I've been in Business Process Outsourcing for around 10 years now. I started as a Customer Care Specialist with the main duty of taking in calls from customers who have questions depending on the account that I was handling.
Years passed and I was still with the BPO (Business Process Outsourcing) as a technical support and customer care specialist. As I gained more experience in the industry, I applied for the administrative position, of Real-Time Analyst. The main duty of the said position is to monitor incoming call queues (call length and Aftercall works), manage breaks, answer questions from team leaders and send reports to the Operation Manager and clients.
