What was your first job?
My first Job was Quality Insurance Operator for Hitachi Electronics. I was responsible for checking the quality of items leaving our lines ensuring customers always received the highest quality product reaching BSB standards. If there were, any defects or faults found I liaised quickly with the Production Manager to make improvements and possibly recall products that had already left the production line.
What is it you like best about what you do?
The most rewarding part of my job is seeing people grow and develop. I love working people from different backgrounds who challenge my way of thinking. Although the credit for where they are is down to the individual (you get out what you put in) I get huge satisfaction seeing their successes – 2 have moved into a Team Manager role & 4 have reached their aspiration to be an expert in their role.
What don't you enjoy?
I do find it disheartening to see (on very rare occasions) anyone who lets himself or herself down by not performing to their true potential. Although there’s a lot of investment time for me to spend with my team I can’t use it as I want to – I’d love the flexibility to control my daily activities and talk to my people when I want to.
What preconceptions did you have about contact centre
work (and were they true)?
I initially thought that it was like they described it in the press-row after row of battery hens. I also did not expect there to be such camaraderie within the teams.
Briefly describe a typical day?
Typically, I spend 90% of my time with my team focusing on their development and making sure their motivation is in the right place. I ensure they have the tools to deliver an excellent service through coaching. On a 121 basis, we also explore how to improve and maintain customer service skills. The rest of the 10% is for me to pick up the admin tasks. I am an early bird so everyday I have a 30-minute ‘open surgery’ where my team know they can talk to me off the clock about anything they want to.
What skills have you brought to your new job?
Knowing what engages individual people and being a people person. After working with Hitachi, I naturally see a ‘start, middle and end’ of anything I undertake – I can review initiatives and check progress made against original objectives. It is a great skill to provide focus and drive.
Why would you recommend working in a contact centre
to friends/relations?
I would genuinely recommend working in a call centre to anyone! There is so much that could appeal but for me personally I love the social life; working with people in a fun environment; the career opportunities; being challenged; and, most of all the people themselves.
If you take one thing with you on a desert island
what would it be?
My iPod.
What's your guilty pleasure?
risp sandwich – unfortunately it would be the smelliest - cheese and onion flavour.
If you were an animal, what would you be?
Dog – they’re obedient, loyal, friendly, good company, fun, energetic and have a good nose for what they like the most in life.
