Pros
Pay is decent, health benefits are really good, but that's also how they keep you reeled in.
Cons
Inconsistent metrics that horribly affect any bonuses you may be eligible for. Extreme mental health stress as half my team was in intermittent LOA due to the stress. Our best rep, who often went to the annual PEAK top achiever's events, spent at least one hour a week sobbing in the break room from the stress. Company is staunchly anti union and they have no issues outsourcing thousands of US employees at a time to cut corners. My entire division (1000 messaging reps) were outsourced during an all hands on deck conference call with them VP Callie Fields, who told us that (I kid you not) customers want outsourced care based on surveys despite documented evidence that Alorica (the company that we were outsourced to) intentionally promised the customers everything to get the top scores and then pawn the responsibility to the US call centers. Now Fields runs the Strategic Enterprise Government Accounts (SEGA) and is running that into the ground as most tenured reps already left from her insane changes and she replaced them with external hires. Now they're making a large push to "Digital Ready" which is getting clients to do everything online, thus making a final push to get all US based reps outsourced. I am not being hyperbolic, they achieved the merger, and now are moving to maximize short term profits to get the highest bonuses. If you are reading this and still work there, RUN! You are expendable to them no matter how well you achieve your metrics. Once your position is redundant or slightly less profitable, you will be booted out. Even the most staunch of supporters have left, leaving bootlickers and rookies who don't know how great the place used to be.
