This company is shockingly disorganized. I work in the call center, which is very small. Management never knows what is happening with anyone else or about any existing problems. If you bring something to their attention, it had better be through email so you have it in writing; otherwise they will forget as soon as you are not in their eyeline and then will blame you for not telling them. They also require constant reminders. They all give different answers on the correct procedures, and you will get penalized in your monitor scores if you listen to the wrong person. The trainers have never done the jobs they are training you for. Your best bet is to find someone who is knowledgeable on the floor. I would have quit after two weeks if I was trained the way they do it now.
They say they hire at a range of 12-14 an hour, but they will only offer 12 to start. There is the chance to get a raise every year based on performance. They will make the metrics more difficult if too many people succeed in meeting them, however. They also say there are categories such as Exceeds Expectations or Outstanding for a performance rating, but will generally mark you as Meets Expectations regardless of score. No one gets Outstanding on anything. I asked for an example of Outstanding rated chats/phone/email responses so I could see what to strive for. I have worked here six years. They have never been able to provide one example. They give the same raise for the people who work hard and the people who don't. There is no arguing the raise TJX offers.
There is an uneven distribution of work. You probably couldn't guess the extremity of this unless you see it for yourself, but there are people who will not log on for a week, or who will hang up on all their chats for months instead of answering them (both real examples) who get paid the same or more than people who are expected to do multiple chats, social responses, emails, phones, and manager work. The people who perform well are punished by being made to do more and more.
They have no respect for work life balance. They will change your schedule whenever they feel like it. They will offer wildly impractical schedules as well. I worked for months with part of my week on the absolute earliest schedule they offer, and part with the absolute latest. When I expressed how difficult this was (it was causing intense insomnia; this was during 2020, by the way) for my mental health, they tried to force me on an unpaid medical leave of absence. They only adjusted my schedule when I threatened to quit. Meanwhile, management won't even work on the weekends and there are no evening shift managers because no one wants to work past four.
There are so many technical issues constantly that it is almost impossible to do your job. I have daily issues. They rarely get fixed.
There are other call centers in town that are run properly and pay fairly. Skip this one. You have no idea how draining it is. I've had panic attacks at work multiple times--not because of customers but because of the way the company is managed.
