Pros
Health insurance, 401k, reasonable pay, consistent schedule (outside of the OT). And the tenured staff was very knowledgeable and helpful.
Cons
Overtime is constant and never ending. Leadership kept calling it "non-optional additional hours" anytime we called it overtime. But they knew what we meant. It was so hard to have balance because when I had a chance to rest, I was having to work my required overtime during that time. The overtime and constant micro-management caused my anxiety to be the worst it has ever been in my life. I quit 4 months ago and I'm still recovering from the burnout and anxiety. When I left, they were increasing the required overtime. There was constant micro-management. I was constantly reminded there was a report for everything I did, including my key strokes on my computer. And no matter what metrics I was meeting, there was always something I was getting hounded over- the number of calls I took in a week, or one task I completed. Didn't matter. There was always something they micro-managed us over. The hybrid schedule was awful. It was so much more stressful when I had to commute into office one week out of every 4 weeks. The decision to have a hybrid schedule was largely unpopular, from the CS's to even managers. It was clear the executive leadership teams were not listening to what the employees were saying. It was almost impossible to be able to take time off. You got PTO bids once every 6 months. And if you needed an extra day off after the bids, it was almost impossible to get it off. The availability to take time off was almost non-existent a huge majority of the time. So, if you needed a day off and it wasn't available, you 3 choices- find someone else who has the day of and see if they'll swap with you, try to see if your manager approves it manually (hopefully your reason is good enough for them), or you just call out. Quite frankly, I would not recommend anyone to work here. It's quite clear that the VPs who make decisions on staffing, do not care about their employees wellbeing and only care that they're making the profits they want to see. And it's apparent because they have a very high turnover rate. Partially because the training is not adequate for the demands of the job, and they are not doing enough to keep employees. There's a reason you'll see people tenured 20 years, and then people employed for a few months, and not a whole lot in between the 2. The new hires see it for what it is and leave. To explain how taxing this place of employment is- I had never regretted any day I called out, but regretted most days I logged in because of how miserable it made me to be there.