Pros
Benefits Most of the MS leadership is quality, they understand their employees are exhausted and are working hard to keep them happy Great entry level position for college students wanting to get their feet wet
Cons
It feels as if you’re chained to your desk. Constantly correcting other people’s mistakes No growth No communication between departments Some leadership people do not know the product or processes/procedures Marketing is terrible Metrics are the most important stat, not the quality of the employee If you’re in MS, you better hope that you plan a trip fully 3-4 months prior to going (and that’s if you get lucky enough to get a spot), otherwise you will need to call out sick to be able to go on vacation Breaks are scheduled terribly which hurt people’s metrics If you miss your break and take it late, it will hurt your metrics. Lots of people skip out on these breaks because of this. Only given “30” minutes throughout the day (other than your breaks) to not be on the queues. But if you miss your scheduled time for breaks, that 30 minutes disappears quickly They teach us that we should care and build relationships with our customers, but only give us 5 minutes to do this. CSAT is another metric, understandable, but also subjective Metrics are graded on a curve, so if you like to only do half of the work to make sure your handle time with calls is good, you will be fine. Ops agents are treated like cannon fodder