Pros
-People are people: many coworkers and several leaders/supervisors are hardworking and make an effort. -Benefits are decent. -All the hours you could want... and then some
Cons
Overall it hits all the checklist items for a toxic work environment, listed below: -People are people: there are a number of temps running through especially with recalls, and that means stolen property, added strictness from management, and constant turnover. There's also lots of gossip and drama among people, which sometimes turns into harassment. Management falls on the side of the harassers, finding it easier to fire one person than discipline others. I had more than one friend there who was terminated for putting in complaints or requesting to be moved away from hostile coworkers. I myself had an issue with someone who said a few things about a recently-deceased family member and found myself being threatened by management, which was the point where I doubled down on the search for the better job I have now. It also took them over a month to get my bereavement pay because one person didn't click the right thing and no one wanted to review it until I contacted the Dept. of Labor. -The majority of management plays favorites pretty blatantly. -High-pressure: constant emails about what people are doing wrong with an underlying threat of termination, very high demands on number of calls to be made with ECs in particular--11 an hour minimum means you cannot have anyone put you on hold for more than 60 seconds, but if you hang up and try another call, you will get penalized for not completing the account. You're also being scored on call quality, which means you have to pray to get a voicemail. It's a vicious cycle that even the quality monitors find excessive. -Culture emphasizes productivity and numbers and bottom lines, using threat of firing to motivate employees. -The best opportunities for call center workers are to get extra work and stress for $1/hour raise as a team lead if you are well-liked by management... or to work from home. There are no other opportunities for career advancement, and they do not want call center employees going to other departments like HR, IT, Finance, etc. It truly clicked for me when I saw the monthly "spotlight" bio about an employee who had been there for five years answering calls without any opportunity or hope for advancement, pay raises, or career growth.
