registered nurse

licensed practical nurse

program assistant

payroll coordinator

outreach manager

Rogers Communications

"Give us your opinion about a typical day at work."

It's brutal, to put it as blunt as I can. You log-on each day about 10 minutes prior to your shift so your systems can be warmed up/ready to go for the actual start of your shift. You're essentially giving them 10 minutes of your time, unpaid, 5 days a week. 

You load up your necessary software/programs. Take calls, assist customers with sales/minor account issues and pitch a company card here and there. About 60-70% of your calls are customer service based, things you can't really assist with. The company has a strange system in place where they overflow calls to queue's the customer didn't ask for, it's simply to get them to agent. They could've selected billing in the IVR but if it's busy/long wait-time, they'll get that customer over to an available agent in sales for example, creating a terrible customer experience. It's a mess of a system. 

Beyond that, you assist with basic things within your scope, if a customer wants a service, you pitch and sell them that product, with an upsell. Change a cellular plan, that's something you can do. 

They don't have a call script per se, it's a "call flow" as they call it. If you don't follow this down to an exact tee, they will pull you aside for coaching/call reviews. I should mention they can watch your screen at anytime to see what you're saying/doing, you're also not allowed to use the bathroom unless it's an emergency and a manager approves it. The micromanagement/control that comes from upstairs is beyond nasty. 

Calls are also back to back with a 30 second pause in between for after call work. If you sit in various statuses for too long, a manager or "productivity team member" will reach out to see what you're doing. It's 8 hours of anxiety inducing robot work. 

"What do you believe you learned here?"

Honestly, nothing that I didn't already possess. Maybe upselling services in a non-effective way? The company has a big focus on hammering customers with as many questions as possible so you can "effectively" upsell them an additional product. Customers end up getting annoyed with all the questions and want to jump straight to pricing. If they decline, you'll need to circle back to find out why they declined. I suppose they also taught me how to be more miserable in the process. 

"Opinion about management."

My direct supervisor was extremely nice and laid back. Always wanted to help, would always want to chat. His overhead changed about 8 months into my employment and you could really feel the effects. His previous overhead would never interact with us, would never send down his feedback/thoughts. Never tried to feel involved, it was great. His new overhead has a "family" approach to managing. Always wanted to chat, be involved, was always a big "numbers guy" and would always instantly go to paperwork or some sort of increased coaching if you lacked for even a few weeks. 

"Workplace Culture?"

It's a WFH position, It's extremely isolating. You're tied to your desk all day and are instructed to stay there until its your break/lunch. Team meetings are once maybe twice a month, direct supervisor will cancel them on a regular basis, hardly ever see your co-workers as a result. There's no workplace culture besides various company wide emails. You're on your own unless it's a berating 1:1 with your manager.

"The hardest part of the job?"

It's a customer facing sales call center position. Realistically, I shouldn't have to say more, there's 3 major drawbacks to the job right there. You deal with entitled, ignorant customers all day, 40-50 of them in a full 8 hours. Sales metrics are constantly changing/managed in various ways. Call center metrics are constantly changing as well. There's just way too many things to worry about for what you take home every two weeks. Genuinely, this position gave me anxiety and stress I didn't know I had before.  

"The most enjoyable part of the job?"

The commission pay every month is not too bad, probably the main thing that will keep you going. Working from home can be seen as a positive by some, not to me, but I'll leave it in here, it's generally seen as a plus. 


This is a last resort if you couldn't already pickup on it. If you really need a paycheck, by all means. Please consider all other options before taking this position. You'll walk out of here a completely different person after your tenure is up. 

They end up always overpaying you on your last pay and then send you a letter saying you owe them. I quit on a Wednesday payday was that week they paid me I called in to HR the number on my letter to make sure that I did not have to pay anything back the HR person said that everything was fine then I got another letter 3 weeks later saying that they overpaid me and that I owed them money then a week later I got another pay stub showing an amount and that they deducted from what I "owed" them (their pay stubs are as horrible as their billing summary) I called their payroll support who said that if I want my past pay stubs I had to fax in my request for them to send it out. The HR girl did not say this she said that they would give me instant access to the program on the computer to look at my paystubs. The payroll support then told me a different number that was deducted from what I 'owed' them this number was less than the letter I received in the mail.. Working for rogers was VERY high stress! The employees dread going into work everyday, you were given unrealistic goals that changed almost on a daily basis, the systems that are put in place to help you actually hinder you. I worked over 12 mths for a manager that was not even on my shift we only saw a hour of each other in a day once a week we had one on one coaching where my manager would ask me to tell him how to help me which eventually the upper management had a sit down with me and suspended for my low performance saying for me to think about it and come back and tell my manager how he can try and help me (why are you a manager if you can't figure out a way to help your employees) My Manager said that he tried helping me and he did offer suggestions on things to try to do but never gave me the tools to do them. They also do not acknowledge if you're away on a short term medical leave I was gone for 5 days with a doctors note and I was still pulled into a meeting where they told me that my absences were abnormal (duhh) I went through their 3rd party company that agreed that my time off was legit. They talk down to you they treat you like your stupid all the floor staff in the call center treat you like your an idiot even though they do not have one good system in place to help you I honestly could go on and on about how horrible this company is but I won't. You as a customer have to fight to get treated fairly and You as an employee have to fight to get treated fairly as well and if you fight too much for your rights they fire you.. I would never say for anyone to work for rogers. Oh and if you're vegetarian they acknowledge that your vegetarian by asking if you are before their holiday lunch but then when you go to the lunch they classify over steamed vegetables mashed potatoes and gravy (gravy is not vegetarian) buns and butter as a meal but I guess when they walk around handing candy out like you're a child who just did something good you really shouldn't expect much more from them. The average waist size at my location was 36"-50" no word of a lie! 

