Sutherland Reviews | Glassdoor

Sutherland Reviews

Updated December 8, 2017
605 reviews

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Pros
Cons
  • Work life balance could struggle if you don't have right management skills (in 35 reviews)

  • Odd shift timings very poor life work balance very low pay hell of pressure lack of proper sleep due to odd shift (in 54 reviews)

More Pros and Cons

  1. "Service Specialist"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Customer Service Specialist in Rochester, NY
    Former Employee - Customer Service Specialist in Rochester, NY
    Recommends
    Negative Outlook
    No opinion of CEO

    I worked at Sutherland full-time (More than a year)

    Pros

    -- very flexible with my student schedule, although they do play favorites, so if the managers don't like you, you might get fired if you have to miss work.
    -- annual reviews/raises, but it's only a few cents
    -- commission is nice
    --great co-workers

    Cons

    --very hard to move up in the company
    --extremely competitive for commission, and very few spots
    --management play favorites (so make sure your on their good side)
    --extremely annoying customers
    --you literally have to be on the phone for 7.5 hours out of your 8 hour shift
    --NO JOB SECURITY, You might come in one day and be told your job is being eliminated and they won't have any place to put you.

    Advice to Management

    treat everyone fairly and equally -- you can't just decide you want to fire someone because you don't like them..


  2. Helpful (1)

    "Team Manager"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Anonymous Employee in Texas City, TX
    Former Employee - Anonymous Employee in Texas City, TX

    I worked at Sutherland full-time (Less than a year)

    Pros

    commutable, holidays, extra mile, people soft

    Cons

    Politics, work pressure, peer relationship

    Advice to Management

    Be professional when conducting inteviews

  3. "Strict attendance"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Anonymous Employee
    Former Employee - Anonymous Employee
    Doesn't Recommend
    Positive Outlook
    Disapproves of CEO

    I worked at Sutherland full-time

    Pros

    Good pay for all campaigns

    Cons

    Strict attendance policy. Favortisim showed


  4. "At first rewarding, but lack of vision, strategy, and communication at the Sr Executive level deteriorated over time."

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Senior Director in Penfield, NY
    Former Employee - Senior Director in Penfield, NY
    Doesn't Recommend
    Negative Outlook
    No opinion of CEO

    I worked at Sutherland full-time (More than a year)

    Pros

    Good Pay and Flexible schedule. Community outreach and engagement. Acceptable Time off. Some discretionary spending to bolster select individual programs.

    Cons

    Too many bosses none knowing what each other thinks or actions taken. Finance teams not understanding the ins and outs of programs.

    Advice to Management

    Reduce non-revenue generating positions. Too many initiatives overlapping and many never seeing completion.


  5. "Team Manager"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Freelancer - Reporting Analyst in Pittsford, NY
    Former Freelancer - Reporting Analyst in Pittsford, NY
    Recommends
    Positive Outlook
    Approves of CEO

    I worked at Sutherland (More than 3 years)

    Pros

    Been working with Sutherland for nine progressive years. I have developed many required skills to be a successful Team Manager.

    Cons

    Leaders have different types of leadership skills and so with their goals.

    Advice to Management

    None


  6. Helpful (1)

    "Good for experience fresh out of college"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Anonymous Employee in Rochester, NY
    Former Employee - Anonymous Employee in Rochester, NY
    No opinion of CEO

    I worked at Sutherland full-time

    Pros

    There's a large variety of programs you can join, so there's a lot of opportunity for continuous employment if your contract ends. If you're good at your job and in good terms with your manager, you can join their leadership program and apply for more "advanced" positions.

    Cons

    The pay is very low and no pay raises. Contract may end abruptly. .

    Advice to Management

    Create a dialogue with your team to keep the morale high. You'll more get more out of team if you listen to their concerns and communicate more often.


  7. "it was OK if you like to sell things."

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Customer Service Representative in Alexandria, LA
    Former Employee - Customer Service Representative in Alexandria, LA
    Doesn't Recommend
    Positive Outlook
    No opinion of CEO

    I worked at Sutherland full-time (More than a year)

    Pros

    the pay and the commisson

    Cons

    the hours of operation i did not like

    Advice to Management

    none

  8. Helpful (1)

    "Get some experience and move on"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - IT Analyst in Henrietta, NY
    Former Employee - IT Analyst in Henrietta, NY
    Doesn't Recommend
    Neutral Outlook
    No opinion of CEO

    I worked at Sutherland full-time

    Pros

    -Opportunity to get into IT with little experience (if your program is IT-related). Go somewhere else as soon as you have some experience.
    -If a holiday falls on your day off, you get paid for the day.
    -Flexible schedule, ability to work from home.

    Cons

    -Low pay.
    -Job is highly stressful, you have to take call after call with no time to actually work the growing pile of cases.
    -Astronomic attrition rate. More than half the classes would quiet in the first 2 weeks after completing training and getting on phones.
    -Spinning door of programs. You might get hired to support enterprise IT and find yourself selling gift cards a few months down the road due to the program being shut down.

    Advice to Management

    -Move on as soon as you can.


  9. "Decent place to learn"

    StarStarStarStarStar
    Former Employee - Anonymous Employee
    Former Employee - Anonymous Employee

    I worked at Sutherland full-time

    Pros

    Great people, great training, help from management

    Cons

    Promotion based on time employed, not skills. Will hire anyone who walks through the door.


  10. "Getting the right team makes all the difference"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Escalation Manager in Rochester, NY
    Former Employee - Escalation Manager in Rochester, NY
    Recommends
    Negative Outlook
    Approves of CEO

    I worked at Sutherland full-time (More than 8 years)

    Pros

    Promotes employee engagement and leadership development heavily. Good leaders groom agents for future management opportunities (even if that means losing the agent to another account)

    Cons

    Experiences can be one extreme or another. I was blessed with great leaders/mentors. Many on other teams report nightmarish environments which lead to high attrition either to other accounts or to another company altogether

    Advice to Management

    Trust your subordinate leaders more as it pertains to handling problematic agents. Try to get a "word on the street" understanding of why some return to SGS over and over while, others would never return.


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