A Positive and Supportive Growth ExperienceThe good thingsWhat I Love About My New Company
What I enjoy most is the comfortable amenities. Apart from having sleeping quarters, the pantry features a lounge with spacious sofas and plenty of bean bags where you can rest as much as you need. This makes arriving early to avoid being late a hassle-free option. — Work-life-balance. ☺️
This is my second BPO company, and it’s everything I hoped for—free from toxicity. While not everyone may be your friend, the culture promotes equality, particularly for all genders and the LGBTQ+ community. People are welcoming, approachable, and always greet you with a smile, even on bad days.
From interviews to production, the company invests in your growth. They won’t dismiss you for struggling; instead, they guide you through challenges and help you improve. No one gets left behind.
Another thing I appreciate is that other supervisors and mentors from different teams step in as your supervisor if yours happens to be on their rest day.
Most importantly, your supervisor, mentors, and colleagues are always ready to assist—no delays, no excuses. While they won’t spoon-feed you, they provide guidance to help you find answers when needed. Supervisors also ensure escalations are handled properly by a dedicated team, so you’re not forced to take on tasks beyond your scope. It’s a truly supportive environment.
The challengesWhat I Find Challenging
My main challenges are personal, particularly managing my health. Within the company, I haven’t encountered major issues so far, but one area that could use improvement is the clinic. Sometimes, all you really need is proper rest, especially since we’re on a complete graveyard shift. Managing your schedule can be tough, and sleeping patterns often get disrupted, especially on rest days. There are days when you come to work without any sleep, and it’s unavoidable to feel unwell.
For example, sudden migraines can strike, and you just need an hour to rest or take a quick nap to recover. However, in the clinic, even though they allow you to rest for an hour, it often feels insufficient. They wake you up every now and then to check your vitals, like blood pressure or temperature, and you barely get proper rest. Sometimes, after just 5-10 minutes, they ask you to leave, likely because the 1-hour allowance includes the time spent going to the clinic and being assessed. This makes it difficult to recover when you’re genuinely unwell.
As for my work, Saturdays can be particularly challenging due to the higher queue volumes, with most agents on their rest days. While it can feel overwhelming, it provides valuable learning opportunities. Mistakes happen, but they help you improve for next time. I often encounter unique and complex concerns during my Saturday-Sunday shifts, some of which even tenured agents or mentors find unfamiliar. The upside is that it’s a collaborative challenge—we work together to find the best solution and learn as a team. It’s tough, but ultimately rewarding.
I suggest adding more board games in the lounge areas to encourage interaction and offer a fun way to spend free time. Additionally, it would be great if more beverage options could be provided, aside from just coffee.