Pros
good pension contribution fully remote job content quite easy
Cons
*Heavily monitored. Adherence rate to shift is 98% which means if you take 1h5min for lunch break rather than 1h, you might fail this performance KPI; Constantly getting DMs from managers questioning why I am off the call, however all I do is just finishing up after call notes *Toxic environment: constant stress from both customers and managers which is devastating to mental health. customers sometimes can be very rude and unreasonable and might use abusive language and racial slurs however you don't get support from managers, their attitude is pretty much like 'take it'. there was an encounter where I was racially abused by customer and my direct manager listened back to call and did absolutely NOTHING. *Very limited room for progression. Managers tend to discourage you from getting other roles due to crazy turnover rate. When you look around you can see experienced collegues who have been stuck in the same role for years *Understaffed. Over 2500 inbound calls every single day just means it is call after call for everyone. *Company treats you like a robot not a human being. When I called in sick, I was getting questioned why I am sick and getting asked when I can come back to work to take calls. everyday you can see collegue wellbeing campaign but no one actually cares how you feel physically or mentally. All you need to do is calls, calls, calls