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2 people found this helpful  

Operations Manager-DVD Hub

  • Comp & Benefits
  • Work/Life Balance
  • Senior Management
  • Culture & Values
  • Career Opportunities
Former Employee - Operations Manager  in  Dallas, TX (US)
Former Employee - Operations Manager in Dallas, TX (US)

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

Pros

Completely on your own for running the business, making day to day decisions on employees (hiring and firing)

Cons

High pressure, high stress, little to no room for advancement. High turnover in the management ranks and the front line employees get almost no benefuts. You have unlimited vacation but never get a chance to use it. Micromanaged by every person above you unless things fgo wrong-then you are on your won.

Advice to ManagementAdvice

You have great managers int he feild. Let them do the job you hired them to, reward them for the 10-14 hour days, and set back and reap the harvest of their efforts in the feild. Also, as many hub managers as you have turnover, you might need to look at the operational set-up and ask yourself why the average lifesapn of a manager is 12-18 months!!

Doesn't Recommend
Negative Outlook
Disapproves of CEO

Other Reviews for Netflix

  1.  

    I quit first day out of training!

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

    I worked at Netflix full-time for less than a year

    Pros

    The pay is competitive for the position

    Cons

    Their training and tools are awful

    Doesn't Recommend
    No opinion of CEO
  2. 2 people found this helpful  

    Customer Service Rep--definitely NOT Customer Care

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Current Employee - Customer Service Representative  in  Las Vegas, NV (US)
    Current Employee - Customer Service Representative in Las Vegas, NV (US)

    I have been working at Netflix full-time for less than a year

    Pros

    -Free Netflix (streaming plus 8 dvds at a time)
    -Comfortable Location
    -Call center environment laid back so you can wear what you like
    -Fun is encouraged (but not easily attained)
    -Good Pay
    -Excellent fun and Training

    Cons

    -3rd Party Call center expectations-with Telus International as the client. (Telus is not as "laid back" as Netflix proclaims to be so there is a bit of a disconnect there).

    -Changes made quickly after start so some training tools were useless such as:
    -Have to keep up with 3 different metrics--which is fine except for the Average Handle Time is 5.5 min--which in training was not an issue. This metric supports customers who know what they're doing such as: how to use a PC, know what kind of PC they have, IF it is in fact a PC, aware of any info on their devices. In other words a lot of elder cust may feel frustrated that agent is more worried about handle time instead of providing best cust service experience. Double Digits are not your friend. So trying to troubleshoot a technical issue with someone who is not very tech savvy in under 9 minutes or calming an irate cust because the system charged them even though they deserved a free trial or the NUMEROUS calls for payment authorizations which cause a lot of cust to have to keep double the amount of their service cost on their card at all times

    -Technical training is not a requirement but you'll notice most of Team Leads or CSR2's are very techy--which makes for satisfied cust because they may be able to explain why their internet may not be working properly in a confident knowing manner. Overeducating is a no-no but you will find them doing this.

    -You are basically encouraged to hurry the cust through the phone call and if they cannot speak English (no spanish support) you are encouraged to have them get an interpreter--also if they are not computer savvy (like some elderly people) you are encouraged to have them try back later when they can get someone to help them. Its basically refer refer refer refer when you can. Not really customer service based or rather not really customer-based.

    -Telus very strict scheduling environment. Make sure your attendance and adherence are on point
    -Recording phone calls and allowing you to listen to all your mistakes or rather having a supervisor point out things you did wrong (not much Pos feedback) and write you up for it is supposed to be a method of "coaching" but feels more like Big Brother. The threat of being let go is constantly hovering over your head.
    -The position itself seems highly energetic but is unstable--no career focus there
    -Turnover is atrocious. which leads to back-to-back calls with no breaks between. Being late or absent on weekends is double the penalty. And the schedule can change without notice.

    Advice to ManagementAdvice

    If you're at a job for 8 hours a day--and it's not supposed to feel like work--then FUN--give us a reminder. Your brain can feel abused after back-to-back calls dealing with some incredibly rude cust with no support from upper management on very common issues such as Payment Auth. Hear your associates. They matter. Without them--you have no company. And without customers--guess what, you also have no company.

    Doesn't Recommend
    Negative Outlook
    No opinion of CEO
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