I’ve been with BPO Industry for 5 years and I Worked as the Operations manager of a Lead Generation Campaign for 3 years already. From agent post-support role- TL post-head TL post-Operations Manager which made me an expert about my work most especially about the campaign. From handling agents on site and agents in different locations. Monitoring real time queues to know the flow and changes of the leads,familiarizing at first but learning by myself to present the status of the agents using my tools.
But for me, the most challenging part of this job is to deal with the campaign, I am also the Point Of Contact of all concerns of the Quality team and dealing with the changes of the campaign that needs to be accurately cascaded to the agents/owners. But what I love about this campaign is it gave me confidence and a lot of happiness whenever I see myself improve.I didn't compete with anyone but myself only. I want to be proud because of my improvement and showcase it to my clients and inspire my agents, and anyone who sees themselves weak.

These are the tools that I have been using :
*GOOGLE SHEETS-data entry reporting and other presentation of performances. and still maximizing and learn from it
*GOOGLE FORMS- I use it for agents' attendance,personal surveys, application forms and other jobs that need responses.
*GOOGLE DOCS- I use it for making agreement,PDF files, letters
*GOOGLE SLIDES-I use it for basic presentations/trainings
*POWERPOINT-for trainings/ colorful and live images to present as well
*MS WORD- data entry/letters
*ANYDESK-to remote agents especially when logging in and any issues
*LOOM.com- to record the screen,to give samples and ways on "how to do it" to the agents,basic knowledge
*PHOTO EDITING- basic knowledge,background removal,changing of backgrounds-beginner skills
*SKYPE-for trainings and communication
*vocaroo.com-for voice recordings
*lightshot- screen capturing-I also use a snipping tool but I preferred lightshot.
*ASANA
*SLACK

Work Terms

Full time

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