Customer Support Representative | San Juan, PR | Jun 1, 2019
Great to grow and gain experience but too demanding.
Alight is a great company to grow. They’ll give you training depending on which department they chose for you. The ones available in the call center are health benefits, Human Resources, 401k and pension.
The volume of calls depends on the client they select for you. Some clients have calls are back to back where doesn’t give you time for a breather, always miss your breaks due the volume. While other clients alight haves the call volume is extremely slow, so slow you can read a book while waiting to receive calls.
Work environment the employees are extremely kind, respectful and caring. My team helps each other. While other teams doesn’t even care about putting all the work on you. It all depends on your luck of which client the company assigns you to. They are managers who are on point, constantly evaluating you, asking if you want one on one meeting to discuss about your growth within the company and what motivates you. While other managers are lazy, skip work, and when you ask them something they say I don’t know use your “callflows”. Callflows mean a tool you use to find information. Basically it all depends on your luck.
Lunch? Lunch schedules in the office I’m located at you can chose between 30 minutes or 1 hour. If you are with a stressful client I suggest 1 hour but if you are with an extremely slow pace client I suggest 30 minutes. You either bring your own lunch or buy outside. They have free coffee but you have to bring your own mug since they are goin
ProsDepends on the client the put you with, free coffee, free parking only for regular employees, temporary needs to pay, freedom on dress code, allowed to take 1 hour lunch.
ConsDepends on the client they put you with, You are basically just a number, Too strict on promotions and work hours. You don’t chose a schedule unless it’s a hardship.
When owned by AON the company was great, the culture was fantastic. When they sold to Blackstone the company culture tanked. You could set your calendar to the day when RIF's were coming each year for 3 years running. Alight themselves are not doing much of the work in house now and are contracting all of the work out to other companies. If their actual clients knew this and the work was "white labeled", they would just bypass them altogether and go directly to source company and save on the markup.
Nepotism is rampant there. When RIF's happened Directors would ensure that his/her sisters and friends were safe and given a heads-up months in advance so they can apply at other open positions within the company. Management had their favorites and offered either new "made up" positions just for them or positions they were not even qualified for just to ensure safety.
Backstabbing was a huge issue as well. There were many a meeting I sat in behind closed doors where the Directors would talk poorly and/or belittle other colleagues behind their backs to others on conference calls daily. It was always said "what happens and said on these calls are safe and go no further than this room, kinda like Vegas hehehehe" to be specific.
The company and their Directors constantly made promises that they would not keep or would dangle them like a carrot to try and keep you on board. For instance, quite a few of the colleagues requested and were told that the company was going to pay
ProsFlexibility to work from home.
ConsRampant Nepotism, Poor Direction, outsourcing positions and work, bought by a Private Equity Firm
Their turnover rate is insane. They hire 30 new people every month because people are dropping like flies. I have had several people in my class quit within the first few months and have seen many leads leave within the few months I have been there. This is NOT a consulting job, this is a glorified customer service call center job. You will be yelled at by members for things you have no control over. You are basically doing things that people can do themselves if they understand basic health insurance. If you work hard here, they will literally take advantage of you and give you more work without any added bonuses. Management has to be the worst. They will never tell you anything bad directly, they will have your lead relay the information instead. They will tell you last minute that you’re staying till 6pm, or you are doing someone else’s work on top of your own because they are out of office. They will give you other people’s work on top of your own because you’re performing well, even though there are other people in the office who do nothing and get away with it. There is also favoritism to who can go remote whenever they want. Expect to be micromanaged hard! Every single little thing you do will be questioned by your lead or another person who is sending out your work. Your experience varies greatly depending on your lead. I knew someone who had an extremely controlling lead, who helicoptered everything they did. The PHONES. You have to be available on the phones, ready
Good stepping stone; but NOT long term and mentally strenuous
The pay is better than some call centers, that is the ONLY upside; however the metrics are extremely strict and unattainable. Management expects you to know absolutely everything your first day taking live calls. Training was inefficient and we are penalized for call topics that we may not have gone over in training. The employee IS ALWAYS held accountable. Management never takes fault for training, and/or client errors. There is a 1 min time differences cause an occurrence. We are given PTO, sick time etc, yet we are still penalized when we use it. Manager oversteps boundaries with employees with multiple calls on personal phones, FaceTime calls, & multiple texts before and after shift, when a simple conversation on MicrosoftTeams would be efficient. Alight “strives” on “people matter”, yet employees are looked at nothing but a metric and an employee ID number. The work life balance is very hard and strenuous on mental health. Being that I have worked in multiple call centers, including a separate national bank; this is the first call center job where there is no “end of shift” code and such strict guidelines. We never learned how to properly close our systems at end of shift, yet will be penalized if done incorrectly. This client is horrendous. Alight or, BofA, has protocols for employees that is ONLY conducive to business needs and not employee needs. Micro managing is at an all time high. All criticism is negative; yet when you are doing well, they do not commend you on
ProsGood enough pay
ConsStrict metrics, barely any work life balance, company cares more about business than employees but their “company values” state otherwise
First the company doesn’t care about you only thinks of you as their slave. Example? There was a protest for a day and they announced the office will be close. They decide to wait until last hour to send you a message at 3pm saying you have to work at 4pm. Extremely irresponsible and all they say is if you can’t make it use your personal time off which you worked hard for and extremely unfair since it’s their fault.
