Pros
Benefits are good, income potential good with uncapped bonus potential. Good hours with shift options.
Cons
1) training was a night mare. Not because the the knowledge base was not there but the changed where they were going to place us, not once but 3 times in the 2 week training period. Some of the possible options I had no experience in but that didn't seem to matter. In the end it came full circle to the orginal area we interviewed for, all that stress and confession for nothing. 2) transition was unorganized when walked to the floor still not knowing who our supervisor was, no one even knew where we where expected to sit. When finnally sat several times it was decided that it was a mistake. This went in for the entire week. Some of us left behind if the team was moved on their day off, finding no where to sit upon their return. This lead to us spread out randomly throughout the floor, not getting the help or attention needed as a new hire. This continued untill our supervisor was decided and moved to our finnal team. 3) management and employees have a huge disconnect supervisor teach change in service to wow the customer, to better their reputation. Their rating is in the negative below zero rating among customers, they hired an outside company with a multi year plan to change it, spending millions in training, marketing, and branding. I give them major props for this and there are some success and changes being made. Employees voice is being heard on some levels with positive results. But supervisors don't hold themselves to what they teach, example- the policy told to employees is if customers asks to speak to your manager to tell customer it will be 24-48 hrs for a return call. You then email the info to your supervisor. It's common knowledge if asked supvisors do not return customers calls. That customer will call in again and justifiedly so very upset and angry. Even more frustrating is when the agent gets scored by customer in s survey they get marked down for something prior out of their control. In a defense supervisors appear very over worked, always off floor away from their teams in meetings. They have no assistance with time consuming tasks that are not sensitive in nature, other call centers I worked have a team lead to do these tasks and assist with coaching, and driving the team. The supervisors need the tools to manage their time better, and get on board with what they teach to better the company. 4) supervisors are not in touch with how to handle HR issues or proper technical conversation of OSHA privacy. What can and can not be said or asked. I have experience myself or seen. A supervisor tell an employee that the supervisor had a family member who is a nurse, they said the illness was not serious. Not sure why they needed leave. I employee returning from leave without a activated badge or system access, the supervisor told employee that those were not his job, proceeded to do nothing to assist. Seen myself many employees and I myself have experienced problems with Sidwyck, the company who handles many of our leave benefits. They are flat a horrid company making many mistakes, then will deny you for their mistakes. Lost faxes , changed policies midway, short time frames even with their mistakes. It seems they are hired to protect Comcast bottom line, not as a benefit. Comcast to my knowledge has never investigated the claims or even questioned why employee's have so many problem. Supervisors do nothing to assist. Many employees seem to get lost and either quit or get fired on a tectinal issue I believe probably no fault of theirs, either way they are gone. I was once coached once just weeks out of training the entire session was spent showing me how much money I cost the supervisor pay check. If I had performed at the same level as the rest of team he would of made $x.xx but I dropped him to $x.xx . Then proceeded to explain how had he could get me fired. To forget HR and time lines. He would write me up everyday 1-2-3 strikes your out, gone in a week. He gave me a month, but in two weeks I was moved to another floor and department. He told me he was doing me a favor. Sups would talk loud in front of employee how they wish they could trade you for another... Very toxic enviroment at times.