In case you missed it, the AI in CX webinar with the CEO of Observe.ai that I participated in is here if you want to view it.

I am participating in a webinar tomorrow at noon EST with the CEO of Observe.ai. You can access it here: https://lnkd.in/gvJAg_AD Come and join!

Good morning leaders. 👋 TGIF! Let's set the tone for the weekend! Here is your question for the day: "Think back to when you first became a Team Leader. What is the one thing you wish someone had told you on day one?" Drop your answer below. No wrong answers. No judgment. I'll share mine at the end of the day. This community is built on real talk — not textbook leadership. Let's start the way we mean to go on.

Hi everyone, I’ve spent 12+ years working across operations, training, compliance, and digital transformation—mostly in roles where I’ve had to navigate both people challenges and system challenges at the same time. A lot of what I’ve seen comes down to how people and technology interact in real environments—not always the way it was originally designed. That gap between intent and actual usage has been a consistent learning curve for me. I’ve recently transitioned into a Digital Solutions Lead role, where I’m trying to look at problems more from a systems lens, while still keeping human behavior at the center of it.

Here is how you can earn a Certification in Team Leader management, aimed at both aspiring and new Team Leaders, however this is applicable if you have been in a TL role with no instruction or ongoing professional development. This course will make you a confident TL, able to step in and perform at a high standard on Day 1. This is not fluff, this is a practical and tactical 6 Module course that has activities you can take back to your TL job immediately. 🎯 THE TLX CERTIFICATION PATH Level 1 — TLX Foundations: Why You're Here Free with community membership Your starting point. Understand why BPOs exist, what a Team Leader is really responsible for, and how to take control of your time with the WILO and DILO frameworks. ✅ Complete the MC1 knowledge check on the ILC to unlock Level 2 👉 www.impactifyleaders.com ⭐ LEVELS 2–5 ARE AVAILABLE EXCLUSIVELY TO PREMIUM MEMBERS Level 1 gives you the foundation. Premium takes you all the way to certified. Here is what upgrading unlocks: Level 2 — TLX People: Coach Like a Pro The hardest part of being a Team Leader is managing people. This level gives you the tools to coach high performers, develop struggling agents, and have the conversations most leaders avoid. ✅ Complete the MC2 knowledge check to unlock Level 3 Level 3 — TLX Performance: Own Your Numbers Data is not your enemy — it is your ally. Learn how to understand your metrics, use them to lead your team, and build feedback loops that actually improve performance. ✅ Complete the MC3 knowledge check to unlock Level 4 Level 4 — TLX Operations: Run the Room Master the working relationships that make or break a team leader — QA, WFM, HR, and your client. Learn how to manage absence, handle outliers, and communicate in a way that builds trust at every level. ✅ Complete the MC4 knowledge check to unlock Level 5 Level 5 — TLX Leadership: Become the Leader The final level. The deepest work. Top leadership skills, accountability culture, self-assessment, and skip-level feedback. This is where you stop managing and start leading. ✅ Complete MC5 to earn your TLX Completion Certificate