While the role of a contact center agent may seem routine, it is actually an excellent starting point for developing valuable skills that are useful in any industry. Communication, problem-solving, and stress resilience are just a few of them. With a low entry barrier and ample opportunities for growth, working as an agent can serve as a springboard to a successful career.
Today, we share the stories of three colleagues who started as agents and worked their way up to team leader positions. Learn about their journeys, the skills that helped them advance, and their advice for those just beginning or considering a career in customer service.
Anastasiia Yakymovych, Team Lead at Global Bilgi
Can you share your understanding of what a team lead is and their role in a contact center?
A team lead is not just a supervisor but someone who helps agents grow, motivates them, and provides support. They are the person agents can turn to for advice or assistance when challenges arise. I follow the principle: “The team’s problems are the team lead’s problems, but the team lead’s problems should not become the team’s.”
My responsibilities include monitoring the quality of agents’ work, assisting with complex issues, conducting training, analyzing performance metrics, and creating a comfortable environment for the team.
How did you start working in a contact center, and what made you decide to become a team lead?
Like many, I was looking for a stable job where I could quickly learn new skills. I was drawn to the opportunity to work remotely and the variety of work situations. At first, it wasn’t easy—so much information, different clients, and stressful moments. But over time, I adapted, learned to understand people better, and started finding solutions faster.
I was supported by my colleagues and my team lead at the time, which inspired me to help others as well. I realized that I was interested not only in doing my job but also in improving processes and supporting the team. That’s what motivated me to grow in my career.
What new skills and challenges did you encounter as a team lead?
The most important skills are communication, stress resilience, analytical thinking, and decision-making. My journey from agent to team lead took six months, and I quickly learned that working with people is something you can’t master through theory alone.
The biggest challenge at the beginning was finding a balance between supporting the team and meeting management’s expectations. I had to learn how to prioritize effectively and adapt to new responsibilities. But with experience comes a better understanding of how to manage processes efficiently and keep agents motivated.
You might be interested: How to manage stress in a contact center?
What do you enjoy most about this job?
I’m proud of my team. We consistently deliver great results, and it’s important to me that people grow professionally. The best feeling is seeing agents develop their skills and move into leadership positions. When you know your work helps others achieve more, it motivates you to keep going.
What about career prospects?
Being a team lead opens up great opportunities for further growth, such as becoming a contact center manager or developing in the field of employee training. Personally, I’m interested in managing larger-scale operations.
What three tips would you give to those who want to become a team lead in a contact center?
- Don’t be afraid to take responsibility – show initiative and support others.
- Develop soft skills – communication, stress resilience, and conflict resolution are crucial.
- Be willing to learn – a contact center team lead doesn’t have to know everything, but they must be able to find the right information and do their job to the best of their ability.
Kateryna Androshchuk, Team Leader at Global Bilgi
How would you describe the role and responsibilities of a contact center team leader?
A team leader is someone who helps the team unlock its full potential. They are a manager, mentor, motivator, and source of support for every agent. My role is to be there in challenging situations, provide guidance, and inspire the team to achieve the best results.
As for my responsibilities, I coordinate the work of agents, monitor service quality, analyze key performance indicators, and help the team reach its goals. A significant part of my job is also motivating and developing employees.
How did you become a contact center agent, and what was your first work experience like?
I was always interested in a job where I could help people, communicate with them, and feel useful. My ideal role was remote work within a friendly team. So when I saw a job posting for a contact center agent at Global Bilgi, I knew it was exactly what I was looking for. I was also drawn to the career growth opportunities mentioned in the job description, which made me apply without hesitation.
The most challenging part for me was that I’m a highly empathetic person, and I initially took difficult customer situations too personally. It was hard to learn how to manage not only my own emotions but also those of customers, helping them resolve their issues and providing necessary support. However, I am very grateful for the mentorship system in our company and the friendly atmosphere in our team. Thanks to the support of my colleagues and mentors, I was able to adapt quickly and learn how to assist customers effectively.
At what point did you realize you wanted to move into a leadership role? What motivated your career growth?
I felt the desire to grow into a leadership role when I realized that not only did I know my job well, but I could also effectively share my knowledge and experience with other contact center agents. I enjoyed helping my colleagues.
A key factor was the opportunity within our company to undergo an internship for a team leader position. This gave me a great chance to test my abilities and determine whether leadership was the right path for me. Additionally, I was very inspired by my manager’s work, which became an extra motivation for me to move forward and develop in this direction.
