Outworx umhlanga
1.4|9 reviews
SG
Stacy G
1 reviews | Active since Member
15 Oct 2024, 07:49
OUT WORX HR WAKE UP YOUR KILLING US
1.Lyle just came back from India. left for 2 weeks . That should be unpaid leave but they told him to put a week of that as sick leave. And the other as annul. He is friends with Meenita. Both Meenita and Bev advised him during a meeting to to do. ********. 2. Avril also took sick leave around June/july and Mohammed her TL managed to get her annual leave instead of sick leave so she could keep her commission. 3.lucelle also used to get her sick days swapped to Annual leave by Sebastian. She’s now on maternity leave. 4. Beverly goes around asking agents that are less than 6 months in the business who are known to be noncompliant like Vincent to become TL’s Vincent, Lacardo . There’s no pride or integrity these days in becoming a TL. 5. Group desk client hadn’t agreed to the agents taking Customer service calls but the agents have started training. This was before the hurricane. What about client relationships and trust. How will the hours be billed? Group desk will pay for agents will they aren’t taking group sales calls. That’s tarnishing the reputation of the company 6. Agents were promised a tenure increase every 6 months in the business. 7.we have the lowest conversion because at our site for Hilton , they took out conversion as a gateway. What is the point of making sales if you’re not going to make money of it? Agents would rather have good QA and VOC so they can make money. We will continue being the lowest until this is fixed.there’s a screenshot of agents that have left complaining on a Facebook page that blacklists call centers based on experience. 7. Pelican , an agent went to complain to Sebastian and Beverly about his pay queries and threatened to resign. He’s a rather rebellious agent and once tried to get wave 12 to lobby against management. Management offered him to become a TL. Like there’s no more integrity here at all. While the rest of us work hard. Outworx used to be fair and lively. 8. Favoritism and ******** works now. Not skill or hardwork just be Indian and know the right people. 9.The campaign no longer has money. We won incentives and prizes that have been outstanding for months. We used to get special gifts from outworx for holiday celebrations. This year nothing for spring day, last year spring sat, Mother’s Day, women’s day, workers day nothing. We usually have a heritage day brain but this year nothing. Like the campaign is boring it doesn’t feel like home anymore. People won for themes like heritage day, spring day, Barbie but they still haven’t received their incentives. It’s been 3 or 4 months. Where did all the money go? 10. Wave 11-14 are going leave in November once they complete their training at Huntswood. Revise the commission structure or we are going to lose this campaign. 11. They took away team developments for top performers dinner. Where the whole of management goes every month with an individual from each lob or HRCC. They come back drunk and rowdy always causing a raucous and speeding and revving their cars. It becomes a drinking night there’s no honor or prestige in winning or going. 12. TL nhlanhla was posted in a Facebook group for ****ming women and not paying their money back. He worked at ignition and did the same, worked at Rewardsco with Bev and did the same but they still brought in to Outworx where he is doing the same. Already owes an agent in his team 1000. He was also posted on a facebook group with the name of Outworx being included in the post. Above all that, an agent had to turn to an SME for help. He is always asking the new agents out and making remarks. He told the agent Mathabela wave 15 that he will leave when she smiles. It was awkward for a while. Apparently she is not the only victim. Can we remind male TL’s and SME’s that this is a work place and ************ and harassment of women is not tolerated in the workplace. Another Sme said to agent that he can pay for her to do stuff with him how much does she cost. It’s just not right. 13. Mohammed does not attend TL meetings or do any mandatory work cause he is ready for the position of JDM but on what grounds is he earning that position? Since he arrived he’s been telling people that he is going to be JDM. To a point where they gaslight the new JDM’s Shaylin and Ayanda. They can’t do work or come up with new ideas cause they are frowned upon. Hardly any of the management knows how to do their job they all just hide behind Beverly. Now that she was away for Hilton hometown and her husband passed, you will see how everything has been going down hill. Please check his Kimai and see what time he arrives at work and how long he spends in the canteen with management on lunch. It’s crazy. But Al the other TLs are being watched like hawks. 14. Sebastian is supposed to be compiling and sending out the leaderboard. TL’s are manipulating and falsifying stats with his instructions. There are now 4 different leaderboards which doesn’t make sense res sales should have 1 and customer service another. They are committing stats ***** to earn the highest commission. 15. The OM’s are responsible for half the resignations that take places. Pay queries and incorrect commissions role outs with missing information especially for HSPSS. 17. When will Mr Robin Hoekstra come to us before we lose this campaign? Who will help us because Nelisha didn’t interview Any of the agents and usually comes during the day. The problem starts with the night shift when all the agents are here. Nothing is being done and we are watching. We need help. Or Mrs Hoekstra she has integrity and doesn’t like people who lack discipline. There’s so much more but we will wait and see. 18. One of the agents left from Damian’s team the ones he was swearing and harassing. The other threatened to leave last week Friday and an agent spoke then and told them to hold on things will get better. Why is it that all the external hires for TL are terrible at their jobs, lack product knowledge and just yell at their agents? Didn’t you do screenings? It’s really telling. 19. Everybody is scared of Gwen as she has a lot of information on Sebastian. Last week our client asked for everyone to be all hands on deck . Even the TL’s were dialing but Gwen didn’t. Please look into that and also listen to the TL’s calls, mostly the new ones and tell me how they are in those positions? We will keep being last of all sites.
