for dealing with tricky situations that sometime may have arisen with clients.  She had never been in a true sales position and therefore could not relate to the day to day dealings with clients.
Her immediate supervisor had previous sales experience...more than 20 years ago.  He was just simply out of touch with the reality of the sales world and what it took to get a new client to spend money with us, let alone retain their business year after year.
Together, they seemed to value "activity" rather than "results".  They were always changing the dynamic...the "goalposts" if you will; inconsistent with who they decided to reward and their reasons for it.  In a word...schizophrenic.  Everything was seemingly designed to make "middle" management look good in the eyes of corporate...not for the benefit of our clients and certainly not for the benefit of the employees.  We walked with caution and fear and at all costs avoided a meeting in the corner office for the dreaded "mentoring moment".  Never once was any consideration or respect given to others for their expertise and knowledge....they were always wrong and consequently stopped participating internally other than to nod and smile.  You were asked for your opinion only to ensure that it matched theirs.
Twenty three sales reps came and left during my time there...that represents a turn over rate of third of their sales team each year!  Not once did a rep from a competitor leave to come to Rogers. There is a clear and obvious reason for this and it is NOT the products that we were tasked with selling.  Reputations precede people...and sometimes assumptions are correct.
BUT, I am of course only speaking about the situation at the local level.  I cannot say that the experience is indicative of the company as a whole or in other markets.  For the most part, I was treated fairly by Rogers; benefits were great; the pay was great (albeit I was a commissioned salesperson, mostly responsible for my own income) and my peers and other colleagues were wonderful people.
Would I work there again?  Yes, if there were some MAJOR changes at the management level.

A feudal company with a regressive working mentality where bullies thrive. 
Broken processes always at the  start and never take off. 
Always on reverse. 
Everything old and outdated is enthusiastically presented by management, which in constant re-organization.
Company where fear and abuse prevail. 
Where everything is under the carpet and only appearances matter.
Where management vocabulary is the same as  street vocabulary like they  these never had an education or they just think they wont be understood otherwise.
 No principle and values. Calling employees stupid and still keeping them for years while pressuring to quit is not what this company claim or stand for.
No training is provided, broken documentation, unclear requirements and they expect people to perform to the highest degree, while also paid with market minimum  wage.
Everyday is a struggle with the manipulation, cheating,mistreatment.
They manipulative numbers as have no reliable data to base their report or KPI' or even capable people to develop accurate reports and KPI's.
There is only their outdated way or no way. 
Confusion on everything. 
Don't ask don't tell policy. 
Bribing people to leave the company quietly.
They are  in non stop re-organization to cover their mistakes, wrong decision, their wrong doings customer's money mismanagement. 
They bully employees with job security and no room to grow or move the company forward. 
No one care to work with due diligence as their work is never recognized or reward based on merits but on relationship with the management. 
As a result their hiring process is 90% based on only friends and family even though people are not qualified for the position.
However, Rogers has to be applauded for hiring 80% of the work force from new immigrants, student or on people on student visa, while more experienced people are forgotten and seen as a threat and pushed out every day.
People leave due to de-motivating  environment lack in career advancement of the qualified people.
A note to the customers that pay for the overpriced internet, cellular services in Canada they are in good hands as these companies rely heavily on the vendors expertise.

They do not knowing how to use, grow, developed talents internally. No wonder their price for these services is the highest.

Their  third party survey is an opportunity for the managers to persecute and bully the employees. It gives them the tools and excuse with a simple math to figure out how many employees have a different opinion or point of view so  they go against their employees.
They do live by their motto :"At rogers everything is possible" all the bad things you don't expect to see in such extent in a developed country but is a characteristic of the developing countries.

For the work (call-centre), the pay is quite good. 

There are motivating performance-based raise structures and EXTREMELY enticing overtime initiatives. However the catch is you have to actually do the work, which is listening to other people's problems. The saving grace is that most people are reasonable with the exception of some: big babies who just like to whine about everything; utter imbeciles for whom there will just never be enough help in the world for; insane yelling people; drunken angry, or drunken creepy people; and then the loathsome, hateful passive-aggressive types who will suck your soul out by the vacuum of where theirs' should have been. 

If you can handle this - and stay within the unexpectedly challenging productivity metrics - then you can probably be quite successful here as a productive and contributing part-timer or full-timer; or if you're effective and ambitious, you will have very good prospects with moving up in the ranks, and moving up quickly.

Speaking as an employee of this place for now over half a decade, I have seen many things and know (at least a little bit) about the inner workings of this strange yet wonderful place. I've noticed Indeed makes a point to mention here, not to include confidential company information - but c'mon.. this is a big three Canadian wireless provider we're talking about. Anyone who reads a newspaper will already know about this: there have been some significant budget cuts and trimming of the fat (*cough cough upper and middle management and staff events cough*) going on in recent years. Although this is often looked on as frightful and generally despondent - fear not: for as a bright-eyed and bushy-tailed young hopeful, this is can be a real heaven-send. Following the heavy layoffs of complacent, middle-aged (and the keyword here is "payroll intensive") managers, a fast-filling void of space for younger, more energetic - and most importantly - comparatively cheaper set of new team managers has been created. I can attest that they're hiring them and cranking them through the wheels of progress at rapid speed these days - some of the newly minted team managers here, I reckon have barely made it into their 1st or 2nd anniversary...

