Pros
Department management makes effort to accommodate work-life balance requests. Supervisors are mostly motivated, helpful as much as possible when possible and polite. Training is provided and is thorough and engaging. Work from home. Equipment provided. $40 monthly internet reimbursement for remote employees.
Cons
Will hire and keep underskilled candidates for the job to stay within budget. Refuses to give more than a 5% raises (if that, avg agent gets maybe 3% during annual reviews), regardless of current world crisis and inflation. Reasons given are due to budget but management and above continue to receive holiday bonuses. High performance reviews do not translate to monetary value. Refuses to add quality assurance department to mitigate client complaints but will continue to pressure leadership and below to be perfect in a highly manual workflow. No formal training for new supervisors or team leads leading to inconsistent growth and development results at the agent level. Systems are riddled with spontaneous errors and glitches creating clean up work, further hindering understaffed leadership. High attrition at the agent level due to poor pay-to-workload balance. Understaffed and often scrambling to fulfill SLA agreements due to high call volumes. Horrible high deductible health insurance. Outdated, minimal employee assistance program.
