Pros
The manager at the location I work at is wonderful, great supervisors that go above and beyond and great co-workers. Work-life balance is okay. Decent PTO benefit. Decent 401k match (5%). Other benefits are so-so, good medical coverage without an astronomical premium is not an option. Its a job. Not super hard to do, but can be mentally exhausting.
Cons
They expect team leads to work as supervisors, supervisors to work as managers, all for less pay than they deserve. Seasoned reps leave, so they hire new employees who are paid at a higher rate than those that have been there for several years. Training is so-so. Extremely low employee engagement. Last summer, employee birthdays were recognized, there were bonus options, we occasionally had lunches provided by management. This all stopped first quarter of this year. The upper echelon of the contact center business unit seem to only care about the bottom line. Terrible communication between upper management and contact centers. If you're thinking about applying and you look at the benefits listed on the the website or any of the cool stuff posted on the social media page, don't expect to see ANY of that at the contact centers.