Pros
There are quarterly bonuses and room for advancement.
Cons
Extreme micromanagement, among other things: ~During the interview they tell you that they make it a fun place to work. This is a lie. ~Besides a couple of nice supervisors, the rest are arrogant, rude, and largely unhelpful. One supervisor criticizes and complains about the CCRs on her public facebook page. ~During really busy times, they enact mandatory 30-minutes lunches and overtime. ~Supervisors and QC are not in sync with the policies and procedures, so CCRs are sometimes given low QC scores after doing something a supervisor told them to do. ~It is extremely hard to get time off when there is a "critical day" (a day that is anticipated to be very busy). Your leave request will be denied. If you have an emergency at home and have to call in, it counts against you in a big way. ~Breaks and lunches are scheduled at different times every day and CCRs are expected to stick to this schedule or it counts against you. If you are stuck on a long phone call and are late to your break, it counts against you, which affects your bonus, your work schedule, and your chances for advancement. With their system, a CCR can potentially accumulate 4 tardies in one day (morning, first break, lunch, and second break if you are more than 3 or 4 minutes late.) ~CCRs are told that that they are only take a personal break if it is an emergency. CCRs cannot chew gum or have candy or other snacks. ~Because it is a new contract and positions need to be filled, low-quality employees are promoted to higher positions. ~All supervisors, male and female, including the main call center manager, have visible tattoos across their arms,wrists, feet, and backs. ~Management does not follow their own employment policy and has been known to fire people arbitrarily without following their own procedures, or allow others to remain employed when they should have been let go.