Pros
Starting pay is decent. Training is minimum wage but once you hit production you are paid $9.25/hour. A supervisor makes approximately $23000/yr before bonus and are salaried employees. Bonuses are about $1000-2000 yearly. Managers and Assistant Call Center Managers are paid about $26,000/yr before bonus and are salaried. Bonuses are about $1000-$3000/yr. Based on location, there can be easy advancement opportunity if you are motivated and the client has a range of positions available. The hours are typically good. 95% of the employees are scheduled full-time, the rest chose part-time. The people you meet along the way are awesome. It provides great job experience. The work environment is ok, and employees are provided 2 paid 15 minute breaks and one unpaid 30 minute lunch. Supervisors are alloted an hour lunch but are scheduled for an additional 30 minutes. The Benefits are ok. Dental, Vision, and Medical insurance are provided. Administrative insurance is better but is only provided to Supervisor and above. The Call Center Manager works to provide perks to employees to keep them motivated. Game systems, gift cards, to ipads are given away, on a monthly or bi-monthly basis.
Cons
Stress levels are extremely high for everyone. From the agent level to Call Center Manager. This job is guaranteed to bring stress into your life, almost on a daily basis. There is a lack of communication in all departments. One head doesn't know what the other head is doing for a week later. By then most agents have been held accountable for a policy they weren't even were aware existed. There is a pay cap for agents. It used to be $11/hour but I believe it was taken down to $9.25 unless you advance. Supervisors do not get their annual reviews on time, ever. If they are lucky enough to get one, it may not even result in a pay raise. Accountability seems to be the key motivator for this job as any day you come in you are likely to be written up for something. This job is about producing results, not the effort put in. Some people are able to perform great consistently, but not the majority in the Albany area.