Pros
None. It's an underpaid unappreciated job where management actively sabotage their own staff.
Kontras
11 hour shift, absolutely no pay rise, often give out fake promotions to have you work at a higher pay grade without the pay to 'show' you can do the job then bust you back to agent because they suddenly don't need that many staff... only to ask you if you want to re-try. Constnatly making TLs redundant so they can promote new staff to a lower pay rate, re-schuffling teams to make people work over normal hours, and not replacing lost staff to force existing staff to do the job of three people. And of course aplying NPs to individual agents with no recourse if a bad NPS comes in about the company products vs the actual agent. All the staff engagement has been stripped back to an email with dad jokes.