Cons:
- I told them in my job application, in interviews and in training that I need accommodations for my vision loss, but I'm 2 weeks into training and nothing has happened yet. So all that inclusion and diversity that they brag about is just formality.
- I was hired 3 weeks before start of the training but my equipment arrived 2 days before training start date and it came with wrong monitor cables. 1 week into training and only then they shipped the right cables. This happened to so many of my classmates.
- They use a combination of more than 5 different software, most important of them are old and built for Windows 95. So, expect a lot of complicated fields filling for simple tasks and bad user interface.
- They give you a thin client PC that connects to their virtual server. So, be prepared for your software being laggy, slow, too much complicated and disconnecting at least 5-10 times per day. This will be on your nerve if you are a professional call centre agent and you know what I'm talking about. A giant company should spend more on their agent and buy them laptops or stand-alone PCs that are far faster and snappy; rather than being stingy and giving thin clients.
- They use an authentication app or your personal cell phone to log you in each time. After each disconnection, you would have to use it to log in. So expect 5-10 times per day to use it! If anything happens to your personal cell phone or you delete the app, it takes 1 day for them to re-install and you'll use pay for that day. Not to mention that I don't want to use my personal stuff for work.
- If customer calls back after 7 days, which 50% of them do, your score will be affected and that means less pay.
- They say it's tech support role, but you'll be dealing with anything from billing to customer care. 
- The pay is less than what they want you to do. 
- Your shift can change any moment. Even every day breaks will change based on business needs. So, you'd have to check your everyday shift.
- Shifts are 8:30 hours but you would have to log in 30 minutes earlier due to their system issues.

Pros:
- Good perks but to get them, you should meet the scores, which is very very hard.
- Good discounts on their own products
- Dedicated internet for work, which is free. However, expect 1-2 weeks into your training that they send tech guy to install it

I am quitting after just 2 weeks training and don't recommend it to professional call centre agents. However, if it is your first job or you're new to Canada, go for it. 

I've made some great friends and working relationships during my time at Rogers. There is some great talent in the company, and I would love if I could cross paths with many of then again some day. Most managers I've had have also been flexible around allowing for minor personal-life matters to be addressed, however this is not consistent (see below).
Benefits are, in their words, competitive. What this meant to me was they do not go above and beyond, but offer the minimum necessary so they are not worse than other similar companies. So they are good, but not great.
The most impactful part of the environment to me is how the leadership team (directors, VPs, and up) can be hypocritical. They claim transparency, that "culture beats strategy", a devotion to creating psychological safety, and (particularly during the year of Covid) that we're in this together and they are here for us. But then they don't trust people to do their work and pull rank regularly. They ask for innovative solutions while being too afraid to try anything different. They'll ask what could be better, then push back when given feedback. They're not there to talk to us when they said they would be. They don't offer the support they said they would when asked for it. They say they want to make sure that employees feel like they have a future at Rogers, and want to know why would anyone want to leave, then are willing to perform re-orgs and layoffs, often every year (not just this past one), without concern for loyalty. The nice messages in the rhetoric feel like PR moves more than anything, and the actions they take too often go against the values they promote.

Where to start.....
When your new, your treated like GOLD. Training is fun and for 2 months.
Your manager welcomes you on the floor and makes you feel welcomed by your new team. About a month goes by then BAAAAAAAAAMMMMMM. B.S starts.
Managers don't care about you as a person. They have these elevated pods where they sit like they are "above you" They sit there and harass you daily but never when something is good, only the bad. Im pretty sure that They look for the bad because the managers get bonuses when they get people on the team in trouble. Messed up right? There are 4 managers on each station. They order food and hang out and play music, they don't do anything unless its pooping on you. This is truth..I'm warning you all!
You have these completely irrational sales targets and they have the real sales calls filter through to the agents who are top sellers, but that comes with years of working there.
They don't care if you have a family or kids, if you have appointments or a wedding coming up I was told I would be fired if I went to my brothers wedding!!!!!!!! I needed the job so I had no choice but to miss his wedding day...makes me SICK. When your new, trust me when I say this: YOU WILL BE WORKING 4 TO MIDNIGHT.
 Again, they could care less about your family life or health.
This place is toxic and negative. Dont believe me?? Apply, get the job and work here, you will see....cant say I didn't warn you.

