Sutherland reviews

Asks you to empathize with customers but you cannot leave work because your child is sick. Site and account managers are dishonest when creating incentives and paying out commission. Team managers encourage bending of the rules but will stand by and let you get fired when you are caught breaking a rule they pressured you to break. Pressure that came from senior managers who were pressured by account managers.

The leadership team, both on site and company wide, are clueless about the needs of the employees. There was no sense of engagement. In fact, I was discouraged from working one on one with the call center reps. All plans are made reactively and no serious thought is made to the outcomes or how it will affect other areas of performance and moral. On a daily basis I have seen reps, managers and sr managers yelled at and humiliated in front of peers and employees. They provide minimal development to employees being promoted. As a salaried employee you are expected to be on call at all times and should expect to work no less than 10 hours a day and most weekends.