This job is very demanding, but good and bad.
1st off - very old tech, very slow and frustrating.
2nd - you are always guilty until you prove you are innocent.
3rd - very little if any actual useful feedback and examples to use to succeed.
4th - team leads rarely show that they can do the job and any coaching sessions are on the floor, in the open for all to hear and see.
5th Incentives - please. if the site does not make it's #'s and you did, well too bad - you get nothing.
6th - a few TL's really want you to succeed, but it's an uphill battle. 7th - you get ONE bad survey even if you did everything right...it takes 6 more good ones just to get back to zero and you will get let go after too many bad surveys.
8th - Senior agents are really good to use for learning...use them, but you still need to actually retain stuff yourself.
9th - hours are based on stats - you suck, you work night / you do well, you work days / you whine and complain and get Dr's notes, friends with management, you're always a victim etc, you work days.
10th - pay is actually pretty good.
It's a call centre, you will have cliques, you will have stats to do, you will have fun, you will have bad days - it is what YOU make it. Always know your stats, always know what you need to get done, and fight to get the help you need.
Lots - but again, it's a call centre