The BPO Jedi - Ytchiey

The BPO Jedi - Ytchiey A venue where Pinoy BPO experiences can be shared and celebrated. Leadership thoughts are openly shared towards employee development.

Going Against the Grain: Embracing Servant Leadership in a KPI-Driven WorldIn many workplaces today, missing KPIs feels ...
11/08/2025

Going Against the Grain: Embracing Servant Leadership in a KPI-Driven World

In many workplaces today, missing KPIs feels like a sentence rather than a learning opportunity. Frontline leaders often rise through the ranks due more to the Peter Principle than actual leadership skill, creating a culture focused on numbers rather than people.

Servant leadership challenges this norm by putting people first—prioritizing team growth, well-being, and empowerment over rigid metric chasing. Instead of wielding authority, servant leaders listen, remove obstacles, and nurture potential. While this approach can seem out of place in results-obsessed environments, it’s often the key to sustainable performance and genuine engagement.

The reality? It's tough to swim upstream against a culture that values quick results over long-term development. But real leadership means lifting others as you climb. Frontline leaders and middle managers must invest in their own growth alongside their teams’, breaking free from the Peter Principle trap and transforming workplaces from the inside out.

Call to Action: Own Your Development to Lead Effectively

* Invest time in coaching and mentoring your direct reports.

* Practice giving and receiving honest, constructive feedback.

* Prioritize empathy and active listening in daily interactions.

* Commit to continuous personal and professional growth.

* Encourage your team’s development as much as your own.

Be the leader who leads with heart, disrupts the status quo, and builds a legacy that’s about people and performance. The journey isn’t easy, but the impact is worth it.





Rumination in the Pursuit of a Purpose-Filled, Well-Paid CareerThe quest for a purpose-filled job that not only satisfie...
11/08/2025

Rumination in the Pursuit of a Purpose-Filled, Well-Paid Career

The quest for a purpose-filled job that not only satisfies the soul but also secures above-average compensation is a journey riddled with challenges—both external and internal. It’s a path where ambition meets the harsh realities of the job market, and where the fiercest battle is often fought within one’s own mind.

At the heart of this struggle is rumination—the relentless loop of overthinking that can morph from a tool of preparation into a trap of self-doubt. You find yourself revisiting every misstep, every unanswered email, every “no” with a growing sense of self-pity. It’s as if your mind has taken on the role of a stand-up comedian, except the punchline is always you failing, and the audience is mercilessly silent.

Yet, this mental marathoning is a double-edged sword. While rumination threatens to sap motivation and cloud judgment, it can also be a springboard for reflection and growth—if wielded wisely. The challenge is to recognize when you’re spiraling into paralysis and to pivot towards productive thinking that fuels action instead of fear.

The internal battle is no joke. Days blurred by in self-pity feel like a thief stealing your potential, while demotivation whispers that the dream is too big, the competition too fierce. But this is precisely the moment to embrace Hen X humor—the kind of seriousness that respects the grind but refuses to take itself too seriously. Imagine your doubts as comedians with the worst timing possible, heckling you just when you’re about to make a move. Smile, shrug, and step onto the stage anyway.

Remember, the pursuit of a fulfilling and lucrative career is not a sprint but a relentless, sometimes absurd marathon. Every misstep is a step forward in disguise, every setback a punchline in the grand comedy of your success story. When rumination hits, listen carefully—it’s simply your mind’s quirky way of rehearsing for your next great act.

So, rise up with seriousness in your sights and a smirk in your soul. The purpose-filled job with that above-average paycheck isn’t just an aspiration—it’s your next punchline waiting to land. Keep ruminating, but do it with the boldness to act, the humor to laugh, and the resilience to win.






You deserve a RESET!LEARN from the past week.WORK on it this week.CELEBRATE the challenges as this helps you to grow.You...
11/08/2025

You deserve a RESET!

