Pros
Minimal micromanaging. It’s easy to do your own thing once you get the rhythm. Pay is decent for entry-level. Good if you're looking for something that's dynamic and not slow or boring. It can feel rewarding to help your team grow and make a difference among the staff who report to you.
Cons
You're often overworked and constantly taking on responsibilities from other departments. You wear an endless number of hats, acting not just as a supervisor, but also as customer service, IT, service support, resident services, handling escalations and complaints, coaching agents, managing the shift, and keeping up with overall KPIs. On top of all that, you're expected to pick up the slack from your team to keep things running smoothly. Breaks are rare or skipped entirely, and there’s little to no real pay incentive aside from a small annual increase of around $0.60. Positive feedback is minimal, and with every department seemingly understaffed, it often feels like you're just another cog in the machine.