DO NOT APPLY TO CONCENTRIX TO PUT FOOD ON THE TABLE.

To whom this may concern

There’s a lot to talk about, you definitely are not privy to if you seek employment here.

Firstly:

-SALARY: (ANALYSIS OF CONTRACT AGREED SALARY VS CLIENT PERSPECTIVE OF MODERATOR SALARY EXCLUDING INCENTIVE) (Does the client know the basic salary of R7100, confirmation, moderator representative to be the bridge between lower management, upper management, moderators and the client, obvious discrepancies in comparison to pay at other sites, where we do the same work and see content just as bad, if not worse.)

-ACTIVITIES, ENGAGEMENT AND REWARDS (ALLOCATED FUNDS FROM CLIENT, FOR SAID ENGAGEMENT, ACTIVITIES ETC.) (All we have received: fruit 4x last year and that only applies to day shift, coffee 3x, Burger King whopper meal 1x, easter sweets totaling less than r30 each, coffee mugs with a thumbs up and a rR10 chocolate for Father's Day, bath salts for Mother's Day. How much money is being provided for the employees and where is the money going to?) All of that is less than R10 000 in TOTAL for the year contributing to engagement, not including the random PlayStation5 that just appeared out of nowhere.

-SHIFT QUERIES (SHIFT ALLOCATIONS, SWAPS, REMOTE WORK FOR THOSE WHO'S STATISTICS AND ATTENDENCE ALLOW FOR IT) (Why are some LOB'S straight shift, day shift, no weekends etc. people requesting what they need, favoritism IN ADDITION, THEY ONLY SELECTIVELY DECIDE WHO SPEAKS TO OR HAS ACCESS TO THE BYTEDANCE CLIENT DURING CLIENT VISITS, KNOWING THE MODERATORS WHO WILL BE TRUTHFUL OR WHO ARE NOT BENEFITTING FROM THE MISMANAGEMENT OF THE CAMPAIGN.)

-WELLNESS (LACK OF WELLNESS ACTIVITIES AND NO PSYCHOLOGICAL HELP FOR LATE AND NIGHT SHIFT WORKERS) (e.g. Wellness just being used as free time and activities/engagement seldom taking place, especially for those on late and overnight shift (which constitutes two thirds of everyone)

-BLUEBIRD TRANSPORT ISSUES A MAJOR CONCERN (3RD PARTY CONTRACT FOR TRANSPORT AND ALL THE HASSELS AND LACK OF ACCOUNTABILITY + TRANPARENCY) (Overcharged/overpayments, no payment breakdown on pay slip (suspicious?), lost phones and items, lack of correspondence and accountability. Bluebird is also unable to go into certain areas at or after a certain time, like Khayelitsha/Makhaza where one of our moderators Mr Twani and the Bluebird driver, were actually SHOT AT. Lastly there is ABSOLUTELY NO TRANSPARENCY ON PAYSLIP REGARDING THE BREAKDOWN OF FUNDS FOR TRANSPORT AND IT'S BEEN QUERIES SINCE I'VE BEEN HERE IN JANUARY. e.g. Miss Dennis just got charged R350 for an entire month of NOT TAKING TRANSPORT and that's just one example)

-LACK OF ADEQUESTE TOOLS TO DO OUR JOBS (ALLOCATED FUNDS FOR FACILITIES, BROKEN PCS, DAMAGED PCS, LACK OF PCS) (e.g. An average AHT that does not meet the time required to complete the given task for certain queues, inadequate time to translate and consult OPUS to ensure accuracy and AHT target, IN ADDITION AT LEAST 50% of the pcs on this floor either don't work, lack sound, a screen, a box etc., when there are 2 overlaps in shift, one which is a 2 hour overlap. Lastly, WE KEEP HIRING NEW GROUPS OF MODERATORS AND MODERATORS KEEP QUITTING/ARE LET GO BECAUSE OF OMEGA LEAKAGES, ABSENTEEISMS AND GENERAL TUNRNOVER, BECAUSE SIMPLE ISSUES ARE NOT BEING DELT WITH ON AN OPPS LEVEL, PUTTING PRESSURE ON MIDDLE MANAGEMENT AND THUS THE MODERATORS, RESULTING IN ALL THE ABOVE-MENTIONED ISSUES) IN ADDITION, 1 WEEK BEFORE Adnan Damra ARRIVED, THEY REVAMPED THE FLOOR ADDED PICTURES AND ART, WHEN A LARGE % OF THE PC'S DO NOT WORK, MEANING LATENESS DURING THE 16:00-01:00 SHIFT AND 00:00-09:00 SHIFT HOUR OVERLAP.

POSSIBLE SOLUTION: I propose a union or group, with 2 representatives from each LOB, each level (Moderators, QA, Middle-management, Operations, wellness, RTA etc.) where a meeting of the minds occur, to ensure transparency, accountability and more importantly, order to this incredibly mismanaged campaign. Alternatively, there is a union for call-center workers in South Africa and what we have been experiencing, would certainly qualify for intervention from a party of governance. to make sure everything is running the way it should and that any labor laws aren't being broken, in addition to just basic human and employee rights.

IN CLOSING: -surveys do not help.

-speaking to Nelie, Fareed or Wade, does not help.

"I'll get back to you" are as often heard as apologies, but when the site's stats are down in comparison to other sites, they are quick to point out the results of the issues which stem from problems not being addressed in the first place. 90% of people who work here, have not even seen Celeste or Mustafa, let alone know who they are. "I'll log a ticket" is operations response to any issue, question or query we have as moderators and middle-management, and nothing ever really changes.

The only time there is ever urgency from operations is when there is pressure put on them because the site is underperforming, but none of the issues are ever addressed. Moderators and managers have been brought over from other campaigns, not knowing the foundation, policies or what is needed for the MODERATORS who actually do all the work, day in, day out. Favoritism from passed campaign working-relationships/friendships and ******** is blatant and you wonder why there is so much turnover, attendance and absenteeism are all an issue. More-than-capable moderators who understand the product, policies and nuances are being overlooked for QA positions, where outside hires are coming in, knowing nothing about the product, THEN LEAVING! (i.e. Tara Hardenberg, Nonhlankhla Nkosi, Nompumelelo Msibi, Dumisani Nteyi AND THE LIST GOES ON. There have been times (and I can provide screenshots) where management takes DAYS to get back to moderators regarding issues they may have, not caring about them, unless they concern upper management or the site at large. There are numerous moderators itching to speak out and many who just leave the campaign or the company, because of all of this and many who are fearful to, because they already possess warnings or just fear retribution by upper management.

People are unhappy, feel misused, misrepresented, overworked and fed up. Your information was provided to me by a manager/team leader, so that shows, it doesn't just extend to moderators. This will probably fall on deaf ears, a "VOICE OF THE MODERATORS" survey will be distributed, and we will receive a chocolate or a Burger King meal, or "Champions Lunch" to mask the absolute mismanagement of Bytedance. We look forward to seeing if any solutions can be met for the continuous problems we face, which are never addressed.

PS: This was proofread by 3 other moderators, a Quality Analyst and a Team Leader/Manager, who all agreed with the issues I am highlighting.

In closing, this was written in November 2024. 4 months have passed since I’ve sent this exact document to Adnan, one of the head of South African operations. Zulpha promised me a meeting for well over 2 months. Nothing has changed. Nothing has materialized from the false promises.

Signed Sincerely and Fortunately. A former employee. Harley Rager.