Pros

Good pay and benefits. The variety of customers makes everyday a learning opportunity. The work culture is quite relaxed

Cons

Be prepared to work hard, sacrifice your personal life without any rewards. Forget promotions or salary hikes. Be prepared to see processes being rolled out everyday without training and employees expected to follow them. Be prepared to play politics and please your manager to have any chance of advancing in your career

Be prepared to have everything delegated to you from the mangerial level. Also you will see managers relaxing and just attending calls while employees will be slogging their butts off

Advice to Senior Management

Stop treating employees like idiots and managers like geniuses. Such blanket treatment is not going to help you retain people