Lots of learning. Lean principle to management resources can be stressful for both management and agents.
Pros
Got promoted to next level within 8 months of joining organization. Good rewards and recognition programs. Worked as a trainer for couple of years. Lots of learning due to the number of responsibilities assigned. Hard-working and fun loving group of people. Compensation depends a lot on the client handled.
Cons
Lack of mentoring for employees promoted to management, dotted line reporting managers are seldom aware of client requirements. Lack of adequate support for employees promoted to mid-level management, since it follows a lean approach towards management resources. On-boarding program for new managers is seldom implemented properly. Training infrastructure, rooms, PCs etc. belongs to the stone age. Being a 3rd party vendor, it should include a client handling workshops for in-house promoted employees. Fun and employee engagement activities are not given adequate budget.