Vantaggi
Fairly laid-back environment and some perks, such as a free membership. Very good benefits package - low premiums and decent coverage. Though the answer was usually "We don't have the resources for that," I did feel that management was open to subordinates coming to them with requests or suggestions for improvement.
Svantaggi
It's a small team so there's not room to move up most of the time. You'll more than likely be in the position you start in for years. Having such a small team also makes it even more frustrating when they somehow can't get a handle on effectively communicating with everyone. Information was not reliably or consistently disseminated to the floor which often meant agents spending a great deal of time attempting to work through a problem with a customer and then when unable to resolve, report the error to leadership and be told they already know about it. Somehow that knowledge never makes it to those on the "front lines". There is no comprehensive knowledge base for agents to consult so handling rare or complex issues is reliant on scattered paper and network resources, or assistance from members of leadership, when available. Staffing is a huge problem. It doesn't seem that there is any form of volume tracking or forecasting involved in hiring or scheduling, which results in people being let off shift early when volume is low, but then pushed hard to exceed normal output - and in many cases members of leadership, QA, and training being pulled from primary duties to supplement agents - when experiencing high volume or times of unscheduled staff absence (which happens all the time, it's a call center). Starting salaries are low for the industry.