Politics, glorified meatgrinder - CSA - Customer Service Associate National University Health System Employee Review

The Management is itself is the problem with the NTFGH Group Contact Center This review is specifically for the NTFGH GCC branch. The boss is a micromanaging helicopter who will pull team leads to harass you from behind your desk while working. It is pretty common in the office. At some point in your work, there will be a higher up hovering behind your chair and just standing there motionless and breathing down your neck, arms crossed. Sometimes for legit concerns, but more often than not for no real reason whatsoever. The work is stressful, and there is alot of politics stemming from those in charge. Nowadays its a trend in the office that they starting to flush out all the older veteran staff, which is a very bad idea since experience is what really teaches staff instead of this inadequate training programme.... Those without Diploma don't even bother to apply for call center, Management won't look at people with ITE certs anymore. The management is frustrating, always keep dodging and deflecting responsibility and ruining staff morale. Every single feedback from training to harassment, to improving system is fallen on deaf ears. Always "it is what it is". Until they end up in hot water, then they start moving. Moreover capable leaders and excellent staff have left for better paying jobs already. Management makes no effort to keep people. They want people to leave so they can hide stuff from higher ups, so they can justify turnover rate as nature of the job, instead of leadership issues. Many people got leave because of Leadership problems already. Either they got pushed, or they fed up. Once a month or so, higher management comes down to hear our pleas, can address technical issues, but will not address workplace micromanagement harassment/training/Ad-hoc problems, because the Management can taichi it as a manpower issue, but won't hesitate to push people out. NTFGH GCC does not care about making the system better, treating staff like cattle. The Management definitely takes full advantage of the fast paced environment to keep sweeping things under the rug. Constantly increasing workload, while keeping pay the same. During my time, they actually increased workload of nightshift by 60%-100% permanently in a few weeks. Some night shift staff have already begun to stay for extra unpaid overtime just to make their imaginary quota. Regular staff are subject even more to this thing inside the contract called "Mandatory Overtime." They can flip a switch whenever, and your week will be gone just like that. With so many people leaving, their work will naturally trickle down to those remaining to suffer even more, its a whirlpool of dread. They do hide overtime pay from newer staff in a sneaky way, because they overcomplicate it with physical papers and digital submissions (Which is NOT included in training btw) Various newer staff also fell for this trick initially and lost hours of overtime pay. When asked why we weren't taught, they told me and my newcomer colleague, trainer is to blame, and trainer deny responsibility and nobody is accountable. In the end, just got told "too bad." Lose overtime pay, rookie mistake. Also pay very close attention to "ad-hoc duties" inside your contract. These few words will munch up 1-5 hours of your every day with hospital admin work which DOES NOT contribute to your KPI at all. And level of responsibility is hospital essential service, so those assigned will take on an extremely high responsibility and lose KPI because of it. Those working in other branches like CCK aren't subject to these rules at all. So by working at this hospital effectively, you are definitely working more, doing more things, getting more responsibility and getting paid less. The system is very much against you, you need to learn 3 hospital's rules and all the polyclinic rules in a short amount of time . In addition to that, during peak periods management will push calls, which means they will force your computer to take a call without consent. I have a colleague who messed up a case summary for a patient because they forced a call on him while he was filling it up. Its just a way of saying "KPI matters more than patient safety." He never got punished because they knew it was a real problem, they still won't do anything about it though. Only the remaining nice uncles and aunties are holding this sinking ship together, but I hear they are already planning to leave/retire anyways. Management will just hire more. Just another "real world" job.