What I'm trying to say is - if you can present yourself to be at least a facsimile of a reasonable, pleasant enough human being who can also stomach speaking to oftentimes, blathering idiots on the phone all day while having a hunger for some marginal amount of job success (or perhaps just for some easy money while you're going to school, raising a child by yourself, or soul-searching), then step right up, this place is for you.

It has been very sad to watch over the years the company fall apart after the death of an  incredible innovative mind of Ted Rogers.  It was such a great motivating place to work for decades, and in the past 6 years it has been completely going down hill.  They still speak of employees being part of the Rogers Family, but those are no longer the values. Employees are being let go daily, no announcements are made, no one knows what is going on. The management and above level that are being hired are mostly employees on contract from 1-3 years, friend of friends of the executives that are coming in to make changes but none of the changes are positive. They come from overseas and do not put down permanent roots, they invest nothing in the country or the employees, since they don't plan to stay long term, they don't care at all.  Rogers no longer feels Canadian or cares for its employees.  I have seen my entire department get laid off in less than a year of incredibly intelligent hard working people, people that made huge positive advancements for the company and tons of money for the shareholders. They are replaced with bullies instead.  The environment has become so stressful and toxic its heartbreaking.  Everyone is on edge, not knowing when their time is next, in fear of loosing their job, overworked and over stressed. Money wasted by upper management, protocols and procedures no longer being followed. Services have been deteriorating in the past year, and yet they give themselves awards and pats on the back. The leadership is overpaid and bring noting to the table. The Directors of the Company and CEO are not listening to the employees. It amazes me that they have no concept of what great leadership is, they do not seem to understand that it is their job to guide, motivate and care for their employees and they will give you in tern the world. They also bring no real fresh ideas or innovations to the company, terribly overpaid. To make sure they get their bonuses, they fire people, this way they balance their books. What Rogers needs is true inspirational innovative out of the box thinkers when it comes to leadership. The current ELT are completely incompetent only looking cash in on their contracts and move on to destroy another company.  I loved Rogers, and today I am shocked how it has changed. I have worked for many companies, from companies I have been laid off from, and I have only good things to say about them. Rogers, is the exact opposite! Beware!

If I filled out this survey about a year or two ago, I would have said my role has challenges but nothing unmanageable.  Most of my 10 years working here I've had a range of tolerable to enjoyable experiences with great achievable stats.

This year, I and many co-workers have had our mental health negatively impacted to the point of filing claims for short term disability with the company or WorkBC.

The training period is unbelievably short. 
The support after training period is over requires a lot of patience.  Sometimes there are up to 17 people ahead of you with questions!  And when you get someone  it's likely they know less than you or aren't great at understanding your pain points cause They are juggling too many people.

Speaking of juggling way too many people, the value of coaching and conversations with management has been drastically reduced cause THEY have too many people on their teams.  

It's almost impossible to feel confident in our suggestions or problem solving.
No wonder customers say that they get different answers from everyone they talk to.

I started to get suspicious of the CEO when a lot of the process improvement teams were disbanded.  Even major call drivers aren't addressed in a timely let alone sometimes successful manner. 

We have a revolving door of managers and senior managers.  Other changes the business requests of us are done abruptly when they could be done in stages.  

I feel like the business keeps adding expectations to our to do list but brushes our concerns aside with a flimsy thank you for your hard work. 
Or they pretend there's something  great in the future in the hopes they can exploit our patience.  

I feel like their laundry list of expectations from an agent could be achieved if both the customer and manager were having an amazing day.  But no, they expect the perfection maybe a robot could provide.  
30 seconds after a call ends before getting a new one shows they really don't care about how an average human operates.

I really miss feeling proud of where I worked.  Now I can barely make it through the day.  It's a real shame that a billion dollar business with minimal competition seems to only care about the bottom line instead of the agents and the customers they serve.  






Different type of training are available to develop your knowledge on the industry and on yourself. Lead without a title training is helping a lot on the way to become a positive leadier in your office and to be seen as is. Training about what type of work suits you the best and what type of environment has the best effect on your performance is also very effective.  A lot of different challenges are met along the way and help everyone to become more versatile for future responsabilities in a future role.  Changes are a permanent thing at Rogers and also in this industry of Telecom.  Management presence is everywhere but they thrust people that are showing results.  They are not there to show you how to do your work but very open minded and ready to help or answer questions. I have received personally many prices to let me know my performance was noticed and appreciated   Tablets, I-Pad, radio system with speakers, prepaid credit cards.....etc,  were type of prices that were offered when performance was noticeable.   All the evenings that were organized to celebrate good numbers and performances from our team were always fun and very appreciated by the employees. 

Typical day at work varies according to task and role you play 

Could be lots of follow-up with customers you are negociating with to sign a new agreement. That task is taking lots of your time when you work in the retention department for example, even more with corporate or major accounts cause these customers carry with them important amount of lines and those revenues for the company has to be protected.

When you have the task of leading a team then you are more interested in coaching and helping each other with difficult situations, listening to calls and evaluations to be prepared.  Of course, dont want to forget the meetings with the sales director to make sure we are all aligned on the same page.  Those meetings are also a way for us to know what is now requested from the direction,  if there is any changes.  What are the new goals to achieve if necessary.

Top Job Titles	Average salary
Customer service representative 21 salaries reported	$47,095 per year
Software engineer 15 salaries reported	$79,883 per year
Sales associate 8 salaries reported	$39,250 per year
Manager 9 salaries reported	$85,000 per year
Technical support 12 salaries reported	$45,000 per year

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