Pros
-Great pay even at start, on the higher end for this job in the industry. -No prior experience/college degree required, paid training once hired. -Catered breakfast/lunch daily from Evergreens, stocked kitchen with beverages/snacks. -Med/dental/vision insurance premium paid for by company if you are single. -If you are an hourly agent, great work/life balance, no work to do once you clock out. -If you are smart enough, you'll find the skills you gain here can be transferred to a different job in the future. Many people actually leave the company on good terms for better jobs out there in the industry. -Yes you do have to work holidays if it falls on your scheduled shift, but you get double pay or you can choose to defer your holiday for a later date. Thanks to holiday deferral I can take those holidays off at a later time together (5 in winter, 3 in summer). They also order special catering on holidays and they are good quality (prime rib, turkey, pies, the holiday goods). And after the winter holidays they host a party in February at the office just for us with more food and an open bar. Working holidays is not a con for everyone, and if you don't like it go work somewhere else and stop beating a dead horse already. Get realistic and stop expecting royal treatment like you're a SDE at Google or Facebook, you are a tech support contractor for online e-commerce. Working holidays is at the request of the client, and they're doing the best they can to make it tolerable for you.
Cons
-Promotions within this engagement usually give lower than industry average pay raises, do it for the title and resume building but don't do it for the money. -No 401k matching. -Rigid retail-like shift schedules, now that our engagement is much larger we should look into the possibility of shift swaps between agents. -Some TLs are just walking bags of rocks that memorize policies and not much else, so they don't really lead, they just regurgitate information. The unhappiest agents usually come from those TLs. -PTO isn't terrible (10 days 1st yr, 12 days 2nd, 15 3rd and after) but it should be better, all employees should start at 15 days in order to remain competitive with other tech companies. -That attendance policy with the points system is a little crazy, we should be focusing more on people's productivity (tickets/hr, quality, etc) instead of whether someone clocked in 5 minutes late. -Maybe it's time to look into the possibility of senior agents with good history working from home, this can help reduce operation cost, increase morale.