Become a Supervisor from Agent
What you will learn
Transition confidently from a call center agent to a Team Leader or QA specialist
Conduct impactful coaching and performance feedback sessions using proven frameworks
Monitor team performance using key call center KPIs (AHT, CSAT, FCR, etc.)
Analyze QA scorecards and conduct call audits to identify coaching needs
Handle internal and external escalations with diplomacy and professionalism
Create effective shift plans, manage rosters, and optimize team schedules
Design and implement Performance Improvement Plans (PIPs)
Understand the career ladder in BPOs and chart your leadership development plan
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