Pros
Most members of leadership are genuinely dedicated to making the company a better place Company cookouts Often provide meals for agents working abnormal hours (overtime, adverse weather conditions, holidays) Decent opportunities for experience and promotion to a certain level
Cons
Frequent changes without proper notice on major terms/benefits including a 3 day notice of change from salary to hourly (which meant a loss of sick days, etc.), change in PTO accrual, position responsibilities, 1 week notice in insurance change. Short-sighted: it's a relatively new company so they focus too intensely on signing contracts with new brands and saving money rather than investing time into signing sustainable contracts with new brands and investing time and money into recurrent training No annual review process (in fact, my supervisor was specifically asked to stop performing annual reviews to simply give us feedback and help us improve) Very little feedback on performance at every level: few (if any) coaching sessions for agents, no feedback in management No clear career pathing Although the company would like to focus on employee satisfaction, most common employee requests are ignored or dismissed as impossible. This includes simple requests like assigned desks (so agents have a place to go every day), personal headsets (agents must share headsets), more seating in the breakroom, no breakroom provided for middle management No raise structure for tenured employees No 401k Low moral in phone associates and the middle management which serves them Ineffective Helpdesk - IT requests are often ignored or not responded to for weeks. New associates can expect to wait days if not weeks for full access to systems they are expected to use on a daily basis Frequent shuffling of employees to different positions without pay increase to coincide with the additional training. Any one person could be shuffled from one day to another into very different roles: QA to supervisor to trainer to recruiter, etc, etc. Pay at every level is way below industry standard, this brings in less qualified and less reliable employees and contributes to incredibly high turnover rate both at agent and management level Schedule changes for agents and unrealistic expectations (high turnover in workforce roles and poor screening contributes to this) Little or no training for those in management roles Facilities upkeep is very low. Most desks and rooms are never cleaned and no supplies are even available for anyone to clean rooms or desks themselves