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Stacy G's updateReviewer Update
15 Oct 2024, 07:50Reasons why the campaign is failing:
1.75% of the Team leaders are external. Don’t know the brand nor the product. What happened to hiring internally ? Since Copeland left , Sebastian has filled the place up with all his uneducated cronies that don’t know the product. How teams perform if their leaders don’t know what they are doing. In the last quarter only we have 3 new leaders promoted from existing staff and 7 new external leaders.2. On the matter of TL’s a lot if not most are Sebastian’s friends.3. TL’s are absent disappear for weeks leaving teams with no support.4. Sadia, TL was on maternity leave came back and refused to go back to her customer service team. Instead wants HRCC but she has poor performance no TL skills at all. 5. New TL for wave 14 is abusive and micro managers his team. He makes his team take 30min lunches as punishment for poor performance. That’s *******6. What happened to Outworx recruitment processes new TL’s can barely speak English7. Not enough floor support8.Promoting SME’s that haven’t been dialing HRCC for months . How are the new waves supposed to learn ? Waves 9-12 3 HHD SME’s.9. Nobody is supervising team leaders to check if they are actually doing their work. Extended lunch breaks, lots of non compliance, not coaching agents just firing them.10. Mxo had wave 9 and 10 team which was responsible for most of the *****. ***** era escalated once Copeland left. There’s no respectable authority figure left in management. Nobody investigated him just firing agents once they are caught. But Sthabile and Londa had the same team and they never committed *****.4. Low attrition due to agents being fired without any coaching, siphephelo wave 9 lihle wave 9 , athenkosi wave 12. Bridget wave 4 fired for voc. Why not put her back HRCC instead of cs as she was always a top performer. 5. Lack of product knowledge from learning and development. How can agents come on the floor without knowing how to transfer a call or how to use resmart?6. Learning and Development do not assist agents during OJT. They sit on the podium and watch hands being raised until a tenured agents assist.7. Learning and a Development do not want to take any advice from the SME’s but the SME can see the learning gap when assisting agents.8. Agents are constantly changing Team leaders every month. And changing shift times. No stability how are they supposed to grow?9. Putting agents in one team on different shifts. When are they supposed to do coaching if they don’t see their TL?10. TL’s need to do a calibration session once a week.11. Agents getting fired for making mistakes on things they don’t know about. We signed several memos about booking multiple rooms yet there is no concise method. You use your discretion but you can still get fired for it. Just like Nicole and Fundi. Please iron out the correct steps in writing. How many rooms can we book on one call, under an established room block. We need help 12. Signing of memo’swhile on the dialer . How are we supposed to remember what we are signing and the reason? Information overload.13. The newer TL’s lack product knowledge and cannot assist their agents. Copeland used to say 1 SME for every 50 agents.14. Rewarding agents for *****. Both first and second quarter awards only people who manipulating the system for personal gain were winning that’s discouraging to hard workers whose stats are honest representation. Night AHT with low calls, resetting , unnecessary holds, canceling and rebooking so many times.
