Team Leader

Overview

Looking for full-time work (8 hours/day)

at $7.00/hour ($1,232.00/month)

Bachelors degree

Last Active

March 12th, 2025 (today)

Member Since

November 5th, 2019

Profile Description

Seasoned call center representative for over 7 years. Like everyone, I started as an agent. I was a technical support representative for a US telco account. I worked hard to pass my metrics every month. After taking a call for more than a year, I was promoted as SME (Subject Matter Expert). I made sure to help my team leader by providing real time assistance to the team. Taking escalated calls and ensuring that every concern are attended to in a professional manner. Then, I was offered to support training team. Helped agents to have a smooth training experience. After some classes I was offered to handle my own team, as a team leader. As a team leader, I learned how to communicate to the team individually. I learned how to read and interpret performance trend and create a solution and action plan to correct the behavior. Through constant practice and follow though, we were recognized as top performer. I was assigned to a seasonal project as Senior Team Leader. During that time, I created a schedule for support team, ensuring that there are enough support per interval. That helped all team leaders to be more available for coaching and real time intervention. Which eventually helped us to be successful and be on the top quartile during the run. I also created an excel file showing the performance of the site and each team. That helped everyone to be more strategic on their performance since they don't have to wait for the reporting to send Upgrade to see actual info's readily available, 3 times a day.