The job is great because they’ll hire anyone and gives opportunity to anyone. It’s great because they allow you to dress comfortably since dress code is not that strict. Parking is free when you are a regular employee and they give you monthly $50 if you take public transport. You’ll gain experience and open new doors to work for other companies.
Call Center provides areas of career with pension, 401k, Human Resources, and health and welfare.
The company doesn’t give any warnings and fires you on the spot, because they don’t care about you and can replace you with someone else. Since the company only thinks of you as their slave not as a hard worker.
The company does lame things like activity’s to show case your talents, decorate your cubicle and win a prize to pretend they care about their employees. Most awful company in regards how they treat and think of their employees but good for those who can’t find a job and needs experience to work for bigger and better companies.
The leave of absence team is a joke. A colleague got into an accident. The
I will start off with the positive things about this company... the coworkers you have are great.
That’s all the positive things about this company.
The downside to this job is it is very stressful. This job will take a MAJOR toll on your mental health. This place has a very high call volume. Many people get bounced around from team to team and during the year they have many random layoffs. After the major layoffs they have they end up hiring many new people. This company has a very high/unrealistic standard you must meet and keep. Many of the managers are very fake and you can tell (if your smart). Management treats all regular employees very poorly. Management also has a very goofy logic for everything they do, and when you try to tell them things that are LOGICAL they blow it off and continue with their goofy logic...They have no book sense or common sense (AND YOU CAN TELL). I think it’s very odd that many of the managers are on the younger side and DO NOT have degrees. Matter fact 95% of people they hire for the customer service position HAVE bachelor degrees (and I think having a bachelors degree may still be a requirement to apply).... which makes zero sense to me. The vacation time they give you is GREAT .. BUT you will never get approved to use it.
Please pay close attention to what I’m about to say now...
( IF YOU HAVE A COLLEGE DEGREE, DO NOT COME IN WORKING HERE AS A CUSTOMER SERVICE REP) you will never move up from this role... once your in this role..
Great colleagues and learning experience but poor/out of touch leadership
Worked here almost 10 years. Learned a lot from some very intelligent colleagues and had some amazing clients as well.
The issue from (my point of view), was the gap between the technology being insufficient to reduce the human capital required to produce a quality product delivery.
When I started the human capital was there, but the profit margins were evidently not. So after being sold and resold, they eventually did a drastic reduction in workforce but the technology investment(s) either failed or fell in priority to front-end “bells & whistles”.
As an employee, you’re left with these options:
A. Work 45-50 hours a week > Fall behind on deliverables > Client is unhappy > No advancement / same pay & volume amount of work
B. Work 50-55 hours a week > Meet expectations > Client isn’t unhappy > No advancement / same pay & volume amount of work
C. Work 55-65 hours a week > Exceed Expectations > Client is not a promoter, but is happy enough > No Advancement / slight pay increase & volume of work increases
D. Work 65-75 hours a week > Greatly surpasses Expectations > Client is happy & expands business with organization > Moderate increases to pay & advancements, volume of work increases
I went with option D. I learned more in the last 3 years (since the RIF) than most people learn in 6, but I am burnt out and moving on.
How does Alight get Option D results with Option A/B hours worked? My opinion would be to invest in 1. quality hires, 2. business process management exp
Human Resources Representative | Houston, TX | Mar 27, 2018
Fast-paced, felt like just a number, little room for improvement
My time at alight was not very long due to personal medical issues, however, for the 6 months I was there, I felt more like just a number, rather than a valued employee.
I didn't mind the job duties themselves, in fact, I thoroughly enjoyed being able to help people, but I did have a problem with the organization of training for my role. Without going into too much detail, we were repeatedly told the process for maintaining security with incoming callers. Myself, along with the 5 other local team members, were all hired on the same date, and underwent the same training. However, due to a lack in communication, we all received security violations. I understand my inaction to prevent security, but I would not have breached security had I known I was essentially breaching security. Because of this, I was placed on a 6 month probation, and I would not become eligible for any sort of raise or promotion until after the 6 month period.
