Pros
Management is competent, approachable, and willing to listen to employees, especially new hires. The Call Center Manager is outstanding and really cares about the employees. And not just with job performance scores, but with personal issues as well, like money and a second job. One of the best supervisors I've ever had. She knows the business, as she started out as a call center agent years ago. If the call center, and for that matter, most jobs in customer service could be staffed with people of her personality, know-how, and care, the world would be a better place. The pay is decent for the type of work, there's paid training, and they pay you on time. And you can request time off for the holidays. The manager also did weekly email updates of our schedules and new golf courses coming in, as well as feedback from the golfers and pro shops, as they are the clientele that EZ Links serves. This also included weather updates, seasonal maintenance, and televised golfing events that would impact our selling of tee times. I thought that was outstanding!
Cons
Middle Management: Leads and Supervisors. Unprofessional. Petty, vindictive, and small-minded. The most aggressive agents seem to get promoted. I said aggressive, not assertive. And somehow, their rudeness to coworkers is overlooked in favor of their productivity on calls (and some of them are very good on calls). The call center leads seemed to get promoted without any coworker people skills, which is ironic for a call center that is based on building rapport with golfers (who can be a difficult and hostile crowd). Interestingly enough, the golfers weren't nearly as tough to deal with as the people promoted to lead agents and on-floor supervisors. Lots of confusion, inconsistencies about course policies and call scoring, big egos, and rigidity, even in group meetings on how best to improve the incoming calls and call center environment.