Call Center Operations Manager Interview

Call center operations managers can be some of the most admirable persons in the office. Their wisdom, personality, skills and ability to deal with people from subordinates to clients are what drives our call center industry forward today. Yet they still reach out and touch base with their people to make sure concerns are addressed in a timely manner. I recently asked a friend in the call center industry to answer a few questions and share her thoughts about our work. This is the first of a series of interviews I wanted to conduct for us all to learn from our industry leaders.

Ms. R. Viray currently works as an operations manager for ePLDT Ventus. She manages the production floor with the help of her supervisors and agents. She was kind enough to share with us her wisdom recently. Learn her story. Find out what she had to say.

1. How did you start in the call center industry? What do you do now and what is the scope of your work?

- I was a fresh grad then and was very active in hunting for jobs. Even though I graduated from UST, I also went to different job fairs from other schools. I went to FEU's job fair one time and had a chance to sign up for an agency called "People for People". I didn't know that that agency was a subsidiary of Q2 Search, Inc which was one of the official recruitment agencies of ePLDT. So that's how I ended up applying for ePLDT. I went through a series of tests and interviews before I was officially endorsed to ePLDT HR for final interview.

I started as a Customer Service Representative for a pioneer local account. During that time, it was the very first local (domestic) account of ePLDT so I kind of felt lucky since we experienced the best trainings and was given a chance to work in a very huge and lively workplace fit for young professionals like me. I worked hard and eventually, I was given a chance to be promoted to several positions..from Assistant MIS Specialist to Assistant Team Leader..then Team Leader..and eventually, Deputy Operations Manager. Right now, I am a regular Operations Manager already and I've worked with several accounts already. I am handling Team Leaders and manage our floor production daily. I help formulate policies for the campaign and I get to interact with our clients most of the time (Vendor Client Management) for business improvements and monitoring of the campaign's performance.

2. How do you personally achieve work-life balance?

- I find time for my family and friends as much as I can. I used to be really, really workaholic but then I didn't become happy and eventually ended up in the hospital (haha). I always make sure that I still go out and enjoy my personal life, at the same time, giving my best when I'm at work by meeting my deliverables.

3. In general, what attributes should a call center employee have in order to be successful in this line of work?

- PATIENCE, Determination and most of all.... Passion for the job (this is very important)

4. You started working in the call center industry several years back. How much has changed through the years in the work place in terms of operations, client expectations and with the agents?

- Since I've been working with this industry for almost 8 years already, I would have to say that a lot of things have already changed. When I was still starting, the management was still very lenient and they weren't that strict yet when it comes to policies and corrective actions. There were several changes also on accounts/campaigns handled by the company but a lot of people have matured already (especially those whom I've known since entry level).

5. You work with your team leaders to achieve target goals. In your experience, what have been effective ways to manage performance? What kind of motivational techniques are you inclined on using?

- I practice several ways in order to manage and stabilize the performance of the campaign but I must say that it is very important to have GOOD RELATIONSHIP with your people. When you know the balance between being humble and strict at the same time, they would know when to put a line between friendship and professionalism. You would gain their RESPECT and you'll be able to influence them with your actions. I am a "people-person" type of leader so I really love interacting with the people at the floor..from Team Leads to support group..down to the agents.

6. For people who are aspiring to be leaders in a call center setting one day, what attributes should they exhibit in order to be consider fit for a leadership or management role?

- Time Management is very important. As you go up the corporate ladder, you tend to indulge yourself to more deliverables and tasks so you should know the word "multi-tasking" by heart. You should know how to handle PRESSURE both from the management team and to your clients. People Management is also very important because you won't be able to achieve your goals all by yourself. You need teamwork to be able to reach your targets.

7. Based on your experience, what advantages does a Filipino call center agent have over other nationalities working at the same position?

- I guess Filipinos are generally patient and sweet. It's easy for them to manage their callers because of these basic values.

8. What sets your company apart from other companies in the industry?

- Just log on to epldtventus.com =) If you're interested to apply at Ventus, message me at rcviray at epldtventus.com so that I could personally refer you to our Groove Hiring Program.

 Thanks Chelle.

Posted in: Call Center Life