Vantaggi
Supervisor's are generally pretty great and willing to work for you. Environment can be relaxed depending on the project you're on. Overtime semi-frequently available but not compulsory. Projects are fairly stable, company assists with placement/retention if a project closes. No Customer Service/Sales bait and switch, they're honest about what jobs entail.
Svantaggi
Agents are clearly just cogs in a machine, a fact of which they continually remind you via policy enactments. Limited advancement, especially from a higher paying line of business. Most internal "promotions" pay the same or less as an agent with slower raises/less earning potential. Promotion track from Agent -> Supervisor -> Assistant Center Manager involves rapidly mounting work for limited pay increase; Sup/ACCM are salaried but make around minimum wage based on hours required.