Pros
T-mobile has a great benefits package; amazing health insurance, 401k matching, and a discount on cell phone service. At $18 an hour they pay well compared to other call centers in the area. The others reps I work with are always great. They have some bonus programs which are sometimes attainable.
Cons
I've somehow been at T-mobile for three years and it is the most stressful job I have ever had. There are so many different metrics you have to meet that it is completely unreasonable. You have to have amazing quality scores (which are unreasonably hard to get unless you up sell products), you have to have a very low call time, you have to hit your breaks on time, you have to have a low hold percentage and a low hold time, you have to have a low transfer percentage and if more than 20% of the people you have spoken with call back within 48 hours you are screwed. Yes it is that ridiculous. It is incredibly hard to move up, I was a top performer in my area for over a year and still had no chance. Things are constantly changing, and usually not for the best. Their coaches all vary, some suck some are awesome. But if you get a bad one it will make your life miserable and they tend to keep the bad ones for a very long time. The whole job is a gamble. The nature of the job is terrible, being screamed at constantly by people because their stupid cell phones aren't working isn't my idea of a good job. If you want constant nightmares about your job then go for it, but otherwise go apply to Progressive or USAA for a more reasonable job if you want to work in a call center around here. Also they are now closing our center at 11:pm instead of 1:30 am and they are outsourcing the night shifts. This happened as soon as we got a new CEO so most likely things are going to take a downward turn... It won't be long before we are all outsourced.
