Pros
•Competitive pay and benefits compared to similar roles in the industry.
•Strong direct leadership at the manager level. Many frontline leaders genuinely care about their teams, invest in employee development, and do their best to support agents despite broader organizational challenges.
•Opportunity to gain experience in a fast-paced environment and develop transferable skills.
Kontras
•Work-life balance is poor, and expectations often extend well beyond normal working hours.
•The 'Transformation' significantly shifted the culture away from employee development toward a heavy metrics-driven environment. Some leaders brought in during this period, especially Charl, have been particularly associated with a more transactional, numbers-first approach that negatively impacted morale and trust.
•Employee feedback is regularly solicited but rarely acted upon, leaving many teams feeling unheard.
•High performers are frequently rewarded with additional work instead of additional support or advancement.
•Turnover has become the norm, resulting in constant loss of experienced talent and placing even more pressure on those who remain.
•Senior leadership often feels disconnected from the day-to-day realities of frontline employees, making decisions without fully understanding their operational impact.
•There are recurring concerns among employees about professionalism, consistency, and favoritism within senior leadership, which has negatively affected trust and morale.
•Ongoing uncertainty about job security, with frequent restructuring creating a constant sense of instability and anxiety around unexpected meetings.