Management focuses too much on Average Handle Time as a critical business metric, forcing us to make a habit of rushing through calls and sometimes ignoring smaller customer issues. Of course rushing things is against customer treatment policies but we have no choice but to handle many of our calls in this manner to match expected average. Pay is certainly better than the minimum wage but as you move up the ladder you definitely feel like you're owed more than what you are actually given. Work/Life balance can be a real struggle with the shift bidding system that is currently in place. While you get a large variety of schedules to "choose" from, you have to rank them from most wanted to least wanted and there are a lot you have to rank depending on your performance ranking. There were even times where my selections were ignored and i was told i would be keeping my current schedule. (which i desperately needed to change for health reasons)
