Avoid this place at all costs!
Client teams are poorly understaffed with nowhere near enough people to answer the phones.
Most callers come to you short tempered and frustrated due to being forced to hold at least 30 minutes. Calls are back to back all day long, every day.
Alight uses WorkForce Management to schedule daily breaks and lunch times, so someone in a different country with no clue or reality of what goes on at each location determines who gets to use the restroom and when. This is bad because if you are on a call with a customer when your break time hits- which happens more often than not- you lose that scheduled break, and then have to take an unscheduled break. Now the required 92% schedule adherence is unobtainable, unless you're okay with wearing a diaper so that bathroom breaks aren't needed. The reality is you will be chained to the phone, sitting 8 hrs straight and written up if you need to use the bathroom, or get water, or just need a break from talking and sitting.
Supervisors are never available when customers demand to speak to one for answers and you have the unlucky task to tell people who are already irrate that they have to wait by the phone for 2 business days in order to speak to a supervisor. When supervisor does call back and gets their voicemail they do not leave their desk phone number and customer has to call back into the call center line and start the process all over again.
Additional required time (unpaid) they will not tell you about includes:
- Having to stay until all calls in queue are answered. This can take 5 mins or up to 2 or more hours. You WILL NOT be paid overtime if it wasn't authorize by the client(s) beforehand. The client DOES NOT authorize overtime in most cases because the team managers don't want to disclose the real working conditions as that will prove how incompetent they really are.
- If you are unfortunate enough to work in the Orlando office; there is only one way in and out of the parking lot. If you leave at 5 or 5:30 pm be prepared to be stuck waiting at least 30 minutes just to get out of the parking lot.
Alight does not value it's employee's having any kind of work life balance. Team managers take away scheduled PTO days the day before its scheduled leaving you less than 24 hrs to cancel any scheduled appointments without be charged for last minute cancellation fee.
Team managers are mostly people who started with and have only worked for Alight and therefore have no idea how other companies operate and no proper management skills. The management team for Nokia couldn't manage their way out of a carboard box let alone managing a team of people.
