Pros
The cafe was good, like a restaurant & so is the the food truck outside. The pay was decent. My old manager was great before they replaced her. That's when I left. My job(MetLife campaign) was definitely one of the easy and that mixed with the pay is the only reason I stayed.
Cons
Management, training, communication, etc. When I was hired they didn't even know where to train us. Most of our day 1 training logins didn't work. We moved rooms during training like 6x and they apologized with coffee & bagels. Training didn't even include teaching us how to use the phones. Management alluded to changes happening without any timeframe because nobody knew. The communication between MetLife, Sutherland, and us (employees) was a disaster. Deadlines were ALWAYS pushed back. MetLife would change the rules, Sutherland wouldn't tell us, and then we'd be at risk of losing our jobs for not following a new protocol we didn't know existed. The systems we used for work were also incredibly outdated and I was out of work for an entire week once when my computer wouldn't run the program and nobody could fix it. Even before that most of our problems couldn't be fixed by IT and required phone calls to both Sutherland & MetLife, both equally incapable. They gave us 48 hour notice that we were being sent to work from home after saying 'definitely next month' for 6 months straight. I can not stress the complete lack of trust, reliability, and ability to manage a team. And I was in a department made up of only 20 people. The smallest one at Sutherland. We had almost 40 at one point, which greatly reduced how busy we were (as we would get back to back calls) but the new manager fired everyone at the sister location within a month of being our manager. People quit at Sutherland constantly no matter which department you were in. We placed bets on who would finish training for AT&T retention because so many quit without completion. Also everyone SAYS you can move up fast but the only people I saw move up were manager friends they hired.