There's no one clear answer to most questions despite the "guide" they give you for reference being crystal clear... SMEs (subject matter experts; helpers) will give you different answers to your questions. There is so much confusion all the time whether we should be an advocate for the members/customers or whether we just stick to policy. Get ready to play the blame game -- "This SME told me to do this."
Speaking of SMEs, oh, they're great... Just understand that they are still looking out for themselves first. Don't expect to become one; the ones that are there have been around since the beginning, and the few that are pulled to act as SMEs are told clearly that they are not actually SMEs -- just subbing in. Those "temporary" SMEs are usually horrible, by the way. They give some really bad advice, and several times almost got people fired for those "SMEs" mistakes.
Scheduling is very hit or miss. Shift bids really show you what's important at this company... If you have great AHT and stats, don't assume you're going to be top of the pack. Great quality scores? Doesn't matter. They pick specific things -- average # of calls submitted, absenteeism -- those things totally matter but shouldn't be weighted as high as they are. Missed 2 days one month? Yeah, you're probably 50th or worse, out of 200. 100% quality out of 6 calls? Yeah, well, you missed a day, so someone with an average score of 65 out of 3 calls will be higher ranked than you.
Oh, and on scheduling -- mandatory overtime. Get used to it! At least on my campaign, there was SO much mandatory overtime. It doesn't matter if you have a mandated schedule from a doctor, or if you were approved to not have to work past 3 PM because of personal/family issues... You're almost guaranteed to work normal shifts 15-30 mins past your cut-off time, or 1 hour or more with mandatory overtime. I worked shifts where I had to come in 2 hours early or 1 hour before & after. Part-timers are not immune to extra hours being tacked on but don't get the benefit of overtime pay. Usually you get at least 3 days advance warning on overtime, but sometimes not. Check your schedule carefully.
Supervisors... I was switched teams/supervisors more than 10 times in about a year. I lost count. I couldn't even name them all. Wondering how you're supposed to produce great customer service and know your stats and whatnot? Me, too! I went for 5 months without a single coaching 1-on-1 or team meeting... both of which are EXTREMELY rare. 1 on 1s/team meetings are consistently canceled due to "high call volume" even if you have 15 seconds availability between calls. Don't expect to have much feedback except when they're listening to you without your knowledge (if you have a supervisor that bothers). Also, QA department doesn't send feedback directly to you anymore. It's all a guessing game on how you're doing.
Supervisors always seem too busy to talk. Trying to get supervisors to take an escalated call shouldn't be THIS hard. You've got a chatroom full of them, but only one is there, and this is their response, no matter what you tell them you've tried: "Did you call dispatch? Call dispatch again and see if there's anything they can do. You've done that? Where's the driver? Still 45 minutes out? Did you even TRY to de-escalate? Tell them there's nothing your sup can do. They STILL want to talk to a coach? Do they want to file a complaint or what? Fine. Call me... (Call them) Okay, so what's going on? ... Here, try calling the shop. You've done that? Sigh, fine, transfer him over."
Over all, I'd say think very carefully about your life before you take a job here. If you're willing to put in extra work all the time, give up hours with your family despite them being in the next room, and fight with customers, supervisors, AND SMEs... Go ahead. It's income.
