Pros
I worked at SWBC for nearly six years and, for the most part, had a great experience. I started on the phones, advanced to a lead role, and eventually became a Training Specialist, a role I truly loved and took pride in. The company offered good mileage reimbursement, a solid per diem when traveling, and provided many opportunities for growth. As a trainer, I was proactive in improving the process by creating keyboard shortcuts, attendance trackers, and constantly updated training material. I helped IT and HR with tasks. Including setting up equipment, and troubleshooting access issues. I trained about 300 agents and maintained a strong 4.9/5 rating on feedback surveys. I witnessed firsthand how improved training helped stabilize agent retention and boost department performance, which made me feel like I was contributing to something sustainable.
Cons
Despite the positives, there were key challenges that eventually led to my burnout. I experienced a lack of recognition and uneven managerial support. Some of my ideas were implemented without acknowledgment, and I was left to handle tasks like payroll corrections entirely on my own — even during weekends, while other trainers received help. When traveling for training, HR and IT support was only available the first day, leaving me responsible for everything else, including dismissals and equipment returns. I recall driving home in the rain with training equipment only to be reprimanded harshly by Head of Security the next day for not dropping it off at an uncommunicated location, per my former Manager's direction. The lack of appreciation and constructive feedback was demoralizing. Additionally, although my contract capped travel at 30%, I ended up traveling more during my last year. When I expressed burnout to my manager and HR, there was little support or retention effort, and I was essentially left to walk away from a job I once loved.