epic consultant

Nordic Consulting

A typical day involves logging in to a backlog of tickets left untouched by other agents, while some team members wait exclusively for inbound calls. Workload distribution is inconsistent and not actively managed.

The role requires handling nonstop, back-to-back inbound calls while simultaneously working tickets. Despite this, agents are repeatedly told to “just not think about the calls” as a coping mechanism, rather than leadership addressing staffing, call volume, or workflow design. This reflects a fundamental lack of understanding of quality, cognitive load, and sustainable support operations.

Supervisory approach often relies on pressure and intimidation rather than coaching, with expectations that certain agents absorb the majority of unresolved work.

There are no meaningful growth or advancement opportunities. While career progression has been discussed internally for over a year, no formal program, training path, or promotions have materialized.

The organization prioritizes Nordic’s internal support model over the client’s best interests, resulting in inefficient workflows and poor service outcomes.

Recent changes removed the ability for agents to manage calls independently. Auto-answer was enforced without ring alerts as a blanket response to a few individuals not answering calls, effectively penalizing the entire team rather than addressing performance issues directly.

The company is significantly out of step with modern IT practices. AI tools are not authorized, and there is little appetite for process automation or modernization.

The Service Desk operates with outdated processes and shows no interest in evolving. This is not a forward-thinking environment and feels decades behind current industry standards.

Advice to Management:
Acknowledge cognitive load, modernize service desk workflows, and replace punitive controls with leadership and coaching. Quality cannot be achieved by telling employees to ignore reality.

Advice to Prospective Employees:
If you value sustainable workloads, process improvement, or professional growth, this environment will likely be frustrating.

Nordic Global Consulting is a textbook example of poor & incompetent leadership, insufficient tools, and a scatterbrained approach to consulting. There is very little repeatable guidance in place to ensure clients have the experience and results they expect. The true leadership left the company a couple of years ago, and it has never recovered. Even though they have brought in leadership from other top-tier consulting firms, it is obvious that these resources were released from those companies for a reason. The leadership is incredibly lacking, and there is no infrastructure in place to support the types of projects that the company is attempting to sell in performance improvement. The company also appears to be moving in more of a managed services direction.  It is  amazing how many people come and go within 60 days, even at the Director level. many of the most talented resources have left in 2023, and it is all rooted in the leader ship style that has taken control of performance improvement. As an analyst starting off your career, it may be OK to go and get experience and then move to a firm that will be able to support your career objectives. But as a seasoned  resource, this should not be on your list of places to work. 

The best thing about Nordic are the great people who work there. I work with some of the most talented people in the industry.  I've been at Nordic for three years and I have learned so much from my teammates. No two days are the same which keeps things dynamic. 

The reason for my low score is the leadership at Nordic has dramatically changed. They are no longer a lifestyle company and are very top heavy. In the past, I appreciated the transparency from leadership. I feel leadership has lost focus of what makes Nordic great; being a consultant focused company. The culture took a complete 180 and overall, I feel people are becoming more tense and anxious at work. They also have a huge area of opportunity with communication. They give everyone in my department the same percentage raise even though there are some under producers.

They expect you to do everything at 110% at all times.  You may have been hired as an analyst, but they expect you to be a project manager as well.  If you were hired as a project manager, they expect you to build in addition to project management.  They also expect you to put in 60+ hours of work but only bill 40 hours.

My first project was fine.  The expectations were in line with the definition of the assignment.  The last assignment was a nightmare.  There was crying, cursing, and expectations which were not attainable.  Those who were on the project for a long time were extremely stressed out.  I and another colleague were thrown under the bus.

I don't expect I will ever work for them again.  I would be very leery to work with them again and I think they would be leery to hire me again.

What is the best part of working at the company?
Good wages
Remote
Friendly co- workers

What is the most stressful part about working at the company?
Runs too lean
Management is disconnected
Process agnostic
Management doesn’t communicate 

What is the work environment and culture like at the company?
Used to be a fun place to work. Since the merger, not so much. They offer remote work so that’s good. Management don’t communicate, with staff or each other. No one follows a standardized process for anything. Everyone runs around reinventing the wheel.

What is a typical day like for you at the company?
It vacillates greatly between not enough to do and way too much to get done. Not many micromanagers but also not many concerned enough managers. It’s very haphazard.

The best part of working at Nordic is getting to work with great people. I find my work interesting and challenging, and I've gotten to work with customers all across the country. Recent efforts to expand diversity, equity, and inclusion efforts have been encouraging, but senior leadership remains woefully non-diverse. The benefits are not great (high premiums for health insurance, low 401k matching), and compensation could definitely be better for the industry. They insist they're "competitive" but never say what that means or how that's determined. Taking after-hours calls and being an application lead are not compensated.

Most enjoyable part of working here was with the clients. They were professional and willing to find ways to get things done. Hours had enough flex to get an appointment as needed. There was some work outside of normal hours. Healthcare never sleeps. Job security isn't great (for whatever reason, fact remains it is an issue) and management has done some questionable things. But none of that matters, they have their positions and many skilled, good people have lost theirs. The DEI emphasis made it feel more alienating and non-inclusive/accepting. I can't help but think a lot about the show The Office when I think of Nordic.

A co-worker sed I hit him with my lifft, but Ithink he was just trying to get some money.A typical day at work for me was long and cool, but at the end of the it was vear satisfying knowing that I had did my job . Management was good, and they new that when I come to woek I come to do my job and to give them my best. As for my co-wokers I got along with everone. The hardest part of my job was gitting ready to git in that cool. The most enjoyable part of the job was when we would work as a team and git the job done.

Great Place to work! Consultants are supported effectively by home office staff. The nature of the contract consulting business makes job security an issue, but overall Nordic does an exceptional job finding the best opportunities for the best consultants. Culture and Management is very open, and approachable. Transparent billing, sales, and growth metrics are all published. If you are looking to do HIT consulting, Nordic is a great spot to work.

Typical day: monitoring agents, taking calls, organizing an analyzing metrics, testing processing systems, and client interactions. 

Management went through many changes in my time at Nordic, some culture change but wonderful people and coworkers. 

Work life balance was very difficult being in call and working for a 24 hr desk but always rewarding.
Wonderful excepting work environment and constant ability to grow!!

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