Jem C.
Mid-Level Call Center Team Leader
Open to offersNew to PlatformAbout
Jem R., currently serving as a Team Leader and Quality Specialist at GoHealth360 in the Philippines, has demonstrated a strong focus on achieving key performance indicators through effective sales coaching and calendar management. With a substantial tenure at Transparent BPO, Jem gained valuable experience aiding agents in meeting sales targets and adhering to quality assurance guidelines. He played a dual role in training, assisting newly graduated agents from classroom programs and providing real-time support. His responsibilities include developing precise action plans, managing program playbooks, daily reporting, and ensuring the team's success through consistent coordination with operations managers. Jem's earlier experience at Bytessuccess honed his skills in monitoring sales calls and providing feedback to improve performance. His career also includes a long stint with Sykes Asia Corporation, contributing to customer satisfaction through comprehensive support in technical and network problem resolution. Jem holds educational credentials in Management Accounting from the National College of Business and Arts and Computer Technology from AMA Computer School.
Experience
Team Leader /Quality Specialist
GoHealth360 · 2024 — PresentAssisted agents in achieving sales and daily goals. Managed calendars, set appointments, and scheduled callbacks. Developed specific action plans with measurable objectives, ensuring team understanding. Identified and addressed key behaviors impacting performance, providing targeted feedback. Sent end-of-day program reports, audited agents' calls, and tracked total hours. Updated the program playbook daily, monitored performance and attendance, and ensured all calls were disposed of by day's end. Coordinated with Operation Managers and Co-Team leads on program issues, ensuring hour goals and quality standards were achieved.Team Leader
Bytessuccess – Transparent BPO · 2021 — 2024Supported agents in meeting their sales goals and achieving daily KPIs. Handled calendar management, appointment setting, and callback scheduling. Created detailed action plans with clear objectives and communicated them effectively to team members. Identified key behaviors that influenced performance, offering targeted feedback and regularly reinforcing positive actions. Delivered end-of-day reports, audited agents' calls, and plotted daily spiff and Replicon hours. Oversaw experienced agents, updating their playbook and monitoring progression. Collaborated with Managers and Client Services on program issues to ensure hour goals and quality standards were maintained.Quality Specialist
Bytessuccess · 2018 — 2021Monitored agents' sales and non-sales calls, providing feedback to team leaders to validate sales calls and ensure proper call disposal.Mentor
Sykes Asia Corporation - CenturyLink · 2006 — 2017Guided new agents through processes and procedures while troubleshooting. Observed call interactions and offered feedback through coaching sessions to enhance call flow. Prepared end-of-day reports detailing everyday progress and activities.Technical / Customer Support Representative
Sykes Asia Corporation - CenturyLink · 2006 — 2017Engaged with customers to provide information regarding inquiries and issues related to products and services via voice calls and email. Directed problems to appropriate resources and suggested alternative solutions to retain customers. Diagnosed and resolved technical issues, including hardware and software problems, through guided solutions. Conducted call calibration sessions with team leaders and account managers, and created end-of-day reports to highlight opportunities and strengths for agents.
Skills & Expertise
Education
- Management AccountingNational College of Business and Arts · 1999 — 2002
- Computer TechnologyAMA Computer School · 1996 — 1998
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