How to grow from an operator to a tech lead at Kolesa Group

When it comes to career growth in IT companies, people most often think of developers. But Duman Togaev’s example shows that the path from call center operator to tech lead is accessible to anyone ready to accept challenges and implement innovations. In 2018, Duman joined Kolesa Group as an operator; today, he leads the technical processes of the project support service. How did he manage to go through this path?

From Operator to Initiator. The Power of a Proactive Approach

My first steps at Kolesa Group involved solving simple tasks on the customer support line. Then I became the team lead for the “New Buildings” direction — my team manually verified the relevance of listings on the Krisha.kz platform. We manually called sellers to clarify whether they wanted to renew their listing or hide it from search results if the apartment had already been sold. During my work, I constantly looked for opportunities to optimize and improve processes.

Together with the Krisha.kz development team, we implemented an auto-dialing technology — introducing automatic number dialing and call robotics. One of the recent solutions was speech synthesis and mimicking natural human speech. Clients cannot tell the difference between the robot and a real operator.

Results:

— the conversion rate of successful dialogues increased to 98%

— operators were freed from routine tasks and could focus on more complex challenges

— clients received instant answers without waiting or errors, making the process more predictable and efficient.

Technologies work when the team understands why

Optimizing manual labor allowed the team to be freed from boring and monotonous work. Employees could focus on tasks requiring critical thinking and creativity. For me, the role of a tech lead is not limited to implementing new technologies. I am convinced that it is important to create a team atmosphere where people understand the meaning of their actions. I regularly discuss work with my colleagues to understand what concerns them and how to make processes more comfortable and efficient. This approach helped me build trusting relationships with the team and create an environment where everyone can grow and develop.

How Personal Qualities Help Career Growth

My career growth is linked to a professional approach and soft skills. To achieve results, it is necessary to take responsibility for complex decisions, adapt flexibly to changes, motivate the team, and quickly find points for process optimization. Attention to detail allows me to see problems before they escalate into crises, while empathy and a desire to help colleagues foster an atmosphere of support and mutual assistance.

Advice for Those Who Want to Build a Career in IT

I am convinced that for career growth in a tech company, it is important not only to have technical skills but also to be engaged in solving tasks. It is important to be able to see opportunities in every process and strive to improve them. The ability to take responsibility, be persistent, and constantly look at tasks from the perspective of the team and clients is the key to success in any role, even if you start from a basic position as a call center operator.

Balance Between Work and Personal Life

The ability to maintain a work-life balance between professional activities and personal interests helps me grow in my career. Since childhood, I have been passionate about collecting cinema memorabilia, gradually assembling an extensive collection ranging from old tapes to digital archives. I am also a passionate football fan: I play with friends and colleagues, follow matches, and have won corporate FIFA tournaments multiple times. I spend my free time with my family, spending weekends with them playing board games and focusing on my daughter’s development, without forgetting to play my favorite games.

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