Pros
Managers are lovely but overworked, working from home is great much easier to focus on calls when there isn't 100 other people in the room in a office. There are always opportunities and promotions available, but that is probably due to high staff turnover. They try to lighten the mood on the intranet with quizzes and things, but you are expected to check the intranet in your own personal time. breaks are every hour an half which is great, but obviously those are spent reading the briefings and updates that you are expected to do in your own time. There are loads of ways to get support for calls, shift issues, it issues any problem there is a way to get support, but they are so understaffed you can be waiting 40 minutes on hold for advice which is just waisted time. If you want overtime, there is always overtime because they are understaffed. Managers are lovely, they are encouraging and they really just want a good positive team, and they know how impossible the KPIs are because the reason the applied to be a manager was to get off the phones.
Kontras
Pay is really bad, minimum wage... this leads to high staff turnover due to how difficult the job can be. High staff turnover leads to customers constantly being told the wrong thing because the staff are constantly new. There is very little appreciation for staff who have been there for a while, you are just expected to unskill to take more calls and be paid the same as someone who has just started. Everyone is tired because shifts are so long so nobody is doing the best they could if they were not so tired. Constant passive aggressive threats from the company on the intranet (not managers they are great) that working from home will end if people take too many toilet breaks. It issues can be constant, IT always want to treat issues as individual when it's obviously systemic.
