Pros: As a Customer Service Representative, your shifts are generally fixed, which is good for planning. We do get consistent 40-hour weeks in the Dallas, TX office. It's stable for a BPO job.
Cons: Work-life balance here can be tough because of mandatory overtime, especially during peak seasons. You can't always say no to extra hours, which impacts personal time. The call center environment gets stressful fast.
Advice to Management: Try to offer more voluntary overtime options instead of mandatory ones. Better scheduling tools could help agents manage their personal lives.
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