This job (CSR - Call Center) has a very rigid environment and is not sustainable. It is very clear that the employees are an after thought of Reed Group/Alight as they are clearly only focused on company revenue. As a CCR, your shift will be 8 hours. In the 8 hours, you will utilize the statuses of Not Ready, Ready, After-Call Work, Not Ready –Meeting, and Not Ready – Unapproved Personal Time. You will be monitored with every status you change to and will be contacted via Microsoft Teams if you are in a status for too long. Specifically, the statuses of Not Ready – Unapproved Personal Time and Not Ready. "Not Ready – Unapproved Personal Time" is utilized for bathroom breaks, water breaks, or if you need to step away. You have 11 minutes of this “time” a day. Anything past 11 minutes will go against your adherence. "Not ready" status is used for when you are logged into the Unified Desktop system before your shift starts and are not taking calls. You cannot be in this status for long (no more than 5 minutes before your shift), or it will go against your adherence as well. You will receive a message from your Manager/Team Lead with an irrelevant “Fun Fact of the Day” before you are reminded of your adherence in the body of the email. Breaks and Lunch: You are given a 30 minute unpaid lunch break, which your manager schedules for you every week (you cannot set your own lunch time). If you do not take your lunch breaks at the given time (or try to). It will go against your adherence. You are also given two 15 minute paid breaks (also known as exceptions), which you can take whenever you like. However, it cannot be in the first hour of your shift OR the last hour of your shift. Also, with the 15-minute breaks you have to log them into the system. If you do not, it will go against your adherence. Time Off: You are only allowed time off if you enter a bay that they open twice a year. You are not able to take time off before or after any national/company paid holiday. It will be deemed business critical and will count as 1.25 occurrences, which are unscheduled or unapproved absences. Job Function: You will be bombarded with calls. Monday and Tuesdays are the busiest. With non-stop calls coming in. Internal Communication: You cannot get a hold of anyone in HR without going through a million automated systems.
