Pros
It is a work from home job.
Cons
The recruiting/hiring department is impossible to reach. The company is a staffing agency. I was told to switch "programs" I would just have to contact my manager and tell them to switch me. Does not happen. You want HR help? Absolutely not. Direct deposit? Yes they have it..but good luck getting them to process it. They do not tell employees anything when they hire them. Employees are left feeling lost. Who do I actually work for? There are 4 company names involved in my position. The company on my paycheck-none of them. They are very unorganized. There is practically zero training. They contacted me about starting on a program...then left me in the dark for a week-and I was contacting them every day. Then the program was canceled and I was told another week we have a new program. Okay-fast forward 2 MONTHS! Out of the blue-we have a program. AWESOME! Super excited. A week later-sorry it is cancelled. What? Okay. Two weeks later-we have a program! Really? Third time's a charm. However, the training is VERY MINIMAL and does NOT prepare you for the positions. Your manager and "sups" and "team leads" are not qualified and provide zero assistance. The expectations are incredibly high and the pay is incredibly low. At first it was okay. However-they keep shoving more and more of things that are handled by management to workers. I have to track my call time, hold time, handle time, clock ins/outs, logged on time, system issues time and more. The thing is-they don't give you time to do any of it! You are to be on the phone the entire shift-which you are hired to do. However when it is back to back calls the entire shift-with more than 500 calls holding at almost all times-you have zero downtime to do this extra work. They started having us correct our time punches-which is of course completely understandable-I forget to clock in from lunch then that is my fault. The "web form" they give you doesn't work. I corrected a punch and a week later had to ask my manager about it. She never got the email it said it was going to send her. AND when I asked what to do...she had no clue. Come on. I know it is my mistake, however I am following procedures and trying to correct it but the procedure is not working. This affects pay. Unfortunately this is how EVERYTHING is with this company. I can't wait to get out of it and away from the threats of being removed from programs. My quality scores are perfect-literally perfect scores. However my calls run a few minutes longer than what they want. Do you want me to do my job or just push people off so they have to keep calling in and wasting their time and ours? It just doesn't make sense. System issues? They tell you to call IT. Okay, you call IT and you are on hold for 45 mins or more and don't get paid. They say you get paid for the amount of the time the ticket is open. Well if I had to wait on hold or wait for them to call me back for 2 hours and then they open a ticket while I'm on the phone with them and it only takes 5 mins to solve the issue then the ticket is closed-I only get paid for the 5 minutes. How does that make sense? And the issues are NEVER the employee's issue. It is ALWAYS a system issue with one of their systems. It is crap. BUT it is a job and you have to do what you have to do.