Many of us who have worked there for 5+ years have left and are still leaving....why do you think they hire classes of 12+ people every two months...should tell you something.

Good Luck

Positives:
+ The coworkers I worked with there were always kind to me.
+ In that same vein, Team Leaders have also always been easy to get along with.
+ Commission can be good, but it is also position dependent on how much you get.
+ Occasionally, you'll speak to a customer who is so positive or funny that they help make your day.

Negatives:
- If you're looking for a job with some sense of consistency on even a day by day basis, this job won't be for you. You may find yourself having a super easy day one day, but all it takes is 1 outage and then the next could be utter chaos in terms of call flow.
- In that same vein, because of business needs, hours are also very inconsistent.
- For every positive call illustrated in the positives section, you'll find yourself dealing with 5-6 passionate customers and 1 customer that's just outright rude or prejudiced.
- I found Rogers escalation process to deal with the very rude customers to be very bad. Basically more often than not rewards those rude customers with what they want for their behaviour.
- It feels like Rogers priorities have really changed and became more about selling the new products than fixing what people have now.
- Once you've got a grasp of the position, it doesn't really feel like there's much room for growth.

the training was very bad it was one way in training and then when we got on the floor completely differnet. they say its not about targets and metrics and when you get up on the floor thats all its about. they give u little to no product knowlege and your pretty much thrown out on the phones.

management is unorganized if you ask for help most of them have no idea what to do. i had one manager tell me "ive only been on the phones a total of 2 weeks in training and ive only been here since january" how do you have a manager that doesnt know what hes doing. let alone my own manager who played favorites and doesnt do her job protecting the sales on her team or actually coaching her agents. the 3rd party call centre i worked at had better training and management and thats sad.

the co-workers for the most part were boring but you find a few shiners there

also they say the pay is amazing its really not. they make it impossible to actually hit any bonuses

overall not the greatest place to work i would much rather work at the 3rd party Rogers place ive worked at in the past which is sad. the pay was even better at 3rd party due to commission

Started off as a Sprint Canada employee then bought out by Rogers and became a Rogers employee.

Terrible office politics and never felt welcome.  The managers had there favorites and it was obvious.  Workload was impossible and terrible support from management and training.  Management was never there for you and completely micro managed people.  No respect from management whatsoever you were treated like a number and simply replaceable.

Management would favor there favorites and go out to coffee with them and if you were not in the club you were given a huge workload while the favorites got minimal work and it was obvious.

No job security as constant layoffs and its true as they say you never grow old working at Rogers.  Getting laid off with a package was the best thing that could of ever happened.

The only good thing was the salary and benefits.  There is life after Rogers and I would never go back.  I would not recommend this company to anyone.

The management hands out rediculous sales goals and plays favorites for sure. You're training will include starring at a computer screen and then be expected to just know every single system. The offers you sell change daily so it's difficult to retain information. You're paid minimum wage with commission , but the commission is paid through a point system so you're not even guaranteed this part of your pay. Apart from all that basically every other customer will come in angry, because you're a bill to them, not a human. You will be pressured to sell packages, merchandise and credit cards that no customer is visiting the store for. You get a staff discount on merchandise after probation. It's only ten percent off accessories once a month. You can get 30% off your cell bill, but you have to have Rogers credit card, pay your bill through that card, have a direct deposit through that card, and a list of other loopholes to give more to Rogers than its employees.

What is the best part of working at the company?
Remote work with supplied desktop computer.


What is the most stressful part about working at the company?
Customers treating staff poorly with little to no employee protection or backing. Getting in trouble for standing up for yourself. Poor management. Lack of retention. Constant changes to take away bonuses and commission earning chances. Change in position without warning or option. 

What is the work environment and culture like at the company?
Awful. Always waiting to be laid off as I've seen 4 rounds in 18 months. Over a dozen managers for my team in 18 months. Is depressing. 

What is a typical day like for you at the company?
Back to back calls, no in between or down time. 90% of customers are angry. Name calling. Swearing. Systems not working..processes changing. Policies making customers angry that reps have no control of. Poor training resulting in work done incorrectly by different depts all over

Top Job Titles	Average Salary
Registered nurse 1 salary reported	$37.50 per hour
Licensed practical nurse 2 salaries reported	$31.50 per hour
Program assistant 1 salary reported	$17.00 per hour
Payroll coordinator 1 salary reported	$67,500 per year
Outreach manager 1 salary reported	$62,500 per year

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