Pros
-Good Benefits, 401K match, benefits day 1 of hire. -There are team leads who haven't left yet who are good, caring people- always willing to help. -3 of the managers are good people and willing to recognize and admit that there are problems even though their hands are tied because the senior manager is vindictive and ruthless. -new hires make more starting out than employees who have been there 5-10 years, so that's good if you are starting out although the tenured agents/team leads would disagree.
Cons
-not a good place to work if you like seeing your family. 50 hour work weeks are the norm with no end in sight. - new hires have no desk to sit at and are forced to sit in a training room by themselves until the next disgruntled employee walks out, freeing up a desk -new web based systems are being forced on the agents and they crash hourly because the servers aren't strong enough -new phone system is a joke. Customers aren't even able to leave a message. Team leads are forced to micromanage employees every second of the day. Literally, you have to specify what you are doing when you get up. If you get up to go to the bathroom, your team lead may be forced to stop what he or she is doing to take a call. -team leads are stretched so thin that they can't even be expected to get to all of their tasks. -team leads are grossly underpaid. -feelings of hopelessness among leadership (leads and managers) because of how the senior manager is running the place. -team leads and managers aren't allowed to meet with senior manager's boss without senior manager present. No real feedback can ever be given because of this and it creates a real "keep your head below the parapet" mentality -senior manager will lie to make herself look good -senior manager avoids coming out of her office most of the day -very few career advancement opportunities