They make you think that if you stay, you WILL get promoted. However, I had a consistent track record for having amazing call reviews. After the 6 month probation, I was then required to maintain specific statistics for 6 months in order to be eligible for a promotion. This meant that the earliest I would see any raise or promotion wouldn't be until I was with the company for a year.
I could write a narrative about how disappointed I was with this position, I won't go into detail about why I received my first paycheck, over a month after start
Pros401k plan
Consshort breaks, little room for growth
5.0
Senior Customer Service Representative | The Woodlands, TX | Nov 17, 2021
Great Company overall 10/10 recommend, the issue lies with the team you're aligned with.
6 years of service. Have no complaints about Alight as a company. The pay is great, the hours are good, very possible to balance work and home. Paid holidays, sick time, pto, they even provided paid time off if you had Covid or had to be out for testing. Only one holiday worked was required (at least on my team, unsure about what other clients required). My issue was with the team I was aligned with. The insurance benefits were great, life insurance, 401K, I believe they also had stock options as well. I was on the same team for years and how they treated their employees was the problem. Their poor leadership and lack of empathy made my job extremely harder than it had to be. I worked several different shifts during my tenure. I did 4 10's, opening, closing, mid day, you name it. They were very understanding about schedule changes when I was in college and they worked with me. My manager was always helpful and trying to get me to grow. Once again, my issue was never with Alight and it's leadership, it was literally the client team I was on. Alight is very diverse and they didn't hesitate to move us to work from home when the pandemic started. They supplied all equipment to work from home, only thing I needed was my internet. I was only ever on one team so I really can only speak from that experience. I would 100% go back to Alight as long as it's with a different client.
Prosgreat pay, paid time off, benefits from day 1, paid training.
Consno choice in client team or when you will be moved to another team.
Good
You can dress comfortably, since dress policy is not strict. Great health benefits since are affordable at least in Puerto Rico. Parking is free if you are a regular employee. If you commute through public transport they’ll pay you $50 a month. Lunch can be 1 hour or 30 minutes. Call Center with different clients some are extremely stressful with extremely rude customers who curses at you on the phone while other clients are peaceful. What you can do within the company? Health and welfare, Human Resources, 401k and pension. They’ll hire anyone even if you do t have any experience which is a plus.
Bad?
They don’t care about you nor their employees. Example? The company announced their office will be close for a day but wait until the last hour to announce you have to work in one hour. Which is extremely irresponsible and shows how little they care about your valuable time. What happened if you came late or didn’t come? They force you to use your personal time which you work hard to obtain. The leave of absence team is awful. A colleague got into a car accident got injured and the leave of absence refused to give them leave of absence so the colleague needed to work after the accident. Once again shows how little they actually care about you. They do small activities like win a prize for having the best cubicle decoration, free donuts for each celebration (which is the same thing over and over. They are not creative) to pretend they care about you but they actuall
Questions And Answers about Alight Solutions
What tips or advice would you give to someone interviewing at Alight Solutions?
Asked Jun 20, 2018
Think of behavioral type examples such as situation your action and result
Answered Mar 12, 2020
Think twice and don’t!
Answered Feb 14, 2020
What is Alight Solutions sick leave policy? How many sick days do you get per year?
Asked Jun 11, 2018
They give you around 40hrs Off a year, however ask for your days off months in advance, get it approved and the day before you have the day off the change the status and deny it
Answered Jul 17, 2020
As of 2020 6 wellness days given all at once.
Pray you dont get the flu in February
Answered Feb 7, 2020
If you were in charge, what would you do to make Alight Solutions a better place to work?
Asked Jun 11, 2018
The only isssue is since I work with a temp service im moved to different depts at times instead of sticking with one like their regular employees. So that means reprogramming your brain for more training. I would keep All employees in their original dept they started with.
Answered Jun 24, 2020
I would stop laying off Subject Matter Experts and expecting their roles to be able to be replaced by entry level talent form India.
Answered Mar 30, 2020
How do you feel about going to work each day at Alight Solutions?
Asked Sep 26, 2017
Panic attacks weekly just at the thought of going to work. There is no future at this company anymore unless you were a part of the newly acquired compass
Answered Feb 7, 2020
Unenthused. This job is a resource for those who are desperate.
Answered Jan 4, 2020
How do you feel about the future of Alight Solutions?
Asked Sep 26, 2017
Still will be one of the worse place to work in all job sites.
Answered Feb 15, 2020
It will fail in the next 5 to 10 years.
They have inexperienced people in management and no clear direction
