Terrible Company with Supremely Inept Leadership
Pros
For CSRs, I do believe that the company does its best to allow them to work in an environment that is as free from stress as possible. The cubicles for CSRs are pretty spacy. For leaders, I can't think of any pros.
Cons
As a team leader, there were too many to count. 1. Incredibly Theory X-focused senior leadership team who prided itself in working with a 20th-century mentality. To support the concept of good attendance, it de-emphasized taking time off and assured it by having an embarrassing work-life balance policy in place. This isn't in line with modern work practices. 2. A mid-level leadership team that has zero clue about business acumen, is visibly uncomfortable with someone challenging ineffective process (often non-existent processes), and genuinely are shocked when you demand evidence for claims made. Also, a group of people intensely opposed to receiving feedback. 3. A pernicious culture of corrective action veiled in the language of "development and coaching." There are rarely serious repercussions to an inability to meet service-level agreements. 4. Few policies in place that professional call centers have. For example, the attendance policy was essentially treated on team leader-by-team leader basis. Where one team leader would have a coaching discussion for three absences, another may wait two months. ZERO business acumen. Overall, very trashy, low-programmed, and unprofessional culture.
