My typical day while employed in VXI was coming on time, checking my agents attendance (making sure no tardiness and/or absences from the team), accessing and reading emails, update the team (scores, assessments, daily goals, etc.) and following my to-do list for the day. Most importantly, I do temp check with my agents to know if they are doing okay and what issues I may need to address.
I have learned so many things for the past 5 years of being employed there. I started as an agent, promoted as a subject matter expert and eventually, became a Team Leader. Part of the learning was doing multiple tasks at the same time, ensuring the team is meeting all the targets, maintaining the morale of the agents and balancing between work and personal life.
The management was superb since they made sure that employees are taken cared of and provided with the necessary trainings and/or information for the good of everyone.
The hardest part is when faced with challenging situation like abrupt changes in the metric (account wise), handling difficult agents which is for me, is very rewarding since I also got the chance to learn from others experiences.
I think the most enjoyable part was when you see some of your agents being promoted, spending quality time with the team in or outside the office, seeing them with a big smile every morning/after shift, receiving compliments for a job well done, and achieving a goal as a team and with teamwork.