grateful to Sutherland but seriously need improvement - Customer Service Representative Sutherland Employee Review

3.0
Sep 22, 2019
Recommend
CEO approval
Business Outlook

Pros

*Gives opportunities to new graduates and gives chances to those who did not really have the skill through training. *They invest on their facilities where employees could enjoy free time, numerous employee engagement activities all through out the year, safe workplace and decent PR where employees could take pride on. *Competitive health benefits *maybe because of the growing population, there's more chance for career advancement. *Good place for experience!

Cons

*Pleasing clients at employees expense (e.g. pushing employees to meet unrealistic metrics) *Requiring overtime (like people did not have a choice). Some managers take this personally and use overtime records to approve schedule requests and vacation leaves. *Some management makes you fee like vacation leave is not a right at all *Loud, confident-sounding and management-friendly employees get more chance to fast career advancement. *I knew some who purposely expressed quitting work through Facebook or even requested resignation to see if they will be offered promotion (not sure about who should be more ashamed between the employee and the management) *I personally think the program where I was at cultivated hate that it became very toxic for many of us ( fights between team managers and employees, between employees, team managers backstabbing each other). *Pay is not rewarding for the exhaustion (or maybe just in my program)

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Sutherland Response
6y
Hello! Thank you so much for this review. As a global company, Sutherland provides our employees with the chance to gain invaluable experience while providing competitive rewards and recognition. Your input shows where we do well and where we have an opportunity to improve, and we appreciate you taking the time to share this feedback and your experience. Have a wonderful day!

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5.0
Jul 7, 2026
Recommend
CEO approval
Business Outlook

Pros

Great hours for training and flexibility

Cons

Low pay rate and a lot of work and micromanaging

1.0
Jun 26, 2026
Recommend
CEO approval
Business Outlook

Pros

Remote work and great coworkers

Cons

Extremely low pay for the amount of work and the type of calls that you have to deal with. Lots of mircomanaging. Unrealistic metrics. Lack of knowledge and competency from leadership because at no point should your workers know more than you about the job itself. No care for unforseen life circumstances that affect your ability to work. Very stressful and mentally exhausting which often leads to burnout. No recognition for hard work and meeting metric goals. Too hard to get PTO approved. Tech and internal systems are always breaking which affects your ability to do your job. No one is ever on the same page which often leads to being given incorrect information. No room for growth or opportunities to go into other roles. Benefits are not that great. Mid health insurance plans, no 401K match, no parental leave, and no internet reimbursements. They'll sell you a fairytale in training so BEWARE.

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