Pace Jobs & Careers in Saltaire, England

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30+ days ago

Senior Manufacturing Test Hardware Engineer

Pace Saltaire, England

The mission of the manufacturing test team is to ensure the quality of manufacturing of all set top box products at the end of the production… Pace


10 days ago

Senior QA Engineer

Pace Saltaire, England

We are building a world-class team to serve our customers and create an exciting, professional and innovative culture. We offer a stimulating… Pace


30+ days ago

Software Development Manager

Pace Saltaire, England

We achieve this for our customers by incorporating middleware, an operating system and SDKs for set-top boxes, media gateways an… Pace


30+ days ago

Principal Software Engineer

Pace Saltaire, England

To act as a multi-topic specialist, generating and maintaining quality software, design and associated documentation that conforms to current Pace… Pace


30+ days ago

Senior Software Engineer

Pace Saltaire, England

Paces Tungsten development team develop and deliver next generation PayTV software solutions on which we intend to build a world-wide reputation for… Pace


30+ days ago

Senior Hardware Engineer

Pace Saltaire, England

Flexibility to work both within Pace engineering teams developing cutting edge in-house designs and provide technical leadership with Joint… Pace


30+ days ago

Product Manager

Pace Saltaire, England

Accelerate time to market, increase in sales and expansion of Total Addressable Market by Identifying profitable opportunities for Video Products… Pace


30+ days ago

Principal Engineer

Pace Saltaire, England

The Group develops and delivers innovative technologies, products and services for world leading operators that enable entertainment and converged… Pace


30+ days ago

Bid Manager

Pace Saltaire, England

include introduction and implementation of all necessary proposal procedures and processes. Experienced in scheduling and running proposal… Pace


11 days ago

Marketing & Communications Coordinator

Pace Saltaire, England

• Key message development & management for media relations campaigns ensuring alignment with the marketing strategy. • Proactive relationship… Glassdoor


Pace Reviews

20 Reviews
2.4
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  1.  

    Lousy place to work

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Current Employee - Customer Advocacy Technician  in  San Antonio, TX
    Current Employee - Customer Advocacy Technician in San Antonio, TX

    I have been working at Pace full-time for more than a year

    Pros

    -Benefits. Pace does offer good health insurance with AETNA, vision with VSP, and dental with Metlife. The life insurance was cheap, too. There's 401(k), and if you're into that sort of thing there is an option to purchase stock with the company. For every 2 weeks you get 6 hours of paid time off as well. There's holiday pay and for most holidays they'd let Pace employees have the day off and just make the contract employees work it.

    -Intervals/Early Release. If call volume is low enough there's opportunity to commit to intervals, which are periods of 30 minutes at a time. There's also opportunity to apply for early release so that if it gets dead enough WFO will let you leave. There's also long lunch to increase from a 45 minute lunch to an hour and fifteen minutes if the call forecast is low enough. Considering the majority of calls are awful, it's fantastic to get time off the phones.

    -Time off. It CAN be easy to get time off if you apply far enough in advance.

    -Free coffee. I never drank it, but it was always available.

    Cons

    Everyone I ever spoke to that I worked with agreed on the following:

    -Compensation. We definitely did not get paid enough for the amount of work we do and the amount of hell that we have to put up with.

    -Rigid scheduling. Periodically, there would be a 'shift bid' in which, depending on your stats and ranking, you'd get to pick from a long list of schedules with everyone else. Too bad for you if you have a low rank and get stuck with something you hate. Unless you have school, you have no way out of it. I knew someone who had a new schedule forced upon her, and she told the supervisor who gave it to her that she couldn't work that schedule because she has a family to take care of. The supervisor's response? "That's not my problem." A pretty common attitude at PACE.

    -Training. Training is lousy. The weeks of classroom training was pretty irrelevant with terrible simulators that spoonfeed you and really give you no help once you hit the phones, of which there were only 2 weeks of handholding. It really wasn't enough, evident by how some in my training class freaked out and quit in the middle of it. Half of my training class didn't make it. Later, when you're on the floor, there will be the occasional 'CE' - a powerpoint presentation which usually fails at effectively teaching anyone anything. This is followed by a short quiz which are easy to pass while only paying the minimum amount of attention to the powerpoint. But, everyone enjoys a CE, because it's time off of the phones.

    -Management. Everything is a fire with this company, and there is always something new that they are cracking down on. One month it'll be surveys. The next it'll be some script they'll force you to read on every call. Or so on, or so forth, and everything is always a fire and they are always quick to remind you that the "next conversation will be accountability" even if you haven't done anything wrong. The thinly veiled threats are always abundant. They always like to implement new rules for the agents. As another review noted, they have an area dedicated to agents who received a poor survey and force them to sit there for 2 days or more to be micromanaged. They try to tell you they don't want people to see it as a punishment, but NOBODY likes going over there.

    -Lack of opportunity. Oh, when you first work there, they like to make a lot of song and dance that you CAN make a career there and there's so much opportunity to move up.. all lies. As someone else liked to say, "They like to sell you a dream." Opportunities are incredibly limited, and despite the interview process, it becomes pretty apparent that they've already preselected their choice and just like to create the illusion that they're being fair - though recently, for a few promotions I've seen, they didn't even bother to do that. Other departments are eliminated or downsized now and then. I had at one point had hopes of joining the Quality team, but that team was eliminated, hilariously enough. I've seen other people get promoted, only to get demoted a few weeks later due to a sudden downsize and get left in a lower level department than what they were previously. Your only real chance of moving up is to become a supervisor, which seems like a fast track to either quitting or getting fired. Due to that, it seems like there's always a slot open.

    -On that note, the conversion process. Nobody can tell you, HR included, how someone is selected to be converted from contract to employee. Nobody can give you a timeline when you should expect it or IF you should expect it to happen, either. When I was converted, my own supervisor was unaware of it. If a trainer promises you to expect it within 3 months or some other short timeframe, don't listen to him. He's selling you a dream.

    -No opportunity for raises. In lieu of offering annual reviews for a raise, the company instead offers a 'Quicker Pace' incentive program. If your stats are high enough you'll be included in one of multiple tiers that will give you a bonus of up to .50c an hour for every hour worked. Most everyone agrees that we'd rather have the opportunity for a permanent raise instead of the very iffy chance of qualifying for this bonus. You also only qualify for this bonus if you're an agent taking calls, so if you get promoted to Escalation Desk for example, you have absolutely no chance of getting extra money - no bonuses OR raises.

    -Abuse. Get used to it. For every nice and easygoing customer you'll talk to, there are probably at least 3 hostile ones. It gets incredibly grating.

    All that being said, of course there worse call centers.. but that doesn't make PACE any better.

    Advice to ManagementAdvice

    Stop constantly threatening everyone. Eliminate favoritism. Listen to employee suggestions and don't just offer lip service. Offer chances to get a raise instead of the incentive program.

    Doesn't Recommend
    Neutral Outlook