Pros
Since Covid sent all CS workers home in 2020 I have no Pros due to loss of community.
Cons
Management digs them selves into holes that agents are expected to dig them out of without any real plan of how this will be done. Micromanagement is really bad here especially if you are viewed as a "high paid" employee, you should always expect to be on the chopping block. They will create lies about why you were let go and claim that they have had all effective corrective conversations with you but not work to help correct any shortfalls until they have already decided to let you go. Don't expect them to be clear and open about any potential changes or expectations because that would be more work added to the already exhausted supervisory team.