Pros
Pros: • The only thing keeping this job bearable is the solidarity among agents. We’re all just trying to survive. • Remote work is convenient — but convenience doesn’t cancel out chaos.
Cons
• Severely understaffed by design: Leadership flat-out admitted we’re severely short on staff — then turned around and told supervisors they wouldn’t consider hiring help until adherence improves. Make that make sense. • Mental health is collateral damage: Calls are nonstop, back-to-back. Going off-queue for a breather is the only way to stay sane — and we’re punished for it. • HR is performative at best: If you raise concerns the “right way,” don’t expect any meaningful follow-up. Issues vanish into a black hole. • Leadership doesn’t lead — they deflect: There’s been a clear lack of accountability from upper management. Concerns from the front lines are ignored while we’re blamed for metrics that are impossible to meet under current conditions. • New CEO, same broken culture: The focus is on appearances — not people. Everything looks fine on paper, but behind the scenes, agents are burning out and dropping off. Nothing changes because nothing real is ever addressed.