LEARN from the past week.
WORK on it this week.
CELEBRATE the challenges as this helps you to grow.

You have gone through a lot, week after week, for months, if not for years.
Stay DETERMINED!
Be RESILIENT!
Keep MOVING FORWARD!

YOU are not Alone.
We're ALL in this together!




06/08/2025

SMART Action Planning (Part 2)

This focuses on the documentation and enumerating each of the elements:
S - Specific
M - Measurable
A - Attainable
R - Realistic (Relevant)
T - Time-Bound

In part 1, the focus was all about the letter "S" - Specific. We will continue our journey in understanding the other elements. Enjoy!





05/08/2025

SMART Action Planning (Part 1)
This focuses on the documentation and enumerating each of the elements:
S - Specific
M - Measurable
A - Attainable
R - Realistic (Relevant)
T - Time-Bound

Contrary to urban knowledge, documentation doesn't have to follow this format but should have all the elements present. Enjoy!




AUGUST - SEPTEMBER PROMOShow / Present this card to avail a discount of ₱3,000.00.I'm a Leadership Development Facilitat...
02/08/2025

AUGUST - SEPTEMBER PROMO

Show / Present this card to avail a discount of ₱3,000.00.

I'm a Leadership Development Facilitator, Public Speaker, and Event Host all rolled into one.

Book Now!

Let me take care of your event. You're not just getting AWESOME Hosting. You'll also have:
* Peace of Mind - You can focus on enjoying your event with your guests
* Quality Entertainment - Your guests will enjoy Games, Singing, and Dancing
* Epic Memories - Leaving everyone with an Amazing Experience

Book Now!

From Baby Showers and Gender Reveals, to Milestone Birthdays like 1st Bday, Quinseñera, Debut. Weddings, Anniversaries, & Reunions.

Book Now!

Visit me on YouTube - https://www.youtube.com/
Check out my FB page and send me a PM - https://www.facebook.com/hostytchieyrebel
See me in Tiktok - https://www.tiktok.com/
Email me - [email protected]

Book Now!


Coaching is a way of life in the BPO industry. Most centers, if not all, requires the frontline leader (Supervisor or Te...
01/08/2025

Coaching is a way of life in the BPO industry. Most centers, if not all, requires the frontline leader (Supervisor or Team Leader) to coach each agent or team member at least once every week.
It's a fact that not all frontline leaders are trained to coach. They have not gone through any formal leadership training on how to conduct proper coaching. From Preparation to Conversation, up to Documentation and Follow-up, they end up "winging it". (The Peter Principle in action)
There are others who invested time in learning by having the mentality of "If you are not going to train me, I'm going to train myself." which pushes them to become better.

Let me help those leaders.
Focus on the content rather than the aesthetic of the form.

The first page shows the "Opportunity Behavior" that needs to be worked on.
The KPI that is impacted - also showing the current and the goal.
And the coaching conversation.
*It is now definitely easier with speech to text AI*

The next page shows all the research done to validate the coaching. It also shows the Action Plan in detail.

What is the Specific Plan?
Increase Eve's Inbound voice NPS from 50% to 70% by the end of the month by using statements such as, but not limited to, "We really appreciate your patience while we fixed your concern.", "Thank you for partnering with us in resolving the problem.", or "Our company feels successful because of customers like you." at the end of the call before saying, "Is there anything else I can do for you?".

What Specific Action will the agent do?
1. Resolve the issue.
2. Deliver a Resolution-Confirmation statement matching the concern.
3. Deliver the NPS statement.
4. Deliver the Closing-Confirmation statement.

How can she turn it into a Reality?
1. She place a Post-it on the side of her screen as a reminder.
2. She will document every instance she did it and it must tally with the number of calls she had in the day.
3. Every scheduled weekly coaching, you are to come up with a statement similar to the two examples.

