The stress is unjustifiable to human beings. The stress is not worth the negative effects on health. It is all about business needs, without addressing the fact that humans make up the business and you need to take care of the humans at the front lines. Managers change frequently. Seem to often be merely the interpretors and enforces of the rigid SOPs in the book ( standard operating procedures) instead of creative problem solving while engaging the SOPS. Have had a new manager about every 1-2 years, many who have not been in the queue for years so don't know what the front line staff are actually experiencing. It is largely dealing with angry , yelling customers or customers in acute crisis threatening to end their lives or in withdrawal from substances. You have to work 1-2 holidays per year but can take an alternate day off . HIgh deductible! High turnover.