customer service representative

team leader

call center manager

customer service/sales representative

recruiter

Omnicare365

I am a team manager and want to leave my perspective on working here.  Overall, it's a good job and I choose to stay because of the owners, my operations manager (we have a few now, I don't know all of them since we have other verticals of business) and I really love my team.  I am also happy with my pay and have seen the entry level pay drastically improve in the last year.  I have been an agent and a team manager at another call center and was paid significantly less for more work and the work culture was not comparable.  This company strives for a servant leadership style and works with the leaders to meet our cultural expectations.   

As an agent, you can expect to be on calls about 85% of the time.  Your breaks are scheduled because we have call forecasts to meet hourly and even intervals within the hour on same clients.  You will receive coaching on things you do well at and also on behaviors that require improvement, and how.  We interact through Teams or Slack, in-person if you are on site, and through video meetings.  We all have performance goals to meet weekly and monthly (even managers do). Each job has a base pay and either commission or incentives to earn more per hour. The most common and easiest incentive is  attendance.   Daily, managers must speak about performance to executives and Clients so we work closely with our teams.  You will never wonder if you are doing a good job or not. 

Is this the lowest paying call center job?  Not at all.  Is this the highest? No. We are higher than average when comparing to other BPOs, and that's based on my own research.  Do your own homework if you are job hunting.  Read other company reviews.  Figure out what you want in a job and discuss it with the recruiters. 



Recently, our team experienced a layoff handled inconsistently and with a lack of transparency from upper management. Our official last working dates shifted multiple times, creating uncertainty and anxiety among employees. While the company presents itself as having a culture of open communication, this was not reflected in our experience. Even management acknowledged that communication within the organization was lacking.

The company emphasized performance as the key factor in staff reductions, yet many employees had not received formal performance reviews for over three months. When this was brought to their attention, they ultimately decided to finalize staff reductions on February 29th. The reasoning given for these layoffs stemmed from the company’s failure to provide adequate coaching and development, which led to the loss of a major contract with UnitedHealthcare. While cost-cutting measures and outsourcing were cited as primary reasons for the layoffs, the fact that internal employees at UnitedHealthcare retained their positions suggests that this was not the full story. (Please note UHC has laid off half the workforce)

Ultimately, this situation highlighted significant shortcomings in leadership, communication, and employee development. The lack of structured performance evaluations and coaching contributed to the layoffs, yet the responsibility was unfairly placed on employees rather than on the company’s operational mismanagement. Given the circumstances, I had expected better from this organization.

First off, my coworkers are awesome. I've met exactly one bad egg my entire "career" here and it quickly sorted itself out, no thanks to the management or HR teams. Other than that one experience, every coworker there is worth their salt and I'm proud to work with them. However, this has NOT extended to the management. Of course they have courtesy to the minimum extent you need for an office position, but they don't understand the work being done as they themselves have not been on the phones for more than about three hours in the several months I've been here. They also track time in seconds for breaks, which quickly grates on your nerves. They also have an "open feedback" policy to bring forth concerns or improvements to the client in order to provide better service; however these concerns are either stolen and brought to the client as the managers idea or they simply aren't put forward at all, leaving every employee on that line to stew over a problem we had brought attention to for weeks. This alone wouldn't warrant a one star review, but this is couple with the fact that the managers just LIED about upward advancement and tried to sell off a sideways move as a "promotion", which comes with extra responsibility, at least two new programs in addition to the half dozen already worked, no training and no pay raise. Nobody on this line has moved up at all, and all higher ups seem content to let their employees to just get angrier about it.

a typical day at work Really depends on what time of the year it is open enrollment season is booming and with Medicare and retirement members 65 and older that are covered under United Healthcare as their health insurance provider there are no limits to how who what when where you will go to assist every single member with anything they may need or ask for even if it has nothing to do with united healthcare or their healthcare plan. In my experience and the role I was positioned for customer care advocate with exceptional customer service care above and beyond for each individual member. I am excellent with being able to build very strong long lasting relationships. I pay attention and listen to details closely. I am able to empathize and or  sympathize with every situation/ circumstance. I won’t move on to my next assignment until the present current one has been resolved. I make sure everyone especially the consumer customer is satisfied and all needs are met to help insure those loyal long lasting customer relationships. The hardest part of the job for me personally is when the technology fails and lags keeping from performing my job at the best of my abilities and in timely manner. 