Management1. Bev does not discipline her staff. Let’s a lot of things slide to protect her them.2. Bev is always doing Sebastian and Meenita’s work that’s why she’s overwhelmed and struggles to keep the campaign running.3. Sebastian sleeping with the infamous agent Nicole who also slept with Mohammed a TL. What happened to conflict of interest?4. Nicole was suspended for call avoidance and attended a DE but she won the case. Another agent Minenhle and Athenkosi were suspended and fired for the same thing.5. Nicole returned to work with a *****ulent doctor’s note with the incorrect last name but she stayed at work. Numerous agents were let go for the same reason.2. Nicole booked multiple rooms and her TL put through an incident report but Denver didn’t want to send it through cause they were still finding a way to protect Nicole. This whole situation caused a lot of distrust on the whole floor across all departments.7. SOM Daryl is never at work . Check the footage8 . Meenita gave all the new Indian colored and white agents from wave 12 weekends off. This caused a lot of racial tension, something we have never experienced before at Outworx there is no ******.9. Beverly constantly favoring male TLs and covering for them10. Lots of favoritism in terms of hiring TLs and operations. The DM post that Denver has was never advertised. Why do we have 3 DM’s but work is still taking forever to get done.11. The JDM post for Shaylin was promised to Mohammed even though his performance as a TL is so poor. Just cause he’s Sebastian’s friend. We love Shaylin he represents us and fights for us as agents.12. August leaderboard is not correct in terms of Team leader ranking. Normally Mxo does the leaderboard and sends it out. Sebastian cooked the stats for Mohammed to end up 3rd on the leaderboard. They counted the stats for some of his agents on HHD.13. Sebastian didn’t send out the contracts for wave 12 on time so most of them resigned. Due to pay queries. They called the agents back and one agent Gwen came back with a position of “centrical administrator “ this is questionable because she also resigned cause Sebastian broke compliance by putting on her password on her laptop just so he could get to her payslip. Gwen told Londa but somehow they managed to cover it up . Sebastian should have been dismissed. 14. Bev doesn’t follow correct disciplinary procedures. An agent from Customer service complained and she said find anything we can use to fire her.15. Nicole was on final written warning for resetting but she still came back from her first DE17. Customer service has only 1 SME who knows the product.18. How can you put VOC as a gateway for commission when you know the guests calling in are already angry and irate. This is setting agents up for failure. We lost a good agent because of that. Thabisile nxele she even came back after maternity leave and she was performing on Res sales. The commission structure should be reviewed. CS went from 40 agents to 26. Which is now causing problems for group desk. There should be 10 agents but there’s 9 as one agent was promoted to TL. They are currently understaffed but now 4 of their agents have to do HRCC calls, Customer service calls and group desk. They already don’t operate on weekends so when exactly are they supposed to make group desk sales?19. Group desk keeps rewarding the same people who are doing *****. Calls aren’t recorded when they call the guests . All calls should be recorded20. They should all work the same shift and rotate times to be fair for everyone21. We have been fighting a constant battle with QA Beverly is aware of that. But now QA is a gateway for commission this is ridiculous. Do you want agents to succeed and be happy or you are interested in cutting costs only. Nobody will be earning commission and a lot of the agents were present at the huntswood open day on Saturday 21 September. At the end of the day we are all here for money and if we don’t make the most we will leave.22. Lots of *****ing going on, I know that Outworx takes care of its employees. Only management are getting free energy drinks and snacks while we are working hard. Why don’t we also get free energy drinks. We don’t even get sweets anymore.23. Please investigate incentives in the form of PlayStation. Sebastian, Beverly “won” them but what was the winning criterion? 8 TV’s were bought last year for the final quarter awards but only 2 agents and a TL won. Where are the other TVs?23. Wave 14 Male tale verbally abused agent during side by side coaching. He made another agent with dreadlocks in his team cry. Every time the agents go to Sebastian to complain, he gives them sweets and sends them back to the dictator unprotected.25. Why don’t we have an agent to apply for visas for agents. Every year it’s only management that gets to attend Hilton hometown. It’s supposed to be for the hardworking agents. This year 0 agents went. We have to do it the same way Capetown does it. 26. If management is not scheduling last minute awards that they force us to attend, they are taking 8 months to prepare and sign off bonus structures. First we were waiting for projects and then document controllers. Excuse after excuse why can they efficiently do their jobs just like how we come to everyday and meet our stats.27. Nobody engages and speaks to the agents like Copeland did. If people perform well or win incentives he would announce publicly so we all got to learn each others names. He fostered team spirit and unity . Now the waves are truly divided and there’s no mingling . Why did you stop introducing new hires and welcoming them to the floor?
We love our jobs but the ***** and favoritism really make it difficult to have a conducive environment. If you are Indian or colored, whatever leave you ask for you will get. For black agents they even want a death certificate or wedding invitation. Leave is our right and we are entitled to it by South African law. This thing of leave being declined due to capacity is absurd. We have life outside of work. Also don’t tell us 3 days beforehand that it’s been declined when we app**** 3 weeks in advance.
