I’ve been with the BPO industry since September of 2011. After my first year being a call center agent, I became support for new hire agents. Years have passed, I gained so much confidence and learnings, from supporting teams. Fast forward, to 2016 I was appointed to be part of the Quality team. As a quality analyst, I became exposed to every client’s meeting, evaluating performance, and presenting reports to the manager/supervisor. This experience made me prepared for the challenging role of a supervisor.
From year 2020 to recent, I am working as an Internal sales manager to an Australia based company. I handle conflicts and complaints both clients and staff, offering resolution and action plan. I manage team looking out for our main key metrics, which is accuracy and speed. I recruit and train staff. I handle weekly meeting with client and/or with staff. I provide annual performance summary of the team.
