Pros
Decent scheduling if you have any seniority. Friendly work environment. Decent wage
Cons
Ever since Charter acquired TWC they have began implementing very aggressive changes. They have decides to get rid of overseas support before bringing on more phone reps. Due to this change the call volume is non stop giving no chance to even catch your breath. This alone would not be too bad if not due for the fact that our time on calls are heavily monitored. Even if the customer needs additional time to have their issue resolved, Charter would only allow us about 10 minutes to trouble shoot. Additionally, Charter has brought in multiple forms of tracking programs/tools that we are forced to use (even if that particular call may not require it). This directly goes against their desire to have us finish our calls fast and efficiently. They do not care about this and will still penalize you. We are constantly threatened by our management to adhere to the changes even when we try to voice our concerns in a calm and concise manner. It seems as if they intend to take away our identity as respectable problem solvers and make us nothing but a number. We are essentially the overseas support Charter promised to get rid of. Our new business model is almost identical to theirs. I have personally never seen moral at the office this low. When every single person has a problem with something then something is clearly wrong. The higher ups brush our concerns off as if our opinions mean nothing. Although your coworkers and supervisors may be friendly and helpful do NOT expect to be anything more than another gear in the machine.