Pros
I met some lovely people during my time here. My supervisor and manager did everything they could to keep me on board despite my metrics not being within an acceptable window. Early on, during times of increased call volume, overtime was offered at a rate of x2 or even x3. Sometimes food was provided, as well. 4-10 shifts offered, which are quite nice and save gas if you happen to live far away. Generally you won't be fired because a single customer threatened your job. They work with charities a lot and will give you time off to pursue charitable work.
Kontras
This place runs at a fever pitch and if you can't keep up, you're out. Everything is timed. You get 30min max of "personal time" to be used for bathroom breaks, whether your shift is 8hr or 10hr. Apparently you can get a bonus for having under 10min of personal time a day. No way to really negotiate higher pay as operations staff, everything is done via an algorithm. You can lose your christmas bonus and yearly (meagre) raise if you are flagged as "needs improvement". There are precious few other opportunities for pay raises. Raises do not meet cost of living increases. Everyone under c-suite is trying their best, but they are slaves to procedure. They often say operations-level reps can take whatever issue they are working all the way up the chain to the Big J himself, and this is true in theory. In practice, very few people feel they are actually empowered to do so. Everything is changing all the time. From the extensions you need to use to properly transfer someone who needs to reach another department, to the names of said departments, where to find all this information, etc. The procedure for calling out / taking vacation days or taking a break changed multiple times in one quarter. They drank the crypto kool-aid soon after announcing that every employee would be given a life-changing amount of money... in company stock... in 5 years. (1/3 in 3 years, then an additional 1/3 the next two years) they bought a dip in their stock, then tried to spin it as "investing in their people in this trying time". Call me a cynic, but I believe they were just trying to boost their share price and prevent employees from seeking better opportunities.