Pros
Pay is decent, have the opportunity for raises and bonuses based on how many projects you're working on and the companies annual review. Also have the opportunity to work a lot of over time if you choose to do so, but it's never forced on you unless you are willing to accept it. If you ever have any concerns or worries, management is there for you, they will help you get to the bottom of the issue and create a solution that benefits you and the department. Even with the tremendous work load that the management is under, they still manage to find the time to sit down with you and hear you if you have any concerns and they are willing to get to the bottom of any issues you might be facing. You feel very appreciated here for the role you play in this machine. Management at this location is fantastic, I don't have enough good things to say about them. They genuinely care about the employees here and if you put in effort to work diligently and apply yourself, they will take notice and you will get acknowledgement for your hard work in several ways. If you are familiar with how to operate a PC even moderately, than this job is going to be a breeze for you. Randomly about once every one or two months, food events are provided where an EXORBITANT amount of food is brought in for everyone. These events are always really fun and even something as little as providing free big meals every now in then is appreciated greatly. Just another + for this company. Friendly work environment and easy to get along with coworkers! Overall I'd recommend this company to anyone who is looking for a good, stable job as long as the person has the decency and work ethic to simply show up on time and attempt to do the required work tasks. This job really isn't hard, once you learn what you need to do it honestly is a breeze, it can still be mentally draining at times but it's not a significant issue in the long term.
Cons
ish pay would adjust to your work load. The adherence system is broken in every sense of the idea. Bonuses are nice, but some of the requirements to get the full bonuses are nearly impossible to meet due to things as simple as call volume + call time. You are not supposed to disconnect the calls on customers, and since the customers who call in are in charge of how long the call is going to be, you can very frequently find yourself staying on the phone with someone for 10/20/30+ minutes at a time, and if it was a slow day and you only took 20 calls for example, the % of damage to your bonus potential a 30 minute call will do is astronomical and it's not something that is within your control so you're losing out on a bonus for essentially working harder. Managers are super busy and under staffed and I wish they would find the help they need so they could be more interactive with the call floor. Company policy standards have been changing periodically over the last couple years, and things that use to not matter at all have now started to become more bureaucratic and there is a lot more red tape than there used to be. The unscheduled attendance policy is kind of over the top. You have to have available PTO hours / FLT Holiday hrs in order to request ANY time off for ANY reason. If you have a doctors appointment, notes make no difference, the only way you will be able to get out of work for any amount of time is by providing FMLA. The do not excuse any sort of absences. They allow you to miss up to 4% worth of you scheduled work hours for a 3 month period. Unscheduled Absence Guidelines An “unscheduled absence” is defined as any time off not scheduled more than 2 business days in advance unless the employee’s manager approves. If an employee’s unscheduled absences exceed 4% of scheduled work time during any 90‐day period, regardless of the reason for the absence, and based on a running total, the employee may be subject to disciplinary action, up to and including termination of employment. Employees must use all available PTO for all absences, scheduled or unscheduled. The company reserves the right to terminate the employment of any employee for any attendance patterns or problems the Company determines are disruptive to its business operations, even in cases where the employee’s absences may be scheduled or even if unscheduled absences do not exceed the 4% ceiling. Attendance will be reviewed on a case by case basis. That is the only major problem I have with this place.