When I worked in the service industry 2 nights a week I was scheduled until 11:00pm and back on a 7:00am the next morning. Some do that by choice because you get 2 shifts in 24 hours. Some get stuck with it because they have a lousy manager. Mine was the latter.
Not to be argumentative, but I assume you are compensated differently than a SC agent (not in amount but in method). Many employers restrict overtime pay for non-exempt employees. If the boss doesn't authorize OT then it isn't paid. I am guessing management decided they didn't want to pay OT for this set of SC agents.
Ding, ding, ding. We have a (likely) winner.
