Pros
Flexible roster and friendly environment. Supportive management.
Cons
High volume workload, high stress, extremely high employee turnover rate- constantly changing teams and managers. Micromanaged, everything is monitored from going to the bathroom to lunch, meetings everything. High expectations with low salary. Not even 1 second between phone calls for the whole day due to how understaffed they are. Constantly being the punching bag for all unhappy customers with no incentives to help you reason with customers. Nobody I worked with liked their job. Constantly being told that we have the most important role being on the front line talking with customers yet get payed the least. Career progression didn’t happen in my time because they can barely keep 1/10 employees. The employees that remain are the only ones trained in the position meaning management doesn’t want them to change positions for an already understaffed role. Told to answer calls down to the minute of your finish time for example if you finish at 5pm and a call comes through at 4.59pm you need to answer it otherwise it’s labeled “call avoidance” meaning big trouble with management. So overtime is inevitable. Wouldn’t recommend.