I have been with support for over 15 years as a Team Manager. Primarily to coach associates to meet their KPI's on a weekly basis and work on a specific KPI for improvement by listening to calls and giving immediate feedback. Performance management is enforced to fully bring out the potential in everyone by knowing the -----------calations are given priority from customer to client for appropriate solutions based on guidelines of the program to maintain business relationship. Keep the team updated from client updates to maintain business continuity. Helps associates to know where their career path is for ----------- has always been a fulfillment for me when I develop an associate ready for promotion from QA, Workforce, Trainer and Team Lead. Business wise I have helped the programs that I was in with revenue (Sales) and productivity needed by the client.
Below are my experiences:
Convergys
Team Leader (August 2013 – February 2016)
Top Team Leader April 2014
Top Team Leader February 2015
Sitel Philippines Inc.
Team Leader – Technical Support (January 2010 – July 2013)
Top Team Leader August 2010
TRG Philippines Inc. (IBEX Philippines)
Team Leader (October 2008 – December 2009)
Interim Operations Manager November 2008 - February 2009
Top Team Lead September 2009
