Pros
-Remote WFH -Voluntary Time Off program allows for unpaid time off during slow days -Most freedom for breaks/lunch scheduling I've seen
Cons
-THD has very few thorough SOPs. As such, many agents don't actually know what they are doing, but instead rely on soft skills. Many customers are repeat callers that didn't receive proper expectations or complete service. -Systems change-overs are incredibly dis-organized and ALWAYS delayed by weeks on the original date of the change-over, occasionally even multiple times. -You may occasionally work up to 10 day weeks due to spontaneous and poorly scheduled trainings. Nobody in the training got overtime pay. -Applying for paid time off is needlessly complex, and the process had no searchable guides for the ~1 year I worked there. -Most of the I.T. department can not read or type fluent English, and I.T. is often the only thing between you and helping a Pro XTRA customer. -Due to the unpredictable nature of call center work and the production-focused setting, not being allowed to use your breaks or lunch in the last hour of a shift is a detriment. -Pay is stagnant, and most people won't get promoted into the heavily advertised advancement opportunities, even if they already are functionally filling said position. -If your supervisor is seeking an advancement opportunity, then your team will likely be left behind. -Many of THD's performance metrics essentially encourage employees to give customers a worse working experience in exchange for a higher employee score which grants higher freedoms. -THD's revered "Inverted Pyramid" is more of an hourglass with a heavy bottom. This shows most egregiously during customer-facing systems glitches.
