Off the phones but on the phone

So just like last week, I've been off the phones today but I've also been taxed with a bit more responsibility than I thought I would. Last week, while I covered for the team leader, my responsibility was around updating stats and motivating the team.

Today, I've got extra responsibility, as I'll be having one on one interactions with other agents and discussing ways we can improve.

I find myself slowly tending towards management and I've got to say, it does feel like a nice fit for me.

I'm quite comfortable with talking with people about important things and because I already have a sales/marketing background, I picked up the role quickly and I'm able to share my opinions easily. My sales background also makes it easier for me to talk with people and connect to them in a way that hopefully leads to improvement.

I've already had one coaching session with a fellow colleague and after the conversation, it sounded like she took something from our conversation.

My goal is to continue honing my communication and leadership potential for the next few weeks. I'll be adding all of this experience to my CV and using this opportunity to get better in the role as a whole.

Tomorrow, I'll be back on calls, talking with customers and I'll be taking some of the lessons from listening to others to improve myself.