Pros
- WFH is a big plus - Live & Work Anywhere program is another perk though "anywhere" is really a stretch - Decent pay and benefits though pay equality in Canada is lacking compared to same roles in the US - Belo days
Cons
- Nothing premium about the role, it is a regular call center job - Constant abusive, threatening and entitled users, agents are expected to absorb harassment without adequate company intervention. - Exhausting work and stress due to high call volume and cases - Little to no support from managers who are largely inaccessible due to meetings, leading to a sink or swim environment. - High-pressure QA audits demand flawless execution of ever-changing scripts and protocols, regardless of high call volumes or the difficulty of the customer. - Working lots of unpaid overtime during busy peak period to keep up with work load. Either you stay late to clear your queue for free or face performance management if you work quality/scores drops. - "Schedule Adherence" metrics are punitive You’re penalized if a call runs into your break, but penalized if you drop the call to take the break. It’s a lose-lose.