Pros
- wages are above average - wage increases are (at time of writing) at 50 cents every 3 months, for 1 year - bonuses monthly based on metrics
Cons
- managers work for themselves at your expense - tight monitoring (screen capturing on top of all the basics, ex. call recording, heavy metrics) - no real support, just do better. often-times you know more than the supervisors/managers do about your job - all but one promotions and higher paying jobs were given to the international sites ( i was there for a year) -false hope regarding opportunities consistently given by management. they will not want you to be promoted because if the managers lose you, they lose their best agents, therefore, they lose the metrics that make their own promotional opportunities shine. * I was top 10 on-site for a couple months, and number one on-site for a week or two early on. This is out of 75+ people in the Kansas City location (2 months into the job around January 2021) doing support for Frontier's FiberOptic Tech Support department. After many coaching's I was given the impression that I would either become an SME (subject matter expert) and was even asked to apply to a Team Manager position. When I went to apply the same day, the application was not there, and management told me "Hmm, not sure, I'll look into it" with no follow-up or any replies about it in the next week or so. Then they hired only Team Managers (multiple) from the Philippines site shortly after, who I had to train on our technical processes so they could effectively support the agents under them I could go on for a while, but if you end up here, don't believe what you hear, no matter how good and useful you are. You will be replaced without a second thought and save them a decent amount of money for that new employment. Their M.O. is to maintain churn, create false hope, and make you believe you are part of what the company's motto suggests: "Put people first, drive breakthrough results" Another thing I will note, is that there are constant changes to your work load (adding support for other Frontier services without any wage benefit, it destroys your metrics, so bonuses are reduced as well, and you're offered no choice to opt-in/out support for these outdated services whatsoever)
