Pros
Unfortunately, there is not much I can think of for a Pro. My peer team was helpful when I needed support. Mainly, because they had gone through being a new leader at T-Mobile and they knew first hand how taxing that experience is.
Cons
Poor training, actually there was no real training for leaders. Their network was constantly having outages. It was my responsibility to report the outages, where is Engineering/Network Ops and why are they not doing this? Calling into Customer Service is very discouraging for associates (which rely on CS for everything) and for our customers. One call into Customer Service will get your problem solved. The other call into Customer Service for the same problem, and you will get told that they can not help you. I had my own associates coaching to pass our customers off and not take care of their problems. That did not mesh with my ethics and values as it relates to customer service.