How long did it take you to progress from agent to team leader, and what skills helped you?
It took me a year and a half to reach the team leader position. During this time, I worked diligently and with discipline, gained new knowledge and skills, and built experience in customer communication. The most valuable aspect of my professional growth was that it happened gradually.
I had the opportunity to learn not only from my colleagues and manager but also by analyzing my own work, identifying my strengths and weaknesses, and continuously improving myself.
How did your responsibilities change after becoming a team leader, and what was the most challenging part of the role?
The level of responsibility significantly increased. The range of tasks became broader and more diverse. Previously, I was only accountable for my own work, but now I am responsible for the success of the entire team. For me, transitioning to a team leader role was not just a challenge but also a great opportunity for professional growth and leadership development.
At first, it was difficult to adjust to the increased responsibility for team results and to learn how to delegate tasks effectively. However, thanks to training, as well as support from management and colleagues, I quickly adapted and learned how to approach each team member effectively.
What are your career ambitions?
I feel a strong leadership potential within myself and want to continue developing in this direction. I am eager to keep learning new things. I am particularly interested in roles related to managing large teams and projects.
What advice would you give to agents who want to become team leaders and build a career in customer service?
Don’t be afraid of mistakes. Mistakes are part of the learning process. The key is to recognize them and learn from them.
Keep learning and developing. Participate in training sessions, attend seminars, read professional literature, and engage with colleagues to continuously expand your knowledge and skills.
Be patient and persistent. Challenges and obstacles will arise, but it’s important not to give up and to stay focused on your goals.
Recommended reading: Our experience in efficiently managing remote contact center agents
Anastasiya Logvinyuk, Team Leader at Global Bilgi
Tell us, who is a contact center team leader, and what do they do?
A team leader is a manager responsible for a team of agents, overseeing their work, motivation, and professional growth. It’s crucial to maintain team spirit, foster a friendly atmosphere, and help agents work in sync. The key responsibilities include quality control, task distribution, analysis and reporting, process optimization, and communication with management and the client.
How did you start working in a contact center, and what sparked your career growth?
At first, I saw this job as a temporary option after maternity leave. I adapt quickly to new skills, so I had no major issues adjusting. I worked on three projects and delivered good results, which motivated me to stay.
At some point, at the initiative of the client whose project I was working on, I was given additional responsibilities. I essentially started performing the functions of a team leader. That’s when I realized I was capable of more.
How long did it take for you to become a team leader, and how did your responsibilities change in this role?
I became a team leader four years after joining the company. It was actually the outsourcing client who insisted that I be promoted to this position.
As I mentioned, I had already been fulfilling team leader duties for some time and achieving strong results in the project, so my responsibilities didn’t change significantly. Of course, the level of responsibility increased—I had to handle more complex tasks, resolve unforeseen situations, and motivate agents. But the advantage was that I no longer had to make customer calls myself.
What was the most challenging aspect of becoming a leader?
There weren’t any major challenges. Only at the very beginning did I struggle a bit with some reports because I needed a better understanding of spreadsheets. But a colleague helped me, along with a corporate Excel training session.
What achievements as a team leader are you most proud of?
I’m proud that my team consistently delivers excellent performance!
What are your career ambitions? Do you plan to continue climbing the career ladder?
I’ve been in this position for just over a year, so I haven’t really thought about the next step yet. I want to gain more experience to confidently say that I’m an excellent specialist.
What three pieces of advice would you give to agents who want to become team leaders and build a career in customer service?
- Responsibility. A lot depends on the team leader, and it’s important to understand that.
- Continuous development. Never stop learning and improving.
- Desire and self-belief. If you want it and believe in yourself, you’ll achieve it.
Conclusion
A contact center team leader is not just a supervisor but a key figure ensuring operational efficiency and service quality. They coordinate the team, monitor goal achievement, motivate employees, and create a comfortable work environment. This role serves as a great foundation for further career growth, allowing professionals to develop leadership skills, management expertise, and analytical thinking—paving the way to project management or department head positions.
Global Bilgi’s outsourcing contact center provides real opportunities for growth—from agent to team leader and beyond. The company invests in training and employee development, creating conditions for professional advancement. If you’re eager to grow and build a successful career in a contact center, fill out the feedback form at the link and join the Global Bilgi team!