1.75% of the Team leaders are external. Don’t know the brand nor the product. What happened to hiring internally ? Since Copeland left , Sebastian has filled the place up with all his uneducated cronies that don’t know the product. How teams perform if their leaders don’t know what they are doing. In the last quarter only we have 3 new leaders promoted from existing staff and 7 new external leaders.2. On the matter of TL’s a lot if not most are Sebastian’s friends.3. TL’s are absent disappear for weeks leaving teams with no support.4. Sadia, TL was on maternity leave came back and refused to go back to her customer service team. Instead wants HRCC but she has poor performance no TL skills at all. 5. New TL for wave 14 is abusive and micro managers his team. He makes his team take 30min lunches as punishment for poor performance. That’s *******6. What happened to Outworx recruitment processes new TL’s can barely speak English7. Not enough floor support8.Promoting SME’s that haven’t been dialing HRCC for months . How are the new waves supposed to learn ? Waves 9-12 3 HHD SME’s.9. Nobody is supervising team leaders to check if they are actually doing their work. Extended lunch breaks, lots of non compliance, not coaching agents just firing them.10. Mxo had wave 9 and 10 team which was responsible for most of the *****. ***** era escalated once Copeland left. There’s no respectable authority figure left in management. Nobody investigated him just firing agents once they are caught. But Sthabile and Londa had the same team and they never committed *****.4. Low attrition due to agents being fired without any coaching, siphephelo wave 9 lihle wave 9 , athenkosi wave 12. Bridget wave 4 fired for voc. Why not put her back HRCC instead of cs as she was always a top performer. 5. Lack of product knowledge from learning and development. How can agents come on the floor without knowing how to transfer a call or how to use resmart?6. Learning and Development do not assist agents during OJT. They sit on the podium and watch hands being raised until a tenured agents assist.7. Learning and a Development do not want to take any advice from the SME’s but the SME can see the learning gap when assisting agents.8. Agents are constantly changing Team leaders every month. And changing shift times. No stability how are they supposed to grow?9. Putting agents in one team on different shifts. When are they supposed to do coaching if they don’t see their TL?10. TL’s need to do a calibration session once a week.11. Agents getting fired for making mistakes on things they don’t know about. We signed several memos about booking multiple rooms yet there is no concise method. You use your discretion but you can still get fired for it. Just like Nicole and Fundi. Please iron out the correct steps in writing. How many rooms can we book on one call, under an established room block. We need help 12. Signing of memo’swhile on the dialer . How are we supposed to remember what we are signing and the reason? Information overload.13. The newer TL’s lack product knowledge and cannot assist their agents. Copeland used to say 1 SME for every 50 agents.14. Rewarding agents for *****. Both first and second quarter awards only people who manipulating the system for personal gain were winning that’s discouraging to hard workers whose stats are honest representation. Night AHT with low calls, resetting , unnecessary holds, canceling and rebooking so many times.
Management1. Bev does not discipline her staff. Let’s a lot of things slide to protect her them.2. Bev is always doing Sebastian and Meenita’s work that’s why she’s overwhelmed and struggles to keep the campaign running.3. Sebastian sleeping with the infamous agent Nicole who also slept with Mohammed a TL. What happened to conflict of interest?4. Nicole was suspended for call avoidance and attended a DE but she won the case. Another agent Minenhle and Athenkosi were suspended and fired for the same thing.5. Nicole returned to work with a *****ulent doctor’s note with the incorrect last name but she stayed at work. Numerous agents were let go for the same reason.2. Nicole booked multiple rooms and her TL put through an incident report but Denver didn’t want to send it through cause they were still finding a way to protect Nicole. This whole situation caused a lot of distrust on the whole floor across all departments.7. SOM Daryl is never at work . Check the footage8 . Meenita gave all the new Indian colored and white agents from wave 12 weekends off. This caused a lot of racial tension, something we have never experienced before at Outworx there is no ******.9. Beverly constantly favoring male TLs and covering for them10. Lots of favoritism in terms of hiring TLs and operations. The DM post that Denver has was never advertised. Why do we have 3 DM’s but work is still taking forever to get done.11. The JDM post for Shaylin was promised to Mohammed even though his performance as a TL is so poor. Just cause he’s Sebastian’s friend. We love Shaylin he represents us and fights for us as agents.12. August leaderboard is not correct in terms of Team leader ranking. Normally Mxo does the leaderboard and sends it out. Sebastian cooked the stats for Mohammed to end up 3rd on the leaderboard. They counted the stats for some of his agents on HHD.13. Sebastian didn’t send out the contracts for wave 12 on time so most of them resigned. Due to pay queries. They called the agents back and one agent Gwen came back with a position of “centrical administrator “ this is questionable because she also resigned cause Sebastian broke compliance by putting on her password on her laptop just so he could get to her payslip. Gwen told Londa but somehow they managed to cover it up . Sebastian should have been dismissed. 