call center supervisor

customer service representative

administrative assistant

quality assurance analyst

operations manager

Global Contact Services

I am anything but a disgruntled employee, I respectively handed in my letter of resignation which made the director nearly fall out of their chair. Not because I was leaving, but because apparently no one had ever made the effort of doing that before. 

I tried my absolute hardest to stick it out with GCS. Having to deal with the clientele was challenging but nothing I could not handle. I had my good days and bad ones as with any job, but it was my co-workers, and believe it or not, the management who were hostile, unfriendly, and hooked on drugs. They've made many inappropriate personal comments to me, and behind my back to fellow employees, as well as spreading rumors about other people within the workplace to me. While I worked there, one of the head managers was fired because he was an active heroin addict and his drug dealer came into the building asking around for him, and telling people that he had come to collect a debt owed to him by said ex- manager. 

What really broke the camel's back for me was when we were made aware that there was a bedbugs problem throughout our working area. Notice I say, made aware, not told. The only reason it was brought up was because one of new hires was bitten by one, and she made a scene by going to management. Shortly after that reluctantly we were given tips on how to prevent getting bitten, such as: douse ourselves with 70% rubbing alcohol daily, and come to work with large plastic bags to cover our seats with, and to place our belongings into. Finally we were told that if we still wanted to work for the company we would just have to "deal with it," because no one, meaning the management, felt the need to take care of the issue. I was absolutely mortified! 

Following the event of seeing an employee smoking drugs in the staircase, during my lunch break I wrote up my letter, and was out of that horribly despicable environment for good. What a very scary, and shocking experience!

I do work for GCS. I will say that the company is in desperate need for professionalism. I have worked many jobs in various work environments and never in my life have I seen such a disorganized environment where the employees suffer the way that they do. 
Why is that a person has to wait on list to be seated just to do a job that they are supposedly getting paid for? Why is that management can't hire smart people who are willing to go against the grain to move company forward instead of hiring so called ghetto street people who seem to plague the work culture and then fire the very people they loathe and continue the process repeatedly. Why is that the Supervisors only want to do the basics of the job and not go above and beyond to really help the agents out when really necessary. I should not have to hear that dreadful recording during the busiest time of day, "there are no Supervisors logged into blah, blah, blah." Does that make ANY sense??  Most importantly this job is very stressful, listening to Access-A-Ride (AAR) people complain about their vehicles not arriving at their location is enough, but to consistently keep current notes in the system and to hear horror stories of how passengers are stranded is enough for anyone to go bonkers. And for that the agents should be paid fairly for a days pay.
Something is just very wrong with this place. GCS could be a place that people can work, thrive and be promoted with good pay. But in order for the company to move forward they have to be a lot more strategic in their business practices and be willing to be open to new possibilities.

This company is just bad, and honestly there is really no saving it. As some one who is still currently working here, I just want to put out there that the other reviewers are not just disgruntled former employees. The experiences mentioned are what I to have experienced first hand at this company and still do till this day. There is a reason why their retention rate is so abysmal and they need to hire so many people every month. Don't let the idea of working from home entice you, its not worth it.

The company itself is just inept, the system they use is archaic, subpar and issue prone. They require you to use your own personal cell phone and computer for this job. The training is subpar and lacking, with many gaps you will have to fill yourself once your working live on the system.

There is absolutely no support, good luck getting into contact with your assigned manager or HR. Issue with your paycheck? don't worry it will never be fixed.
The supervisors that work here, would not be supervisors anyplace else. The work environment is very hostile. From trainers casually threatening to fire trainees, to managers berating associates. Please save yourself the stress and just apply to work someplace else. I plan to leave here soon myself, and if I can save one person from even walking through the door here I'm happy.


As far as low level supervisors and management also Upper management and tech teams. Are in the wrong positions to lead . Dispectful and not truthful with employees . Never a compliment only negative misguided complaints about staff . Concerns and communications to and about the work system and supervisors and demeaning approach and speech from tech team and direct supervisors or any supervisors to HR and management are overlooked. But the agent gets blame for things not in their control.  My job was fulling only to the point that I know in my heart I gave good customer service to the clients with empathy and respect.  But wouldn't recommend GCS access-a-ride remote or on-site to Not even an enemy. Training team Dr. O . And Soloman are very good teachers that's the beginning. But the work environment is Toxic and Hostile. NYCTA needs to survey employees about the environment at GCS and make changes swiftly at LIC office. and HR at GCS needs an overhaul.  I know exactly what im saying with many years of customer service experience and management.  Someone please help make things respectable for the employees left behind please !!  

