Pros
Operational hours range from 6:00 AM to 12:00 Midnight in some departments. This is a boon for those that want a job while taking classes to better themselves.
Cons
Numerous. Pay is not competitive to region I work in. Management doesn't seem to think that the site hemmorraging tenured agents of 10+ years is a problem (but the client does). Agents are forced to take on more hours of overtime each year to keep up with the annual rise in insurance costs/living expenses. Extreme lack of communication from the management and HR level, which is ironic considering the work involves clear communication of expectations between the client and the customers needing service. Agents help each other rather than ask their appointed team lead or coach (often someone with little actual field experience who has just come out of the same training class the agents had). The site is often unsanitary. Some of this is definitely on the agents that refuse to clean desks/stop eating snacks over computers/flush in restroom, etc... A tension exists on the floor between younger entitled agents doing the bare minimum to get a check and the older seasoned employees with work ethic that are just trying to just hold on until retirement.