Pros
Overall, the work environment is nice. Training team and general human talent are amazing. It's not like other call centers where you're forced to chase people or sell stuff. Pay is decent.
Cons
There's contradictions everywhere. Their work policies change every now and then, don't get me wrong, change is good, but it is good as long as you let your employees when things are changing. TLs and supervisors work in their own world, workforce team says ''white'', TLs and supervisors say ''black''. You're tied to a scorecard where a single bad call can f up your entire scores - if they just check only one call where you forgot to mention something or said it different, you get a bad score. They don't care if you had amazing calls, just one is enough to mess it all up. You're asked to reach specific metrics that sometimes are unreachable. I'd need 2 extra set of arms to count how many times i've heard sups saying ''if you decide to take your break, it's up to you, your break or your money''. at first, policies stated that sick days were paid at 60% if proving documents were provided and if your tl/sup agreed to them. turns out policies changed from one day to the other and sick days are no longer paid. a lot more to say, but well... it is what it is, and a job is a job.