Pros
flexible schedule and decent pay
Kontras
Working for Progressive is like visiting Ba Sing Se. When you start they welcome you with open arms and promise acceptance and accommodations, inviting people from all walks of life. But it is just as unforgiving as any call center job. In exchange for a more flexible schedule you are micromanaged into the ground while they squeeze as much productivity out of you that is humanly possible until you burn out. I suffer from a panic disorder and resulting depression, it is what it is, but I'm a quick learner and great problem solver, I de-escalate calls like a pro. When I started I was among the top on the east coast. But then they started pressuring me for taking time between calls to cool off. It takes a lot out of me to match the energy of callers. I worked to lessen the time I took for myself. By the six month mark I was taking, on average, a minute between calls, this was still unacceptable, and I was now being threatened with corrective action. (I will notate that an average we waited three minutes for the next call to come in after going back into ready status, that time I took for myself was just to wrestle my anxiety back into place before going ready). I quickly realized the position was not for me but Progressive preached that they were happy to work with staff to get them into whatever position they wanted to after nine months. So I reached out to my supervisor to inquire about the possibility and either got vague answers or left on read (this last for the last three months). Eventually, I was offered the chance to help another department for a little while. My supervisor promised it would be less calls and a much more relaxed pace so I could get a break. After one week they decided we weren't working enough so put as back in BOTH call queues and I found myself taking twice the amount of calls. The stress was astronomical. I asked to be put back in my usual position and was informed that was not possible. On top of that, I was still being told I had to correct my time management. I suffered through for 3 months before I hit a breaking point. The ugliest and deepest depressive rut I have ever faced took over and I was basically crying every day. I'm pretty sure I spent more time just absently staring at the screen with no thought than working. It was so unhealthy that I realized I either quit or I'd be pushed too far. I reached out to HR about a leave of absence, because I live by myself and pay all my own bills I can't just quit and then look for another job, I was hoping to recollect myself and continue working there while I searched. HR informed me an LOA would not be approved. I could submit an application for a medical leave if I have a doctor provide communication, but I don't have money to go the doctors and a leave of absence was already going to put me behind. Meanwhile, I sat through a companywide meeting about people sharing their experiences with how Progressive cared for them and made exceptions for them. It. was. maddening. Especially considering I was attempting to go every possible route to help myself. So yes, sitting there in that meeting felt an awful lot like visiting Ba Sing Se: "There is no war in Ba Sing Se" while the world is falling to chaos around them. If you struggle from any form of mental health issues, Progressive is not the one.