14. Bev doesn’t follow correct disciplinary procedures. An agent from Customer service complained and she said find anything we can use to fire her.15. Nicole was on final written warning for resetting but she still came back from her first DE17. Customer service has only 1 SME who knows the product.18. How can you put VOC as a gateway for commission when you know the guests calling in are already angry and irate. This is setting agents up for failure. We lost a good agent because of that. Thabisile nxele she even came back after maternity leave and she was performing on Res sales. The commission structure should be reviewed. CS went from 40 agents to 26. Which is now causing problems for group desk. There should be 10 agents but there’s 9 as one agent was promoted to TL. They are currently understaffed but now 4 of their agents have to do HRCC calls, Customer service calls and group desk. They already don’t operate on weekends so when exactly are they supposed to make group desk sales?19. Group desk keeps rewarding the same people who are doing *****. Calls aren’t recorded when they call the guests . All calls should be recorded20. They should all work the same shift and rotate times to be fair for everyone21. We have been fighting a constant battle with QA Beverly is aware of that. But now QA is a gateway for commission this is ridiculous. Do you want agents to succeed and be happy or you are interested in cutting costs only. Nobody will be earning commission and a lot of the agents were present at the huntswood open day on Saturday 21 September. At the end of the day we are all here for money and if we don’t make the most we will leave.22. Lots of *****ing going on, I know that Outworx takes care of its employees. Only management are getting free energy drinks and snacks while we are working hard. Why don’t we also get free energy drinks. We don’t even get sweets anymore.23. Please investigate incentives in the form of PlayStation. Sebastian, Beverly “won” them but what was the winning criterion? 8 TV’s were bought last year for the final quarter awards but only 2 agents and a TL won. Where are the other TVs?23. Wave 14 Male tale verbally abused agent during side by side coaching. He made another agent with dreadlocks in his team cry. Every time the agents go to Sebastian to complain, he gives them sweets and sends them back to the dictator unprotected.25. Why don’t we have an agent to apply for visas for agents. Every year it’s only management that gets to attend Hilton hometown. It’s supposed to be for the hardworking agents. This year 0 agents went. We have to do it the same way Capetown does it. 26. If management is not scheduling last minute awards that they force us to attend, they are taking 8 months to prepare and sign off bonus structures. First we were waiting for projects and then document controllers. Excuse after excuse why can they efficiently do their jobs just like how we come to everyday and meet our stats.27. Nobody engages and speaks to the agents like Copeland did. If people perform well or win incentives he would announce publicly so we all got to learn each others names. He fostered team spirit and unity . Now the waves are truly divided and there’s no mingling . Why did you stop introducing new hires and welcoming them to the floor?
We love our jobs but the ***** and favoritism really make it difficult to have a conducive environment. If you are Indian or colored, whatever leave you ask for you will get. For black agents they even want a death certificate or wedding invitation. Leave is our right and we are entitled to it by South African law. This thing of leave being declined due to capacity is absurd. We have life outside of work. Also don’t tell us 3 days beforehand that it’s been declined when we app**** 3 weeks in advance.
SG
Stacy G's update15 Oct 2024, 07:50
Reviewer Update
Reasons why the campaign is failing:
1.75% of the Team leaders are external. Don’t know the brand nor the product. What happened to hiring internally ? Since Copeland left , Sebastian has filled the place up with all his uneducated cronies that don’t know the product. How teams perform if their leaders don’t know what they are doing. In the last quarter only we have 3 new leaders promoted from existing staff and 7 new external leaders.2. On the matter of TL’s a lot if not most are Sebastian’s friends.3. TL’s are absent disappear for weeks leaving teams with no support.4. Sadia, TL was on maternity leave came back and refused to go back to her customer service team. Instead wants HRCC but she has poor performance no TL skills at all. 5. New TL for wave 14 is abusive and micro managers his team. He makes his team take 30min lunches as punishment for poor performance. That’s *******6. What happened to Outworx recruitment processes new TL’s can barely speak English7. Not enough floor support8.Promoting SME’s that haven’t been dialing HRCC for months . How are the new waves supposed to learn ? Waves 9-12 3 HHD SME’s.9. Nobody is supervising team leaders to check if they are actually doing their work. Extended lunch breaks, lots of non compliance, not coaching agents just firing them.10. Mxo had wave 9 and 10 team which was responsible for most of the *****. ***** era escalated once Copeland left. There’s no respectable authority figure left in management. Nobody investigated him just firing agents once they are caught. But Sthabile and Londa had the same team and they never committed *****.4. Low attrition due to agents being fired without any coaching, siphephelo wave 9 lihle wave 9 , athenkosi wave 12. Bridget wave 4 fired for voc. Why not put her back HRCC instead of cs as she was always a top performer. 5. Lack of product knowledge from learning and development. How can agents come on the floor without knowing how to transfer a call or how to use resmart?6. Learning and Development do not assist agents during OJT. They sit on the podium and watch hands being raised until a tenured agents assist.7. Learning and a Development do not want to take any advice from the SME’s but the SME can see the learning gap when assisting agents.8. Agents are constantly changing Team leaders every month. And changing shift times. No stability how are they supposed to grow?9. Putting agents in one team on different shifts. When are they supposed to do coaching if they don’t see their TL?10. TL’s need to do a calibration session once a week.11. Agents getting fired for making mistakes on things they don’t know about. We signed several memos about booking multiple rooms yet there is no concise method. You use your discretion but you can still get fired for it. Just like Nicole and Fundi. Please iron out the correct steps in writing. How many rooms can we book on one call, under an established room block. We need help 12. Signing of memo’swhile on the dialer . How are we supposed to remember what we are signing and the reason? Information overload.13. The newer TL’s lack product knowledge and cannot assist their agents. Copeland used to say 1 SME for every 50 agents.14. Rewarding agents for *****. Both first and second quarter awards only people who manipulating the system for personal gain were winning that’s discouraging to hard workers whose stats are honest representation. Night AHT with low calls, resetting , unnecessary holds, canceling and rebooking so many times.
