Pros
Work from home and 401k.
Cons
Holiday pay - is only given if you are a model employee a full 3 months prior. Any minor attendance issue (little late one time) boom no holiday pay eligibility for a whole quarter. PTO - May as well not exist as it will almost never be approved when would want or need it regardless of how far in advance you request it. At the end of my first year I literally attempted to request every day off for the last couple months - all denied and I lost 3 days of pto because it doesn't carry over into the next year. They dont have a calendar you can look at to see what is available. Your supervisor has no control. Staffing team is veiled behind a call queue. There is no sick time and you cant use your pto for any days missed. Scheduling - is the worst. If you want your 2 days off to be consecutive, they have to be weekdays (cannot be friday, sat, or sunday). You can get a static weekend day but the other day just floats around often getting you something like mon and tues being your other day off. They do offer 4x10 which i did to increase my chances of getting that feel if a real weekend rest, but this will burn you out quick. Which I’ll get to next. Mental Health and work balance are awful. No varied responsibilities for your average agent. You signed at take calls constant apart from 15min breaks, weekly coaching, weekly team meeting, and the rare training module. Let me tell you though you would prob just wish you were back on the phones as team leads will use team meetings to drone over articles for 45min. No team building, morale boosts, or reprieve from the core of the job. 30min weekly coaching they will almost literally comb over everything you did for the past week. I was a good agent. Compared to my other team members in terms of numbers and customer satisfaction most werent even close. Even then coachings were no praise and constant criticism. Their system is built this way. They claim they have employee rewards, benefits, contests, and thats true. However rewards come from the clients you are contracted to take calls for and contests are 100% reliant on you taking time consuming steps to participate ie your own time. Because doing those things isnt a reason to be not on the phone with a customer. Even going to the restroom is docked from your pay which by the way is barely worth it. Communication - is the worst I have ever experienced. Every section of the company that is relevant for you to interact with is walled off and very hard to talk to. For example calling HR often goes like this: Call HR, wait on hold for 2-3minutes, no one answers, system tells you try again later, NO VOICEMAIL. ..HR doesn't have a voice mail…bring up something with your leas or supervisor “lets see if we can schedule some time off the phones to actually talk” At the last three months they dangled a carrot telling everyone multiple times that we would all be getting s “substantial” pay increase company wide. This wasnt a slip of the tongue. It was repeated over and over. It wasn’t even a dollar. The following year the changed their attendance policy. It was all explained to us that it worked a specific way multiple times by every level of management. They let everyone go almost an entire year before “correcting” a “misconception” about it causing many to be on the brink of a termination for attendance. People were just trying to use the attendance policy to their advantage as it is difficult to get time off to get anything outside of work done. There are so many awful things that it is hard to recall or talk about and keep a level head. I have 20+ years experience doing IT and customer service. This was hands down the worst company I have ever worked for and I put in a year with Walmart. I wouldnt recommend this company to anyone.