Pros
Overall, it's a good company. Although the training at the beginning can be somewhat lacking and occasionally unorganized, everyone, especially future colleagues is eager to help, which makes the experience manageable. The workplace is very nice, with easy access to transportation, food, and other nearby facilities. The environment is clean and feels safe. The company regularly offers new events and learning opportunities, such as language classes, yoga, pediatric first aid courses, tennis competitions, and more. You can feel it's alive and it's very nice. Also I saw a lot of complains about the salary but I'd say it is still a decent one, at least for my project, I don't speak for others. And I would also like to add that it's cool to have a gaming/resting room, I like it. I would recommend a friend to work here, but it depends where.
Cons
First, it may be the work and life balance. It can be tough to have a personal life when working full time and often putting in overtime. That said, I’m not necessarily complaining about this, this is part of the job, and sometimes it’s just what’s required. Now the other cons, the management... The workplace has been incredibly stressful lately. I could list many examples of management’s behavior, but to keep it brief: unprofessional, disorganized, biased, ungrateful and power tripping. There's a troubling pattern of shifting blame onto agents for mistakes, enforcing rules that management themselves ignore, and pressuring staff under those double standards. Favoritism is clear, those who align with management's views are favored, while others are dismissed or overlooked. Decisions are made arbitrarily, often without considering the input or well-being of the agents affected. Career advancement doesn’t rely on skills or dedication, it depends on whether you’re liked. And when you’re not, they may manipulate procedures to make you look incompetent, simply because they can. At times, it feels less like leadership and more like a clique in control. I don’t typically write negative reviews, but I couldn’t remain silent. Despite consistently doing my job, working overtime when asked, and fulfilling every request, I haven’t felt respected. I'm not someone who complains for the sake of it. I prefer to work quietly and get things done and then go home. But the way management is "ruling" this company and pressuring some employees feels deeply unfair and unacceptable. To be clear, I’m speaking only about my specific project. I can’t comment on how things operate in other markets. I’d also like to add that, unfortunately, the HR department for our market has not been helpful when it comes to addressing concerns or handling complaints. And trust me, I’m speaking on behalf of many employees who either can’t or choose not to speak up. The relationship between management and agents has deteriorated significantly. It feels like certain employees are being intentionally pressured to the point where they would choose to leave on their own, because management can’t directly terminate them without a concrete reason. Instead, they seem to persistently search for one. I’ve witnessed this approach before, and unfortunately, it seems to be part of their usual method. I truly hope things improve in the future. It’s not in my nature to speak behind anyone’s back or to badmouth others.