***I was working with this company and I got the interview and everything seemed fine, it was a very long interview, with a lot of questions. I got the job and started training and when I say they move fast, they move really fast. So you have to be ready mentally to learn a lot of information, when I missed a couple days in training they called and let me go, which I wasn't mad because I had something else coming up for work from home anyways. When I didn't return package on time they keep your last check and when you return it they lie and tell you that it was damaged during shipping back to them and won't give you your money. I will not recommend this job. They won't give you all your earned hard money, they will lie to you about what your doing for your job before working with them.  Training sucks. They lie about equipment to keep your money. Training was boring. The only good thing was it was working from home. But to each it's own. Some can dig it but I couldn't to much information for only six weeks of training. Should have been at least 8-10 weeks of training for all the information you have to receive. Then your benefits start after 3 months of working with this company. Listen to me!!!

I was recruited by Omnicare for a contract telehealth position with the VA, so a lot of my information is not representative of the company's compensation, PTO, benefits, work environment etc. The remote telehealth contract didn't provide enough weekly hrs to qualify for benefits within Omnicare which is 30hr/wk, but they do offer the standard for full-time and onsite employees  I can say that the hiring process with Omnicare365 was easy and straightforward and they were very friendly, helpful and supportive through the whole not-so-easy and straightforward hiring and vetting process of the VA to work the VA contract. The people I communicated with were great and the supervisor very friendly and responsive. They are my first introduction into contract RN and telehealth and I will continue to look for and work telehealth contracts with them in the future.

Pro: 
conversations with customers are not scripted and you do not have a time frame for calls. As long as you are helping them your call can go on for hours. 

If something comes up you can call out anytime and it will not count against you. 

Good pay. 

Flexible schedule. They will try to work with you when it comes to scheduling. 

Con:
Benefits are horrible and expensive. You get benefits after 120 days but just for basic health insurance it’s $155 every pay period and it’s has high copays/coinsurance and doesn’t include dental or vision. That’s extra. 

All time off is not paid. Parental leave - unpaid. PTO- unpaid etc

Management do not communicate with you when it counts. 

You get 2 seconds to input notes on a call. If you’re not good at taking notes while on a call this could be a problem for you. 

30 minute lunch 

You’re supposed to have a coaching once a week but that doesn’t happen but they expect you to sign off on it anyway even if it’s good or bad. Same goes with write ups , warnings and verbals. They will add something to your file and email you to sign it without explanation. 

I've worked at two call centers before and this is the best one! The owners have worked many years in the front lines of call center service so they know very well what it can be like, the good, the bad, and the ugly. As such, they're always sensitive to what agents are going through in their day to day lives, and that understanding just makes the job so much less stressful. It's a joy to work there and there are many opportunities to learn new skills and to advance in your career. The place is still relatively new so there are ample advancement opportunities. I currently do sales but also do some customer service on the side, as well I've been fortunate to have the opportunity to lead and help other agents grow. I'm always happy to see new people join our family because I know they're just getting started on a rewarding and fulfilling journey!

United healthcare should reconsider working with Omnicare365 . FIRST OF ALL THEY LIE ITS NOT 16/hr it’s 15! As a former customer service representative for Omnicare365, I feel compelled to share my experience. Working for this company was extremely challenging due to their lack of organization and support for employees. The training was minimal, leaving representatives ill-equipped to properly assist customers, which led to constant complaints and escalations.

On top of that, the management team rarely provided solutions or support when we were dealing with frustrated customers. Instead, they placed blame on the representatives for issues caused by poor internal systems.

Customers deserve better service, and employees deserve better tools and respect. I cannot, in good conscience, recommend this company to anyone—whether as an employee or a customer. Misty is a horrible trainer they show way to much favoritism and is all bogus please do not work for this company 

I absolutely love my job at Omni care 365 !  I transitioned from nursing for 17 years to a call Center. (Was SO skeptical )  I needed something to better fit my schedule for my children , and a more positive working environment ! I had heard from a few friends and many people in the community how great the owners and supervisor was,  and had to find out for myself .  I will never regret the decision taking a pay cut , because I never leave work stress , or  unsatisfied with my  work performance .  I’ve had the best training hear then any other job .  They care about your success .  they care about you as a person ,  they make coming to work phone which is a huge difference for me ( i’ve always loved nursing but never had I worked with such friendly and happy people!) I always know if I’m having a bad day, someone at work will be there to cheer me up! Or  I need someone to talk to , EVERYONE is ready to listen without judgement! I love my job here:)

Top Job Titles	Average Salary
Customer service representative 19 salaries reported	$15.63 per hour
Team leader 4 salaries reported	$41,250 per year
Call center manager 5 salaries reported	$40,000 per year
Customer service/sales representative 2 salaries reported	$13.00 per hour
Recruiter 1 salary reported	$15.00 per hour

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