Pros
Get to work virtually - remotely
Cons
Insurance costs are through the roof. Zero trust with remote employees. Lots of recent leadership change, rules & expectations change on the fly such as calls per hour. Lack of a level playing field, some agents expected to know 5 GDS's other just 1 yet still get paid the same. What is good for the for the goose is not good for the gander. Middle management is extremely rude to front-line agents and it's deff. the good ole boy's mentality. My first year was like family with acknowledgment of milestones such as birthdays and holidays with bonuses for overtime. Then BAM change in leadership the overtime spiffs such as Starbucks or movie theater gift cards stopped coming, there is zero acknowledgment of working OT or empathy for any personal situation. In fact, with the latest leadership change, the new policy is "Mandatory Overtime" thus cutting even more into my work-life balance. DO YOUR RESEARCH before applying as the pay is not on par with the location and if you cannot tolerate nonmatrixed organizations this place is not for you. Leads and ticketing agents are GODS and front-line agents are pond scum. Praying that the economy picks up soon so I can move onto a company that cares