I have worked in a Call Center company for 2 YEARS here in the Philippines called Foundever (previously Sitel). I started working as soon as I graduated and turned 18. I was hired as a Customer Service Representative for the first 3 months, answering and generating calls for both inbound and outbound - selling and offering a specific product. After 3 months of taking and making calls, I was then promoted to Subject Matter Expert.
In this role, I was guiding agents on their calls, to ensure that they have confidence in both the production team and their selves in every step of their journey in the company, from training to operations. In another 3 month-period, for a total of 6 months in the company, I got promoted as a Call Monitoring Specialist (most people in the company also call me a Quality Analyst).
I have since spent the remaining months of my 2-year experience Monitoring Calls, Onboarding Agents, Improving and Maintaining KPIs, Creating Learning Materials, and more...
