What it's like to work on our floor

This is written for candidates deciding whether to apply, so it is the version we would give a friend rather than the version that recruits best. If any of it puts you off, that is the page doing its job — the expensive mistake for both of us is you finding out in week three.

The shift is the first thing to decide

Much of our floor serves clients in the United States, which means night shift. Not a rotating shift you get used to and then escape — a settled schedule that has you working while the city sleeps.

Some people find this genuinely suits them: quieter commute, a daytime that belongs to you, an allowance on top of base. Others find it costs them more than the money is worth. Both reactions are normal, and it is worth being honest with yourself about which one you are before the screening call rather than after the offer.

Not every seat is nights. Dispatch and some support campaigns run other patterns, and the specific hours are stated on each vacancy.

Training is paid, and it is real

Up to four weeks of product, systems and communication training before you take a live contact, on salary. You are not put in front of a customer to sink or swim, and you are not on unpaid trial while you learn.

Expect it to be work. There is assessment during training, and it is possible to not pass it. Intakes run every two weeks, so training starts are frequent rather than a single annual cohort.

The first ninety days, honestly

• Weeks 1 to 4 — training and shadowing. You will feel behind. Everyone does.
• Weeks 5 to 8 — live work with close supervision and a lighter target. Your scores will be reviewed weekly and you will get specific coaching, not a grade.
• Weeks 9 to 12 — full target. This is the point at which most people either settle in properly or realise the shift or the campaign is not for them.

The hardest part is rarely the product. It is the pace of a queue that does not stop because you needed a minute, and building the habit of leaving a difficult call behind before the next one connects. That skill takes about two months and then it stops being hard.

How promotion actually works

We promote off the floor. Team leads, QA analysts and trainers here started on a headset, and internal applicants are seen before a vacancy is advertised externally.

What that means in practice: the route up is quality scores and consistency, not tenure alone. The people who move first are usually the ones who started helping newer agents before anyone asked them to — it is visible, and it is what a team lead role mostly is.

The scorecard is published. You should always be able to see where you stand without asking, and if you cannot, that is a reasonable thing to raise with your lead.

Pay

Sales seats carry uncapped commission. Support seats carry night allowances and quality bonuses. Base figures are discussed openly at the screening call rather than being kept back until the offer — if you want to know before investing time in interviews, ask on the first call and you will get a straight answer.

Who tends to do well here

• People who take coaching without taking it personally.
• People who are reliable about attendance, because a queue is staffed by shift and one absence is felt by everyone on it.
• People whose English is comfortable rather than merely correct — customers respond to fluency and warmth more than to vocabulary.

You do not need call-centre experience. A good share of our floor had none, and the training exists precisely because we do not expect it.

If that sounds like the job you want, the current openings and what each one actually involves are on the jobs page.