Pros
-Plenty of support in the Team Qube rooms (ICU teams are EXCELLENT and extremely helpful) -Good co-workers who are always willing to help each other out -Coaches are awesome (very knowledgeable, very helpful, very approachable and always willing to help employees that are struggling, I can think of two coaches in particular that consistently go above and beyond on a daily basis) -Floor managers are generally excellent and very receptive to workers' needs -Excellent benefits package -Some good performance incentives -Full-time hours
Cons
Terrible shifts and scheduling (my main problem with working at SGS) Over-reliance upon metrics Abysmally poor training (Training doesn't cover most of the tools used in actual calls, doesn't prepare you for calls adequately, is rushed, frequently goes off-topic. Only helpful part of training was the nesting period.) Poor vacation request policies Poor pay to work ratio For the amount and scope of work done, pay could be significantly better Favoritism is abundant Impossible to live a normal life with most shifts offered Overly strong incentives and blitzes to have customers upgrade their services; those that don't upgrade on a regular basis are immediately targeted by senior management Workload is overwhelming in many instances and seems to be inconsistent in how it is divided around the production floor Audit reports are a bit inconsistent in their grading scheme One can easily get the impression of being expendable (i.e. no strong sense of job security) Absolutely thankless job