Management1. Bev does not discipline her staff. Let’s a lot of things slide to protect her them.2. Bev is always doing Sebastian and Meenita’s work that’s why she’s overwhelmed and struggles to keep the campaign running.3. Sebastian sleeping with the infamous agent Nicole who also slept with Mohammed a TL. What happened to conflict of interest?4. Nicole was suspended for call avoidance and attended a DE but she won the case. Another agent Minenhle and Athenkosi were suspended and fired for the same thing.5. Nicole returned to work with a *****ulent doctor’s note with the incorrect last name but she stayed at work. Numerous agents were let go for the same reason.2. Nicole booked multiple rooms and her TL put through an incident report but Denver didn’t want to send it through cause they were still finding a way to protect Nicole. This whole situation caused a lot of distrust on the whole floor across all departments.7. SOM Daryl is never at work . Check the footage8 . Meenita gave all the new Indian colored and white agents from wave 12 weekends off. This caused a lot of racial tension, something we have never experienced before at Outworx there is no ******.9. Beverly constantly favoring male TLs and covering for them10. Lots of favoritism in terms of hiring TLs and operations. The DM post that Denver has was never advertised. Why do we have 3 DM’s but work is still taking forever to get done.11. The JDM post for Shaylin was promised to Mohammed even though his performance as a TL is so poor. Just cause he’s Sebastian’s friend. We love Shaylin he represents us and fights for us as agents.12. August leaderboard is not correct in terms of Team leader ranking. Normally Mxo does the leaderboard and sends it out. Sebastian cooked the stats for Mohammed to end up 3rd on the leaderboard. They counted the stats for some of his agents on HHD.13. Sebastian didn’t send out the contracts for wave 12 on time so most of them resigned. Due to pay queries. They called the agents back and one agent Gwen came back with a position of “centrical administrator “ this is questionable because she also resigned cause Sebastian broke compliance by putting on her password on her laptop just so he could get to her payslip. Gwen told Londa but somehow they managed to cover it up . Sebastian should have been dismissed. 14. Bev doesn’t follow correct disciplinary procedures. An agent from Customer service complained and she said find anything we can use to fire her.15. Nicole was on final written warning for resetting but she still came back from her first DE17. Customer service has only 1 SME who knows the product.18. How can you put VOC as a gateway for commission when you know the guests calling in are already angry and irate. This is setting agents up for failure. We lost a good agent because of that. Thabisile nxele she even came back after maternity leave and she was performing on Res sales. The commission structure should be reviewed. CS went from 40 agents to 26. Which is now causing problems for group desk. There should be 10 agents but there’s 9 as one agent was promoted to TL. They are currently understaffed but now 4 of their agents have to do HRCC calls, Customer service calls and group desk. They already don’t operate on weekends so when exactly are they supposed to make group desk sales?19. Group desk keeps rewarding the same people who are doing *****. Calls aren’t recorded when they call the guests . All calls should be recorded20. They should all work the same shift and rotate times to be fair for everyone21. We have been fighting a constant battle with QA Beverly is aware of that. But now QA is a gateway for commission this is ridiculous. Do you want agents to succeed and be happy or you are interested in cutting costs only. Nobody will be earning commission and a lot of the agents were present at the huntswood open day on Saturday 21 September. At the end of the day we are all here for money and if we don’t make the most we will leave.22. Lots of *****ing going on, I know that Outworx takes care of its employees. Only management are getting free energy drinks and snacks while we are working hard. Why don’t we also get free energy drinks. We don’t even get sweets anymore.23. Please investigate incentives in the form of PlayStation. Sebastian, Beverly “won” them but what was the winning criterion? 8 TV’s were bought last year for the final quarter awards but only 2 agents and a TL won. Where are the other TVs?23. Wave 14 Male tale verbally abused agent during side by side coaching. He made another agent with dreadlocks in his team cry. Every time the agents go to Sebastian to complain, he gives them sweets and sends them back to the dictator unprotected.25. Why don’t we have an agent to apply for visas for agents. Every year it’s only management that gets to attend Hilton hometown. It’s supposed to be for the hardworking agents. This year 0 agents went. We have to do it the same way Capetown does it. 26. If management is not scheduling last minute awards that they force us to attend, they are taking 8 months to prepare and sign off bonus structures. First we were waiting for projects and then document controllers. Excuse after excuse why can they efficiently do their jobs just like how we come to everyday and meet our stats.27. Nobody engages and speaks to the agents like Copeland did. If people perform well or win incentives he would announce publicly so we all got to learn each others names. He fostered team spirit and unity . Now the waves are truly divided and there’s no mingling . Why did you stop introducing new hires and welcoming them to the floor?
