Pros
Pros are working from home.
Cons
Reps are overly micro managed. We are graded for almost every word we say to our members and are graded on it. We are given a script but it doesn't neccessarily pertain the same for every call. But if you don't say everything in the script you are downgrated in a monthy report. Several new systems were implemented in the last few years. No matter how much we try and explain how these systems work it falls on deaf ears upon upper management and then they come back and blame our supervisors who are trying to keep us at bay. It's a vicous circle but we are the one's paying for it. The new phone system still isn't working correctly after 3 years and it's not getting changed anytime soon. WFM is a big joke. Hard to even get a Dr. appt. All we want to do is help our members who are the most vulnerable, but we worry more about what we say and how we say and worried we're not keeping to the script. We pay too much attention to our time under WFM which distracts us from the calls. There is no flexable hours/times.