Be careful during your interview, they will tell you everything you want to hear in order to get you in the door. Turnover rate is HIGH, and they halved the training time and expect you to meet basically the same cph as seasoned agents.
Mandatory Overtime- Non negotiable, was told that this was no longer an issue due to expanding the team, but it's still a regular thing.
Micromanagement is crazy here, It is MANDATORY that you clock in 5-10 minutes before your shift or you are considered late and you will be written up, You are not allowed to leave at the end of your shift until your queue is clear, however you must stay available until the end of your scheduled shift. Guaranteeing the fact that you will be stuck doing overtime everyday as your personal queue will just keep filling up the second you close a ticket.
QA highly discourages the use of macros, which makes answering emails. chats, texts longer than they need to be as not every sentence needs to have an emoji girlie pop.
Overall unrealistic expectations and workloads for the customer support team. You are expected to juggle several different channels at once, as you hold onto your queue all day, so if you are scheduled for phones and have an active sms responding while you are on phones you're sol and expected to still respond within TWO MINUTES of their response.
Schedules- No guarantee you will work the schedule you were originally hired for, they also don't disclose the fact the weekend hours are different up front. So if you normally work 130-10pm M-T if you work Friday-Sunday you have to work an early am shift. Having someone get off at 10 IF they don't have to do Mandatory OT (Up to two hours) they have to be in 8am the next morning.
