Pros
The ability to work remotely. I have some really great colleagues who I onboarded with who keep me motivated (and I try my best to do the same for them!). There are some really supportive team leaders/supervisors who are encouraging if you are dealing with or have dealt with a particularly challenging call while on shift.
Cons
Communication from management is poor and mostly non-existent. My team is mostly remote and although I understand there are challenges with remote/hybrid working there is very little sense of a team. I rarely hear from my manager and I've never "met" my team (even for a teams call or meeting). There was talk of senior management being more visible but I haven't noticed any change. Annual leave requests often go ignored/not responded to and I've continuously had to chase repeatedly for leave to be accepted. On several occasions it hasn't been accepted at all (even with 2-3+ months notice) with no response. Many of us, including team leaders, are also disappointed in the recent decision to remove any reward for Kudos points. I don't know anyone who frequently benefitted from it but I was happy to receive a £5 voucher a couple of times. I'm not really sure what purpose the Kudos points have now (other than receiving "recognition" buried somewhere in a company-wide email). The call volume can be heavy at times and often we have to deal with emotionally challenging and often volatile calls, however the pay is minimum wage and it was even indicated during our training this was "generous enough". My part-time contract also means that I am not eligible to be considered for the annual bonus, which adds to the feeling of not really being part of a team and feeling less valued.