Pros
The offices are great, they will help pay for your license, the people you meet are diverse and lovely, there are many leads that do care, WFH, good benefits plus a few extra perks here and there. The new VP of CX means business which probably is a good thing in the long run but….
Cons
Toxicity only gets worse before it gets better. The values are a trap. Be bold - but only if your opinion falls inline with what senior management wants. Be customer obsessed but don’t dare ask for exceptions. Be big hearted - but be careful of over sharing or making time in your day to check in on your friends without your metrics plummeting. They way leads pull metrics and senior management pull metrics are very different and create confusion of your actual performance. Recently 52 people were let go for performance issues. As the names started to become “deactivated” I thought sure there were a lot that it made sense- they shouldn’t have been hired in the first place. There was a lack of reading compensation skills so many of these were the problem. But there was a good handful that were TOP performers and only had “poor” metrics because they spend a lot of the day working on “secret projects” (which was ENCOURAGED) or other special projects with other departments to help lift the teams as a whole , but that wasn’t accounted for. So yes on paper they did half the number of tickets as another person - but they were working in the other responsibilities their lead asked them to do. There is no empathy, or creativity allowed anymore. The best talent /leads are leaving for new/better opportunities leaving those of us that remain in the dust to just turn into a robotic call center. The ship is sinking and it’s only a matter of time before we all drown.