We love our jobs but the ***** and favoritism really make it difficult to have a conducive environment. If you are Indian or colored, whatever leave you ask for you will get. For black agents they even want a death certificate or wedding invitation. Leave is our right and we are entitled to it by South African law. This thing of leave being declined due to capacity is absurd. We have life outside of work. Also don’t tell us 3 days beforehand that it’s been declined when we app**** 3 weeks in advance.
1.75% of the Team leaders are external. Don’t know the brand nor the product. What happened to hiring internally ? Since Copeland left , Sebastian has filled the place up with all his uneducated cronies that don’t know the product. How teams perform if their leaders don’t know what they are doing. In the last quarter only we have 3 new leaders promoted from existing staff and 7 new external leaders.2. On the matter of TL’s a lot if not most are Sebastian’s friends.3. TL’s are absent disappear for weeks leaving teams with no support.4. Sadia, TL was on maternity leave came back and refused to go back to her customer service team. Instead wants HRCC but she has poor performance no TL skills at all. 5. New TL for wave 14 is abusive and micro managers his team. He makes his team take 30min lunches as punishment for poor performance. That’s *******6. What happened to Outworx recruitment processes new TL’s can barely speak English7. Not enough floor support8.Promoting SME’s that haven’t been dialing HRCC for months . How are the new waves supposed to learn ? Waves 9-12 3 HHD SME’s.9. Nobody is supervising team leaders to check if they are actually doing their work. Extended lunch breaks, lots of non compliance, not coaching agents just firing them.10. Mxo had wave 9 and 10 team which was responsible for most of the *****. ***** era escalated once Copeland left. There’s no respectable authority figure left in management. Nobody investigated him just firing agents once they are caught. But Sthabile and Londa had the same team and they never committed *****.4. Low attrition due to agents being fired without any coaching, siphephelo wave 9 lihle wave 9 , athenkosi wave 12. Bridget wave 4 fired for voc. Why not put her back HRCC instead of cs as she was always a top performer. 5. Lack of product knowledge from learning and development. How can agents come on the floor without knowing how to transfer a call or how to use resmart?6. Learning and Development do not assist agents during OJT. They sit on the podium and watch hands being raised until a tenured agents assist.7. Learning and a Development do not want to take any advice from the SME’s but the SME can see the learning gap when assisting agents.8. Agents are constantly changing Team leaders every month. And changing shift times. No stability how are they supposed to grow?9. Putting agents in one team on different shifts. When are they supposed to do coaching if they don’t see their TL?10. TL’s need to do a calibration session once a week.11. Agents getting fired for making mistakes on things they don’t know about. We signed several memos about booking multiple rooms yet there is no concise method. You use your discretion but you can still get fired for it. Just like Nicole and Fundi. Please iron out the correct steps in writing. How many rooms can we book on one call, under an established room block. We need help 12. Signing of memo’swhile on the dialer . How are we supposed to remember what we are signing and the reason? Information overload.13. The newer TL’s lack product knowledge and cannot assist their agents. Copeland used to say 1 SME for every 50 agents.14. Rewarding agents for *****. Both first and second quarter awards only people who manipulating the system for personal gain were winning that’s discouraging to hard workers whose stats are honest representation. Night AHT with low calls, resetting , unnecessary holds, canceling and rebooking so many times.
