A normal day would be to get to work before the team, Check and respond to any emails or phone messages, Answer the hot line for unplanned absentees and report to other manages who is away for the day. Staff would then arrive, greet the team members then ensure they have logged into the phone system on time. Then take any escalated call, Consultant / customer issue, prepare performance documentation for weekly reviews and any adhoc.
Ensure the consultants are adhering to schedules and are using correct tone and providing the correct information to customers.
weekly performance reviews with individual team members, prepare and run team meetings, Attend management meetings and other adhoc meetings, monitor, mark and provide feedback on consultant calls.
I learnt a lot about time management, dealing with all types of personality’s, Training and improving team members phone manner and system knowledge,
I enjoyed the management team; we worked well together to be the best collections centre in Telstra. As a team we were motivated and kept the centre at the top by providing a winning positive culture.
The hardest part of the job was when we were made redundant. The centres moral dropped and a few bad attitudes in the centre crept in. I was also made redundant so coming to work and constantly motivating the teams became very hard as staff became less engaged. However the Centre motto was " lest make them miss us"
This worked well and bought some engagement back.
I enjoyed watching consultants and managers progress into higher roles as well as team members being the best they can in their role. I also liked the team player atmosphere. We played a lot of motivating games and had food days to keep engagement.
was able to progress.