Pros
Benefits are solid, but unspectacular; Vacation time, both accrued (3 weeks) and stat/civic holidays (pretty much every one that can be given, is) are generous; the lower-to-mid level supervisors do try to keep the room culture positive; team leaders and department managers do what they can but they don't have much (if any) real power for change. There is at least slight room for growth.
Cons
Where to begin... Upper level management have no idea what they are doing. The decisions that come down the line contradict the decisions made often the day before, so there is no real stability in you job. One day you're doing something right, the next day its wrong even though it's the same thing, giving you a lack of confidence as an employee that you are doing right by the members we are trying to serve. There is a sever lack of communication among all staff. Ex, no one communicated properly that I had quit, so some departments knew and followed procedure (I had an exit interview with HR) and some didn't (Payroll didn't pay me my last paycheck until 6 WEEKS after I had left). The pay structure is completely out to lunch, doesn't matter how much work or the quality of the work you do there is pretty much no way to get a raise. This then breeds an attitude of "do less, not more" since there is no incentive to go above and beyond. Favorites are definitely played among many supervisors (but not all), allowing many employees to get by doing less than the bear minimum but forcing other employees to pick up the slack. Worst of all, its preached that the member should come first, service is our top priority, etc. yet the wait and que times for answering a phone call or email are astronomical. You could literally sit there and see 3/4 of the call center sitting offline doing nothing with a call that has been in the que on hold for 15+ minutes. Its super contradictory.