payroll analyst

TWCC

The workplace is driven to exceed expectations of the company and its clients.  A low AHT is encouraged and the supervisors will fight on your behalf if you get a high AHT due to unforeseen consequences (Customer takes 20 minutes to discuss their life choices, complain about your co-workers, or asking if you are still single and wish to date their grandchild), the typical stuff you might get working as a customer service representative.  The business in question is a bit strict and changes on the fly, mostly because of the ever-evolving nature that is their client.  They will review a new call flow before introducing it to the main call centre, often arguing with the upper management and clients if they feel like the requirements are too harsh. 
Their training is extended, giving up to a month or so in class and on the phones to develop the necessary skills to train their new employees.  They are also willing to keep you around more than they should, upwards to a year even with poor performance.
They understand their workplace is a revolving door of employees, as employees come in and out of their call centre,  Job requirements are relatively low and it is often encouraged to invite friends and family to work for them.  They can be a bit iffy with their scheduling, but that is due to scheduling based on the predicted peak times in call volumes, a tactic commonly employed by other call centres. They do allow for time off but you are expected to advise them weeks or months in advance.  If an issue were to arise necessitating quick adjustments to your schedule, they will make accommodations when necessary.  

Having worked here, my experience with the customers can range from relaxed to heart-wrenching stories.  The general expectation of your daily shift is a mixed bag of promotions, serious problems, minor problems, wrong phone number, complaints, complaints about the paperwork, complaints about the website, complaints about previous complaints, and also the random person calling in to say thank you for another representative.  That said, you'll have a laugh at the end of the day because you can sleep well knowing those customers were given the right information, or have nightmares of doing poorly in performance and dishonouring your direct supervisor in the next meeting.

Oh, and they send you memes in your company email. That too.

You mostly help people over the phone with their student loans, sometimes you get a few awful people but can't blame the company for that. Training was very detailed and had support all the way through, once out of training and on proper phone calls, supervisors are VERY easy to contact incase you get a troublesome call. Management was super sweet, understanding of personal issues and needing to take a few days off if needed. They also offer a lot of volunteer time off so if your lucky and feeling a little stressed, you can apply and not go in that day if your selected. Hardest part of the job is angry people on the phone and doing the first few calls without being near supervisors. Hearing people thank you though and having the constant stream of support makes it very worth it

A typical day at work was really hectic, with back-to-back calls that made it feel non-stop. I learned a lot about managing stress and multitasking, but the experience was overshadowed by low pay that never seemed to increase, even after years of service. Management had its flaws, with favoritism shown toward certain employees, which created a challenging atmosphere.

The workplace culture felt unbalanced, especially since day shifts were often reserved for those with cars, leaving those of us relying on public transport stuck with evening shifts. On top of that, if you enjoyed wearing cologne or perfume, you were out of luck, as those weren't allowed. The hardest part of the job was definitely the constant pressure and the feeling of being undervalued, while the most enjoyable part was simply clocking out at the end of the day.

Typical day at work would be taking calls the entire shift and assisting students with the status of their student loans. Providing disbursement time frames, offering debt management options, and processing payments. During the downtime of the job I often joke with co-workers, ask how they're doing that sort of thing. The hardest part of the job is the negative comments often received from customers. The most enjoyable part of the job is the work environment; I feel as though the call center is a family, we're very close knit and friendly with each other.

Overall, this workplace is great to work and especially if you are going to school.  

Pros: Benefits: pay is great, you get paid sick-time and personal leave.  You also receive bonuses.  You do get effective training and it does take time to learn the job. Co-workers are great to work with.

Cons: A lot of pressure is put on agents to meet the target of AHT, this is however, unrealistic, especially met with challenges based on the demographics and limitations with your customers.  Nepotism is very high, when making a complaint against a party, it's not always taken seriously and brushed under the rug.

Entered this workplace with hopes of advancement and new experiences, none of which happened. I loved how cozy it felt at first but after a while, if you spend time around the office and you aren’t apart of the pack you’re essentially chewed and spat out. Everyone claims they’re great friends and family but they talk poorly of each other behind each other’s backs, the amount of toxicity is not worth staying here in the long run. If you do decide to work here don’t get involved with anyone, it’s not worth it. After working here I know what now to avoid and would never dream of working here again.

great co workers although working in call center's a bit stressful. admin personnel supportive. easily gets along with co-workers. working hours great. lots of incentives to qualified agents. learned to control temper and handle difficult callers.the hardest part of my job was when needed to explain to angry customers and never given the chance to speak then hanged up the phone while yelling and cursing. but the most enjoyable part was when speaking to a kind, well mannered and respectful clients and being with new found friends in the workplace.

What is the best part of working at the company?
The management and coworkers! Excellent environment 

What is the most stressful part about working at the company?
Honestly? Peak. Gets super busy

What is the work environment and culture like at the company?
Terrific and caring. Everyone is welcomed and treated like the human beings we are! Love it here!

What is a typical day like for you at the company?
Clock in. Talk with customers on phones, break, more talking, lunch, on phones, break, phones and then clock out! Love it!

at first it seems like a great place to work, then you slowly realize your being taken advantage of. You are only allowed to take your earned vacation when they allow and not when you want, they guilt you into working overtime and do not appreciate it when you do. they have there favorites who seem to get promoted even when they do not have the qualifications for the job. they pay low wages for the service you are providing and the amount of information you are required to know.

Training no so good, only given half the training required, to much favorites some get promoted even if there don't know there alphabet, no point complaining management does do anything just pushes it under the rug unless the complaint is on someone they want to get rid of, management doesn't have a clue what she is doing, go spend more of company fund at Polo Park

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