Pros
You do not work weekends and have paid holidays.
Kontras
You do everyone else's jobs for them while you are all still held to the same goals and metrics. There is no support nor HR so if you want to complain you go to the manager or supervisor you are most likely complaining about. Agents are not made to do their job and you have to pick up all the slack. If you complain or try to express concern you are negative. They take job titles away without fully investigating the issues. You can be a supervisor one day and a agent the next with no real reason behind it. There is favoritism and the people who get ahead are those that "dont ask questions" even when nothing makes any sense at all. There is grey area in what we are supposed to do but we are supposed to just "understand" the grey area. There is 0 room for advancement, they are not and will not be hiring American agents any longer and have outsourced all the new work and any OT available to those agents so US agents no longer get offered over time. You will only ever be a agent here and you will never advance. Dont get sick you have 5 points in 3 months and that is all and they do not take drs notes or anything else you miss you get a point regardless of why.