Pros
Your teammates offshore will be more available to assist you with questions or concerns you may have in a situation where you are handling an escalated inquiry
Cons
The US team leads are HARDLY available to offer support on calls. Don’t expect to EVER be able to escalate a call over to a supervisor or a team lead because they will say no. Don’t expect to be able to attend all-hands meetings as a CSR because there is “not enough coverage”. Don’t expect management to show you respect or encouragement because you produce good quality calls, they simply only care about your numbers. If you don’t take 800+ calls a month after being fully ramped expect to be placed on a PIP, even if you haven’t been employed longer than a year. They don’t offer any form of assistance or training on how to achieve such a ridiculous number and honestly it’s not worth trying. If you take any days off and it impacts your ability to reach the goal of 800+ calls, you will still be penalized so don’t expect to take too much time off here unless you plan on forcing 50+ calls into one day because you went on vacay.