Nightshift: call center agent's blog

Last week, our HR posted an IJP, or Internal Job Posting. It was for a team leader position in our account. While I have no problems with my current TL, or any leader whom I was handled, I want to set some sort of “standards” for those applying.

Since he is the leader of the team, I expect him to manage the team and for them to work as a team. He should be able to hear the members individually, but at the same time be able to lead them as one big family.

I’m a person who is not really keen on statistics. AHT, attendance, QA, not that I am bragging but I pass them all. As long as I do my job properly, I know that these stats will follow. But others are not like that. So when there were instances of “inggitan” in the team, I expect the TL to be able to pacify and explain to them the situation.

The TL should also develop future leaders in the team. It’s just like teachers whose students become presidents, senators, etc.

He or she should also be not killjoy. He should join inuman sessions, joke and mingle with the rest of the team.

The TL should not be someone whom we should be afraid of, but someone whom we have respect, not only in his position, but more of him being a person.

It is often said that TLs are there, not for the purpose of helping you in troubleshooting (ours is a technical, helpdesk account) but primarily for managing the team. So when there were instances where he’s the only person whom I can consult, and he can’t answer me, I would want him to admit that he has no idea, but that he will find the answer. He should be able to get back to me and give the answer.

Lastly, so that he can experience what his agents go through, the TL should take in calls too.