Joel’s inspiring journey from being a regular call center agent to now having a leadership role, helping businesses grow their remote teams offers a blueprint for developing offshore employees and building high-performing offshore teams in the Philippines.

In this engaging discussion, Joel shares his insights into team-building, the Filipino advantage, and what it takes to run successful offshore operations.

Understanding Operations from the Ground Up

Joel’s leadership philosophy is rooted in experience. Starting as a call center agent, he climbed the ranks by mastering operations at every level—agent, subject matter expert, supervisor, and manager. Traveling to Australia, and later on, to other countries like the U.S. helped him gain firsthand knowledge of headquarters operations, which he later adapted successfully in the Philippines.

Why the Philippines Leads the Call Center Industry

The Philippines’ rise in the BPO sector is no coincidence. According to Joel, Filipinos’ innate customer-centric mindset, hospitality, and excellent English skills make them a natural fit for the industry. The country’s 12-hour time zone advantage also allows businesses to provide seamless 24/7 operations.

Growing Professional Teams in the Philippines

Joel emphasizes the importance of hiring the right first employee to set the tone for the team. People management, he notes, requires adaptability to individual personalities and continuous development. His mantra? Stay humble, share knowledge, and cultivate a positive attitude. Strong leadership is crucial to building teams that achieve greater heights.

The Inverted Triangle Approach to Leadership

Joel’s “inverted triangle” leadership style puts the leader at the base, supporting the entire team. By fostering trust, respect, and collaboration, leaders create a balanced structure that empowers employees and drives growth. This should be understood well by business partners, and implemented with daily communication and collaboration that ensures alignment and solution-oriented results.

Conquering Challenges Through Adaptability

The adaptability of Filipino talent shines in overcoming common challenges. With government support and a deep understanding of Western work culture, Filipinos excel in offshore roles. With that said, continuous training also ensures success for international teams.

What Sets Tahche Apart

Tahche’s people-first culture differentiates it from other outsourcing and offshoring agencies. Joel highlights the organization’s approachable leadership, strong employee support, and commitment to fostering an environment where everyone thrives.

The Filipino Advantage

Filipino professionals bring unparalleled qualities to the table: adaptability, a customer-first mindset, a strong work ethic, and genuine care for their work. These traits set them apart from their global peers and make them indispensable to U.S. companies.

Offshoring Ethics and Lifestyle Upgrades

Unlike the common misconception that offshore employees work in sweatshop-like conditions, offshoring, instead, has transformed the Filipino lifestyle, offering competitive salaries that enable employees to afford homes, cars, and better living standards. It has also contributed significantly to the growth of the country’s middle class, underscoring its positive impact.

Why Cebu Stands Out for BPO

Cebu City is emerging as a premier BPO destination, thanks to its advanced infrastructure, skilled workforce, and unique balance of professional and leisure opportunities. While Metro Manila remains as the country’s main BPO hub, Cebu’s untapped potential makes it a strong contender for growth.

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Joel’s journey and insights offer invaluable lessons for businesses looking to leverage the Filipino workforce. From cultivating leadership to fostering cultural alignment, his approach highlights the immense potential of building offshore teams in the Philippines.

Want to learn more about building offshore teams in the Philippines? Watch the full interview with Joel now!

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