Pros
There are no. In a couple of years a more efficient competitor is going to revolutionize cloud based hr technology in a way that currently seems unattainable to Alight based upon my experience. Alight will be bought out and merged with that company.
Cons
The company has an extremely high turnover rate. Our client was a top beverage company. They took forever to provide the proper access to tools so we could familiarize ourselves with the utilizing them effectively during nesting. Then during production they are perplexed when agents according to them are not effectively utilizing resources, tools, and call flow during live interactions. We utilized SAP to review pay slips with hourly and salary employees, make changes to their state and federal tax elections, advise employees on leave of any short term or long term pay vouchers , stop payment, ach trace, ach reversal, tickets had to be opened for almost everything and assigned to various teams… a nightmare…constant errors made with employees wages lead to an influx of tickets… it seemed to take forever for ticket resolution. Make your client specific training productive and make sure the client has provided the proper access well in advance of the commencement of any training class and/or module . In addition, it is not acceptable to have managers that nuture and mentor moved to a specific team based on their native language. My original boss was in Putero Rico and never micro managed me or wanted to know what I was doing every second of the day. I was moved from her team because according to her they wanted her team to consist only of Spanish speaking team members... appalling. She seemed to think so too. Once I was moved to another manager, my relationship with Alight soured. She was intimidated by other intelligent woman of color. She sought out every opportunity to undermine their promotion and bonus opportunites. She works as a celebrity hairstylist in addition to burning the midnight oil. She routinely attempted to have me come to meeting ahead of my scheduled shift. She wanted to do her underhanded sheninagians outside of official business hours and/ or the window of availbilty I agreed too. I had a meeting with this manager and her manager. Her manager kept telling her you look so beautiful. It was unprofessional and unnecessary. Alight's shareholders are going to hopefully intervene because the management style is going to ultimate cause this company to be lose its viability . I resigned and it was the best decision I ever made. My training class had 30 students, and the conclusion we were down to 15. That is indicative of an underlying problem that needs to be addressed asap. One the bright side the CEO appears to be very personable, hopefully he rid the orgazation of the rot. He needs to start sitting in on random Zoom calls and listening to this manger. Mangament did not want us to use Sir or Ma'am saying we had to be gender netural when assisting , but callers were alienated by this move. In their mind if you said Sir or Ma'am they could always ask the agent refrain from using that greeting if it made them uncomfortable. A lot of the Baby Boomers found it disrespectful being called by their first name, without the agent asking permission to do so. I suggested adding may I call you, Jill or John for example, and was immediately overuled by this insecure manager. Also work on your ticket system, I knew I was going to quit after I got ten calls from the same caller in a span of 6 months. He simply needed a check copy to prove he had not cashed the check. The ticket was opened, closed, and reopened numerous times, because of selective reading I assume, But that 's what happens when they rush you through training in 2 weeks with out the ability to fully access tools, log in with credentials, and gain a true sense of being competent to do the job. Also stop having the manager cross train their favorite people, If a agent has been cross trained they can keep their metrics within the KPI(key performance indicators) requirements. An agent who has not been cross trained has to waste time asking for assistance in chat because they routinely get calls for which they have not been cross trained. Update your portal, I should not be seeing tickets from 5 years ago. I should not be seeing policy and procedure from 2018 that is no longer applicable because it is obselte. Removed the hyperlinks for those outdated resources so agents are not wasting their time accessing them to begin with. SHAREPOINT is a disorganized mess. It needs to be updated immediately. Stop having agents doing the following " taking calls, answering questions in chat, having 2 people answer one question, while ignoring another question that is being asked. Get rid of the unreasonable be a light mandate that says agents on calls must assist with answering questions in chat simultaneously. Agents cannot effectively do both. Especially when turnover is so high, and being understaffed is the norm.I got in trouble for asking in chat could someone answer my question please, after waiting over 10 minutes. I posted first but the SME, subject matter experts routinely rushed to answer their friends questions, while other are forced to wait. Again the CEO needs to start popping in or assign this task to someone else. Than he will fully understand why Alight struggles with staffing after numerous rounds of hiring...