Fast paced.  Detail oriented.  I learned how to deal with irate customers and to sell products to them and to talk to customers on their level (i.e., fast talker, slow talker, business employer, single young adult).  I learned how to find a benefit out of a bad product and to be able to sell on that.  Management was easy to get along with except for receptionist who handled overall vacation, attendance and personal issues for she was discriminatory.  If you were a good employee and spoke to her, she would stand up for you.  If you were an quiet employee she was critical of you and dismiss you.  Immediate bosses would not comply to instructions given by upper management and were discriminatory to employees if you were black or older.  Co-workers were easy to get along with, very helpful, fun.  The hardest part of the job was you had to stay in your seat for 8 hours straight.  If you had to go to a meeting, you were not paid.  If you had to go to the bathroom, you were not paid.  Management let you get away with anything and hours were not stable.  The most enjoyable was the comradeship of the co-workers.

Basically when I started I was fresh to the data entry/payroll game but I knew how to use all the programs it listed. The person who was supposed to train me basically didn't. Therefore I had to wing it and did a pretty great job of that all on my own.
I would come in daily, fill out the previous days sales and sales for that day. If I was really behind (which hardly happened) I would be doing sales for the day previous to the previous day. But always managed to get it done and have time for filing and organizing (which this company very much needed help in).
The hardest part of the job I would say was when management would pop in kind of make it hard on everybody. Never really any positive reinforcement which is, in my opinion, something people need to hear every once in awhile. I am all about constructive feedback but it wasn't presented in that manner. I really enjoyed the people I worked with other than that and made some long lasting friendships. 
And even though I knew a lot about the programs I used I ended up learning new things that helped me become more efficient and organized in the long run.

A typical day at work would be a little Mayheim, because of the many employees and new hireess there arent enough seats for people to sit and begin work. Ive learned a great deal of patience and staying level headed because at times its more of the Employess & Supervisors that'll try to steal your joy than the customers you talk to. Some Managers that were promoted to move up in rank i truly dont think it was the best idea some played favoritism towards employess & did their own thing a move up in position just gave them more authority and a title. Cant say much about the co workers i stayed to myself and did what i  was suppose to do but the team that i did stay in contact with was great, i enjoyed my work team with no complaints. Hardest part of the job was finding a seat to claim yours for the whole work day without having to keep getting up looking for another seat. The most enjoyable would have to be team meetings!! I enjoyed them because everyone got a chance to share something new which meant you learned, as well getting all the new updated information about the company & any benefits or good deals or plans for us.

Must sign on 15 minutes before your shift to be ready for your actual start time.  Remote sign in using your own device.  Received a call every 1.5 minutes during an 8 hour shift on average. Expected to complete the call in less than 3 minutes. Creating new trips , inquiring about trips, and giving any info needed by customer. Calling vendors inquiring about ride. Reaching out to supervisors' line to get approval for same day trips.  This management is the worst I have ever experienced in my work life.  Unresponsive, nasty attitudes when you finally did get any form of a supervisor.  Hr and payroll sucks also.  I had vacation time that I kept requesting and was never paid.  I took the time when it was approved and then didn't get paid.  Asked about that often.  Nasty customers allowed to continue their behavior without consequence. Quit because I couldn't take the verbal abuse.  Got called a b!÷@h last day when I quit.  I kept asking for a break.  I need a job, but not that job. Under paid and never received my vacation pay. 

What is the best part of working at the company?
I worked remote so staying at home was the best part

What is the most stressful part about working at the company?
The dumb rules, the dumb people that are in charge of running the place. Some have stick up you know where and can't do a good job themselves. They don't care to help clients, the drivers are different companies, they either don't  show up to pick up clients, show up late or don't wait and leave them and the representatives who actually answers calls have to have the clients screaming at them.

What is the work environment and culture like at the company?
Hectic, stressful and exhausting. You would think answering calls is easy. You stay there long enough and you'll see

What is a typical day like for you at the company?
Slow days are the best but the busy days. Answering back to back calls, you have to be on hold for 10+ minutes but you pray for someone to put you on hold to get a break.

A typical day begins with a call volume in the queue of 80+ trying to locate AAR vehicles for passengers or general inquiries. I've learned to excel my typing speed as well as become a better data entry worker, as well as, expounding more into Microsoft Excel. Management have a "open door policy" and are willing to engage with you beyond a work level. Co-workers are fun & make the shift go by fast, plus their willing to help when needed. When the queue gets into the triple digits and there's not enough people on the floor to make accommodate the call volume. I enjoy the knowledge of MTA services and Access-A-Ride services I've accumulated thus far that'll make me an asset in any other company.

Top Job Titles	Average Salary
Call center supervisor 1 salary reported	$20.25 per hour
Customer service representative 5 salaries reported	$16.20 per hour
Administrative assistant 1 salary reported	$13.00 per hour
Quality assurance analyst 2 salaries reported	$15.50 per hour
Operations manager 2 salaries reported	$56,500 per year

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