Pros
None- worst position I’ve ever held. Sold as a supportive and team-focused, but day to day it’s all about numbers. KPIs matter more than people, and you feel that pretty quickly.
Cons
Training is rushed, felt like being back in school and you’re expected to just figure things out while taking back-to-back calls from stressed or angry customers. Need help and got a question? Good luck. Managers prefer sitting and chatting to other managers on teams all day than getting up and helping. Oh and when they do? They tell you to go and call the support team next time or check knowledge article that a pre schooler could write better. Managers talk about wellbeing, but the pressure doesn’t really match that message. Everything is monitored — call times, breaks, stats. You’re constantly being monitored and calls constantly listened to, all in the name of coaching. Can’t step away from your desk for a second without needing to tell someone what you’re doing. 1 minute late from your lunch break and you’re lucky if you don’t get a talking to from your leader. Some coworkers are great, but burnout is common and turnover is high for a reason. Pay doesn’t really match the stress, and career progression feels more like talk than something most people actually get. Constant technical issues. Expect to spend 10+ minutes before each shift sorting out the constant issues with the laptops and systems - 3 of them running at the same time on a low end surface laptop!?!? I’d avoid this at all costs, it’s a ridiculous job. There is a reason why turn over is so high and it’s not because employees move in other areas.