Management - untrained, manipulative. they choose favorites and it shows.
Work-life-Balance - nonexistent. lots of unpaid overtime, since most overtime work is denied only after you've completed it
The goals are too high, and the values are chosen at the whim of the C-suite rather than based on actual inventory or workload. Rather than fight for their department, upper management chooses to allow the agents to come close to hitting goal but still fail - this saves money as they get all the labor without having to pay the commission bonuses. If you're well liked, you're fed easy claims. If you're not well liked, they focus all your attention on you until you either quit or get fired for performance issues they create to convince HR it's not retaliatory.