I've been in the profession for almost 9 years, exposed and trained working in Business Process Outsourcing (BPO) primarily in Customer Service, Sales, Ticketing, Hospitality and Management.
I've been in a Team Lead/Supervisor positions, and the main role that I had to fulfill as one of the leaders in our department was to ensure our team provides the best customer experience to our clients, maintain a performance driver, and make sure my teammates continuously hit their day-to-day goals. To ensure that I'll be able to coach, manage, and help them in their development through creative solutions, team huddles and coaching sessions.
Aside from creating reports of the team’s performance and feedback from our client, we act as the mediator to make sure that we should be able to handle issues that might arise.
