A human approach to debt recovery - Support Specialist January Employee Review

- ownership is non-negotiable, and with that comes autonomy - if your idea has merit, leadership will want you to run with it - so many opportunities for impact -- the frequency with which teammates around the org are celebrating big wins is really inspiring - the bar for rigor of thought is high -- everyone is pushing each other to make high quality decisions with high iteration speed - there is an overwhelming sense that folks love their teammates. there is a pervasive culture of vulnerability+ collaboration, it is very social

- the mission is true, not just a recruiting ploy -- but the industry is still sobering

- Pay is competitive for a contact center role - Remote opportunities - Endless overtime and special projects available

- Toxic, fear-based culture driven by micromanagement and constant surveillance - Unrealistic metrics and an unforgiving occurrence system - Burnout is ignored or penalized; acknowledging it negatively impacts performance perception - Clear double standards between leadership, senior agents, and frontline agents - Favoritism limits growth and increases workload for others - High turnover, often beginning shortly after training - Constant process changes paired with inadequate tools and support - Contact center treated as a lower tier compared to other departments and excluded from unlimited PTO benefits - Surface level perks and frequent surveys replace meaningful action - Leadership is disconnected from the realities of frontline work - Compensation does not justify the chronic stress and emotional exhaustion