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Worked as a Senior Project Manager

  • Comp & Benefits
  • Work/Life Balance
  • Senior Management
  • Culture & Values
  • Career Opportunities
Former Employee - Senior Project Manager  in  San Mateo, CA
Former Employee - Senior Project Manager in San Mateo, CA

I worked at WageWorks full-time for more than a year

Pros

Excellent company for showcasing your technical and managerial skills; organization recognizes delivery achievements. It is a leading provider of tax-advantaged benefits in Healthcare and Commuter.

Cons

On and off downsizing the company, so there is no job guarantee.

Recommends
Positive Outlook
Approves of CEO

58 Other Employee Reviews for WageWorks (View Most Recent)

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  1. 2 people found this helpful  

    WageWorks is NOT employee oriented.

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Anonymous Employee
    Former Employee - Anonymous Employee

    I worked at WageWorks full-time for more than 10 years

    Pros

    The friendships you make while working there are lifelong

    Cons

    Management is not employee friendly. They are not willing to work with you. They do not listen to you.

    Doesn't Recommend
    Negative Outlook
    Approves of CEO
  2. 2 people found this helpful  

    Company itself is reasonable, but this is still a "typical call center" job.

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Anonymous Employee
    Former Employee - Anonymous Employee

    I worked at WageWorks full-time

    Pros

    Decent compensation pay as far as call-center jobs go. No weekends. Comfortable physical building/workspace. Generally approachable supervisors and (mostly) friendly co-workers.

    Cons

    From the point of view of a reasonable person trying to be fair, unfortunately, this is a typical call center job. The now-sadly widespread (and often incorrect) societal attitude that, "the customer is never wrong, or cannot be held to a (correct) NO answer" needs to be changed. Not all calls are bad. However, as with any call center, you are expected to be unnaturally polite, never convey any hint of human frustration (regardless of how unreasonable or arrogantly obnoxious the caller is), and are all-too-often told, "there's always something else you could have done or said, (or NOT done or said).", etcetera. You can't win. It seems like you have always somehow missed the elusive mark in some vague way, and even totally unreasonable callers are excused or defended as being "understandably" acting that way. Doing this all day is generally against most normal peoples' sensibilities, and gets very old, VERY fast. Make this as a stepping-stone job, unless you truly love it. Don't get stuck. ****By the way:FYI for you customers calling in to ANY call center: It is NEVER reasonable expect the CSR to take an your to look through all 63 pages of your claim for your supposedly "missing" 15 cents!!. Have some sense, and KNOCK IT OFF!!!".**** (OK, moving on....)

    Again, as with most call centers, there are nearly impossible, somewhat inter-dependent matrix-point requirements that are maddeningly difficult to reach or maintain (like trying to cross a net by stepping on the points where the ropes connect, and not get off balance). Some of these include aspects of customer behavior that are completely of the CSR's control, but nevertheless affect YOUR stats, and you are basically told to "suck it up", and "that's just the way it is". Very frustrating.

    Some, but not much opportunity to get out of the trenches (off call center floor itself). It is difficult to move from the call center to other departments (though this is partly due to the size; there are not many non-call-floor openings at any given time- trying to be fair here).

    Advice to ManagementAdvice

    Training seems inconsistent and not quite long enough, given the amount of information needed, Not all CSRs are trained in all things. Training would be more efficient with a linear, "step by step timeline" covering all specific benefits in a certain order, or at least clear rotation cycle.

    Streamline the info. database so info is easily and quickly accessible by simple keywords that do NOT bring up unrelated topics. CSRs should not be told to "just memorize where you found information the first time, and write it down to refer to later". This is not efficient during a call when the question is a bit uncommon or obscure, and there is NO info to be found.

    Allow CSRs a reasonable ability to dispute and REMOVE or discount dings for obviously non-applicable or inaccurate customer complaints against reps' SERVICE, when the complaint concerns non-changeable policies or rules they simply don't like, and the rep. can be proved to have been polite, correct, and complete in their handling of the call. Also, it is not reasonable to mark the CSR down if the caller calls back within 36 hours on the same issue Not all people understand the first time, though they may say they do, and the CSR has no control over this.

    Stick to your stated policies and procedures for calls and claims handling, and insist that callers NOT be allowed to circumvent applicable rules by simply yelling or complaining loudly enough!!!. It undermines the CSR's credibility when there is no backup from management when the answer is truly NO, and a supervisor overrides the CSR and makes an exception anyway. It makes the company look wimpy and not very solid. When there are no exceptions to a rule, there should be NO exceptions.

    Neutral Outlook
    No opinion of CEO
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