Mark P.

I have been working in the BPO industry since 2004 when everything about this work was unheard of. I started as an agent and moved my way up the ranks. My most recent responsibility/post was a Performance Development Coach where I get to do admin work and help agents improve on their call handling. In order for us to do this, I conduct quality checks by monitoring their calls to make sure that it is within the industry standard. At the same time, do real-time floor support and handle escalations. Currently, I am a Senior Team Leader. I handle a team of agents and oversee a group of Team Leaders. I work with the company's Engagement Manager and report our overall performance to our client. Learning doesn't stop here, we have to be open to new experiences and always be flexible to changes.