Sunday, November 18, 2007

The Write Up

Last week, Jon, Tin and I were obsessing about our TL kits and write ups. We are due for STL (Senior Team Lead) assessment (yey), and as usual, we were comparing notes.

Here’s what I came up with:

I never imagined that I would become a team leader when I first stepped in eTelecare. In my stay here, I discovered that this company gives much trust to its employees. I say this because I had no professional leadership experience when I was entrusted to support my very own team.

It was through the leadership development modules and the support of my colleagues and superiors that I was able to help my team members achieve their goals. With this I realized the value of interdependence. I could not have survived without asking a few of my co-team leads how a few things are supposed to be done. Now that I am one of the tenured team leads, I am always happy to answer questions raised to me by our younger TOICs.

I’ve learned that building a solid relationship with the team members has many rewards. For one, the fun and friendship we have cultivated keep us going to work, even during those inevitable “down times.”

In the workplace, some stand out while the others just blend in the background. As a TL, I believe in rewarding those who work hard to meet and exceed their targets. I also believe that it is my job to make sure no one is left behind. As the leader I am responsible for my team and what I would like to see is for everyone to have a special role. Nobody is left watching. Everyone should have a chance at a task, no matter how small it is. This promotes ownership and further enhances relationships within the team.

Three years of team handling has allowed me to see different personalities in my team members. They taught me that there is no one way to handle them. Some teams long for a gentle hand, and some pursue an iron fist. I assure myself that whichever way I take is fine, for as long as I am able to accomplish my purpose. And that is to bring out the best in them.

I’ve come to know that sacrifice is necessary in this line of work. Years after having graduated from calls, sometimes I still find myself on the other end of the line, trying to figure out a way to resolve an internet connection issue. When service levels are at stake, we have to do what we can to make the load lighter for everyone. Sacrifice has many faces. Sometimes it’s called right-sizing. It is always sad to lose a team, but being open minded about it helps. Looking at the glass half-full made me realize how much I gained being assigned to work on a special project and being cross-posted to a different department.

The role of a leader is both challenging and rewarding. It’s a learning process that has made me a better person. I have given out much as a team leader, but the experience has given me so much more.

2 comments:

thinkerthird said...

TL congrats!

bebot said...

Yikes! Were still working on our documents. May interview pa and there's still a whopping chance that we will fail! Hehe. But thanks na rin. Hihi.