Pros
Pay is satisfactory, benefits include 401K and pension.
Cons
Micromanaging employees, constantly mandating overtime, poor work-life balance, metrics based focus on numbers rather than allowing employee to build authentic connection with customers to provide meaningful service. Apathetic attitude towards traumatized customers, and how dealing with them affects employee’s overall mental health. Overtime is typically mandatory and it’s very difficult to get time off which leads to poor morale. Schedules are assigned and you have a low chance of getting something different if yours isn’t satisfactory for you. You might have the chance to request a different schedule about once every quarter, sometimes less often than that. You can request an exception to your assigned schedule but it is a long process to get it approved and it isn’t guaranteed.