Pros
Steady position overall, great fit for leaders capable of maintaining consistent team performance & wanting a long term, reliable position. Though the flavor changes occasionally, the role remains the same across the departments and clients. Benefits are fair enough, could be more competitive but you can at least expect the basics. Good job security, one of a few local customer service companies which has maintained a consistent contract(s) and partnership with the same client. Work days and hours can vary dependant on factors such as tenure, overall balanced performance, client request for hours of operation or call volume forecast changes but becomes normal and expected to some extent.
Cons
Limited growth potential within the company. Management roles seem more often filled by external candidates hired than promotions into the roles. Limited leadership development opportunity to expand career potential and continued learning. Benefits and pay don't change or receive consideration for annual review, the few "raises" some have received over the years are kinda sad. Most all of the tenured leadership of many many years makes the same pay a supervisor hired 3 months from now will make right out of the gate. Bonus incentives have been incredibly unreliable when the time comes to pay out for earned compensation, took over 6 months before getting paid on qualified earnings, and still only received partial payout with no responses or follow up to requests about missing payouts until after the incentive program conveniently "retires".