Management1. Bev does not discipline her staff. Let’s a lot of things slide to protect her them.2. Bev is always doing Sebastian and Meenita’s work that’s why she’s overwhelmed and struggles to keep the campaign running.3. Sebastian sleeping with the infamous agent Nicole who also slept with Mohammed a TL. What happened to conflict of interest?4. Nicole was suspended for call avoidance and attended a DE but she won the case. Another agent Minenhle and Athenkosi were suspended and fired for the same thing.5. Nicole returned to work with a *****ulent doctor’s note with the incorrect last name but she stayed at work. Numerous agents were let go for the same reason.2. Nicole booked multiple rooms and her TL put through an incident report but Denver didn’t want to send it through cause they were still finding a way to protect Nicole. This whole situation caused a lot of distrust on the whole floor across all departments.7. SOM Daryl is never at work . Check the footage8 . Meenita gave all the new Indian colored and white agents from wave 12 weekends off. This caused a lot of racial tension, something we have never experienced before at Outworx there is no ******.9. Beverly constantly favoring male TLs and covering for them10. Lots of favoritism in terms of hiring TLs and operations. The DM post that Denver has was never advertised. Why do we have 3 DM’s but work is still taking forever to get done.11. The JDM post for Shaylin was promised to Mohammed even though his performance as a TL is so poor. Just cause he’s Sebastian’s friend. We love Shaylin he represents us and fights for us as agents.12. August leaderboard is not correct in terms of Team leader ranking. Normally Mxo does the leaderboard and sends it out. Sebastian cooked the stats for Mohammed to end up 3rd on the leaderboard. They counted the stats for some of his agents on HHD.13. Sebastian didn’t send out the contracts for wave 12 on time so most of them resigned. Due to pay queries. They called the agents back and one agent Gwen came back with a position of “centrical administrator “ this is questionable because she also resigned cause Sebastian broke compliance by putting on her password on her laptop just so he could get to her payslip. Gwen told Londa but somehow they managed to cover it up . Sebastian should have been dismissed. 14. Bev doesn’t follow correct disciplinary procedures. An agent from Customer service complained and she said find anything we can use to fire her.15. Nicole was on final written warning for resetting but she still came back from her first DE17. Customer service has only 1 SME who knows the product.18. How can you put VOC as a gateway for commission when you know the guests calling in are already angry and irate. This is setting agents up for failure. We lost a good agent because of that. Thabisile nxele she even came back after maternity leave and she was performing on Res sales. The commission structure should be reviewed. CS went from 40 agents to 26. Which is now causing problems for group desk. There should be 10 agents but there’s 9 as one agent was promoted to TL. They are currently understaffed but now 4 of their agents have to do HRCC calls, Customer service calls and group desk. They already don’t operate on weekends so when exactly are they supposed to make group desk sales?19. Group desk keeps rewarding the same people who are doing *****. Calls aren’t recorded when they call the guests . All calls should be recorded20. They should all work the same shift and rotate times to be fair for everyone21. We have been fighting a constant battle with QA Beverly is aware of that. But now QA is a gateway for commission this is ridiculous. Do you want agents to succeed and be happy or you are interested in cutting costs only. Nobody will be earning commission and a lot of the agents were present at the huntswood open day on Saturday 21 September. At the end of the day we are all here for money and if we don’t make the most we will leave.22. Lots of *****ing going on, I know that Outworx takes care of its employees. Only management are getting free energy drinks and snacks while we are working hard. Why don’t we also get free energy drinks. We don’t even get sweets anymore.23. Please investigate incentives in the form of PlayStation. Sebastian, Beverly “won” them but what was the winning criterion? 8 TV’s were bought last year for the final quarter awards but only 2 agents and a TL won. Where are the other TVs?23. Wave 14 Male tale verbally abused agent during side by side coaching. He made another agent with dreadlocks in his team cry. Every time the agents go to Sebastian to complain, he gives them sweets and sends them back to the dictator unprotected.25. Why don’t we have an agent to apply for visas for agents. Every year it’s only management that gets to attend Hilton hometown. It’s supposed to be for the hardworking agents. This year 0 agents went. We have to do it the same way Capetown does it. 26. If management is not scheduling last minute awards that they force us to attend, they are taking 8 months to prepare and sign off bonus structures. First we were waiting for projects and then document controllers. Excuse after excuse why can they efficiently do their jobs just like how we come to everyday and meet our stats.27. Nobody engages and speaks to the agents like Copeland did. If people perform well or win incentives he would announce publicly so we all got to learn each others names. He fostered team spirit and unity . Now the waves are truly divided and there’s no mingling . Why did you stop introducing new hires and welcoming them to the floor?
We love our jobs but the ***** and favoritism really make it difficult to have a conducive environment. If you are Indian or colored, whatever leave you ask for you will get. For black agents they even want a death certificate or wedding invitation. Leave is our right and we are entitled to it by South African law. This thing of leave being declined due to capacity is absurd. We have life outside of work. Also don’t tell us 3 days beforehand that it’s been declined when we app**** 3 weeks in advance.