How will we Measure success?
Randomly listen to the last 1-2 minutes of 5 recorded calls and 3 live calls every week for the next 4 weeks to check for consistency. For you to be successful, the following must be met:
1st Week - 5 out of 8 calls must have the statements
2nd Week - 7 out of 8 calls must have the statements
3rd Week - 8 out of 8 calls must have the statements
4th Week - 8 out of 8 calls must have the statements

How do we show the agent that it is Attainable?
Send a progress report after every listened call. It will show the number of times you were successful over the number of audits. Sample as shown below:
Day 1 of Week 1 - 1/8
Day 3 of Week 1 - 4/8
Day 2 of Week 3 - 3/8
End of Week 1 - 5/8
End of Week 2 - 7/8

When will this start?
This action plan will be executed after this coaching dated August 15th. The follow-up coaching is scheduled on August 21st.

Your Turn. What do you have?

NUMBER 2 is More Important than NUMBER 1.Good morning, my name is Ytchiey Rebel and I’m here in front of you today (figu...
29/07/2025

NUMBER 2 is More Important than NUMBER 1.

Good morning, my name is Ytchiey Rebel and I’m here in front of you today (figuratively) to talk about LEADERSHIP. I invite everyone to prove or disprove the concepts and ideas I would be sharing.

In my own honest and humble opinion, being a leader is a walk in the park…the Jurassic Park. On a serious note, I summed leadership up into two things – two simple and achievable tasks, which defines a person as a leader.

Number 1 – Developing People.
Developing people is serious stuff. It is very difficult to develop people. One must possess knowledge and/or skill and the ability to transfer it to another individual.
This requires study, research, training and life-experience. Attending seminars to gain knowledge on concepts and theories about developing people, workshops to gain skills on dealing and interacting with different personalities, the list goes on. One must invest on oneself to ensure that one is equipped.
It is a common misconception that sending your direct reports to be trained, solves the problem. When direct reports are sent to training, it is only the beginning. Training is not the solution for development. It is merely the first step towards development. It now requires the follow-through from the leader.
It is sad to say that we have Supervisors and Managers who falls short when it comes to developing people. They make up on being a strong business operator focusing on the financial side of the business rather than the human side.
Developing people is a difficult and challenging endeavor but definitely fulfilling.

Number 2 – Genuine Concern
A leader must truly be interested in honing and developing their people. Being emphatic to the challenges, they face. Not knowing the answers to their questions yet still being with them as you both search for it.
This display of Genuine Concern would motivate and inspire direct reports to become better. The followers would figuratively move mountains as a response to the genuine concern they have experienced.
This does not require study, research or training. There is no need for you to attend a seminar or a workshop to develop a sense of concern or to care for the people you support. A person’s genuine concern for another individual is based on his or her principles, belief and values.
Genuinely caring for your people provides you with immeasurable rewards.

It is understandable if you, as a leader, do not know how to do NUMBER 1. You may have fallen victim of the Peter principle. This can be addressed by training and practice, partnered with Determination, Perseverance, and sheer Will.

However, there is NO REASON not to know how to do NUMBER 2.

We must change the sad reality we face in the workplace; we have Supervisors who can supervise people & Managers who can manage the business.

Personally, I would rather have LEADERS who can LEAD people.
How about you?

04/06/2025

A strong opening is paramount in both facilitation and public speaking, serving as the crucial first impression that sets the tone for your entire session. By effectively engaging your audience from the outset, you ensure they are focused and ready to learn, establishing your confidence and maximizing the impact of your message. Remember, you only have mere minutes, if not seconds, to make this vital connection.

16/05/2025

Public Speaking basics

First Blood.
20/12/2024

First Blood.


01/01/2024

New Day.
New Month.
New Year.
New Challenges.
New mishaps, mistakes, errors, etc.
New Knowledge and Skills.
New Milestones!

Embrace the mistakes that will inevitably happen and everything that you will learn from it. It is an essential part which will aid you in shaping 2024 to a stronger year for you.

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