Tips, advices and help for you BPO career growth!
Will AI replace call center team leaders is the question nobody asks out loud on the floor, because everyone assumes the answer belongs to the agents. Look at your last week. You sampled calls for QA. You filled in scorecards. You chased three agents about adherence. You wrote coaching notes that the agents did not
How to manage a work from home call center team is the question that arrives the first Monday your agents are no longer all in the same room. It is 3 PM on a Tuesday. You have 14 agents on your roster. Six sit at desks in front of you, and eight are at home.
How to run a team huddle in a call center is a question you only ask after you have run a bad one. You know the huddle I mean. Twelve agents stand in a half circle with their headsets round their necks. You read out yesterday's numbers, then the QA average, then the attendance, then
Team leader KPI in a BPO is the one set of numbers that decides your rating, your bonus and sometimes your next role, and nobody tells you that half of them are not yours. You open the monthly scorecard. Twelve lines. Service level, AHT, QA, CSAT, adherence, occupancy, attrition, absenteeism, coaching coverage, and a few
How to run a one on one coaching session with a call center agent sounds simple until you count the minutes you actually have. Every guide says to book 30 minutes a week per agent, open with the data, and walk through a full scorecard. Then you look at your own week. You run a
How to handle a low performing agent in a call center is the question that lands on every team leader's desk by month three, usually with a QA report attached. The agent in question has missed the quality target for six weeks. Their AHT is 90 seconds over. Your operations manager asks, "Have you put
How long should you stay in a BPO job before switching is a question that gets the wrong answer from almost everyone who answers it. A LinkedIn post will tell you two years. A recruiter will tell you "whenever the offer is good." A friend two desks over will tell you to leave now because
Operations manager interview questions in a BPO sound like a leadership chat for the first ten minutes. Then the account head slides a printout across the table and asks you to explain why attrition on your last process went from 34 percent to 46 percent in a quarter. That is the moment the interview actually
The BPO trainer career path looks like the cleanest exit from the phones, and for about two years it is exactly that. A good agent on my floor once asked me whether she should take the trainer opening or wait for a team leader seat. She was handling 70 calls a day, scoring 92 in
How to get promoted from team leader to operations manager in a BPO is a puzzle that has beaten better team leaders than you, including one I rated as the strongest I ever managed. His team hit 94 percent quality for seven straight months. His attrition ran at half the account average. Agents asked to
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