Pros
I love the overall environment. The trainers are good and the colleagues are the best. HR and the management are also kind and understanding. There is a surau provided as well, although it is small, it is still appreciated. You can only work here if you can tolerate being scolded and constantly spoken to harshly.
Cons
Based on my experience, everything is fine except the team leader on the upper floor. The leadership style is toxic, decisions are made without discussion, there’s a lot of scolding, and very little respect. There are backhanded, sarcastic comments almost every day, including unnecessary jabs about Gen Z, which honestly feel unprofessional and tiring. Client expectations are often unrealistic, yet the team leader consistently blames the agents for this, even though it is their responsibility to manage the client and set realistic expectations. If cannot meet expectations, it’s their job to clear things up with clients as others already tried their best. The working environment feels childish and controlling, like a school, with enforced seating arrangements every day. There’s also no safe space to speak up or share opinions. On top of that, agents already have to deal with harsh words from users, but instead of support, the team leader adds more pressure. We’re expected to figure everything out ourselves with minimal guidance, and asking questions is seen as being rude or “kurang ajar.” There is also no OT provided for staying back late to clear backlogs. We often can’t clear them earlier due to back-to-back tasks, and we’re not allowed to take time to clear backlogs before the shift ends. While I understand these are client rules, an experienced team leader should know when to be understanding and supportive of the agents. Instead, agents are scolded for “not doing their best,” even when they already did.