Pros: 401k, great co-workers
Cons: healthcare benefits, advancement, commute
A typical day would start with monitoring 20 calls or more per day between employees and customers. My job is to point out the strength and weaknesses of the call. Score the call and inform supervisors, account managers, or the grievance department of our findings. With this position, I learned that not everything is black and white and that listening is the key to understanding and resolving issues. I am fortunate that I have a great team for support and assistance. We bounce off ideas with each other and we help each other out. The hardest part of the job is being tough on the employees and giving them a detailed explanation regarding the call. It's hard because you always want to encourage the individual to do better, but seeing how disappointed they are is hard. What I do enjoy about the job is the feeling of a job well done. Especially when your supervisor points out how well your reports are created and how other supervisors and managers are praising your dedication and hard work.