Pros
Well, I took a leave of absence in late 2021 and have returned a couple weeks ago. My old position was no longer available so I was voluntarily demoted, but no change in pay. It was great in 2021, though there have clearly been many changes since I left. Training for new position is fantastic, job is actually harder. Pay is fair. Lower and middle management are pretty great, I have no opinion on upper management yet. Work/life balance in this role is fine for me because I’m an agoraphobic weirdo, I’ll gladly take the shifts nobody else wants. They’ve improved their technology. One of the manager follows me around in the morning, I am guessing to make sure I am “okay.” She is very kind and I don’t mind it at all. I know nothing about the new CEO or upper management.
Cons
Look, there is going to be micromanagement and emphasis on your numbers. That’s just the way call centers work, even remotely. Though I hear it’s gotten worse, I am not able to confirm or deny this yet. So far, all I have seen are improvements, though I am still in training. I am afraid that my position will be considered redundant and eventually eliminated, and some reviews claim mass layoffs which is also scary but could be absolutely not true. My only real complaint is more personal. I have been told multiple times to not disclose my non-visible disability, the reason I am given is it’s so I don’t violate my own privacy, despite that not being a thing. I have consulted attorneys and the ACLU and I can absolutely disclose it to whomever, whenever I want. It’s like one of the few things they can’t fire me for saying. In 49 states, employment is “at-will” and they can generally dismiss you for whatever reason they want, or without any reason at all. So, good on you, Montana. All 300 of you got lucky. My disability sometimes causes me to exhibit behaviors that seem strange to others or like I’m being a jerk, and not explaining myself leads to undue additional psychological distress. I do not plan on filing any sort of complaint because I don’t think they are willfully violating me and I believe the root is a misunderstanding of the ADA and HIPAA, both of which I am very familiar with. Aside from that unique situation (most people only complain when forced to disclose a disability,) there really aren’t any cons that don’t exist in every other call center in the country. It’s a good company to work for.