| Rob M.
Tell us about your job. What do you do?
I’m the Director of Site Operations at our Niles, OH site, and I oversee about 1,000 employees on the production floor. I’m in charge of training and overall customer satisfaction. On any given day, I’ll work with my team on action plans to improve quality assurance metrics, listen to calls, and provide real-time coaching. I’m always trying to find a way to train, mentor, coach employees and execute on action plans to improve performance.
How did you begin your career at West? How did you advance through the company? What’s made you successful?
I started on the phones in our Tulsa location about eight years ago. After about a year in that position, I was promoted to Operations Supervisor and a year later to Operations Manager. Then I had the unique opportunity to help run operations at a West call center in Jamaica. After three months there, I relocated to Niles, Ohio, to launch a new call center for West. After working in Niles for about a year, I was approached to help manage operations in the Philippines. After a year and half in Makati City, I came back to Niles and have been here ever since.
I’ve been fortunate at West. The people I’ve reported to have helped me succeed. They reward hard work and passion with opportunity, and I know that happens across the board at West. We’re always looking for potential.
What do you love about your job?
I love the sense of accomplishment I get from helping people reach their potential.
What’s the best thing about working here? What makes you proud to work for West?
I think the neatest thing about working here are the clients we have the opportunity to serve. We serve well-known consumer brands, and that’s something to be proud of.
What are the most valuable lessons you’ve learned while working here?
Good things happen to people who do the right thing even when no one’s looking. Also, I’ve learned from my mentors how to lead with confidence. This company has stretched me and helped me become more extroverted.
What would you tell someone who was thinking of beginning a career with West? What does it take to succeed here?
It takes passion and hard work. If you’re passionate and you work hard, you’ll be mentored and rewarded with opportunity.
What words would you use to describe your job? What words describe West?
My job: rewarding, fulfilling, motivating
West: reliable and challenging
Tell us about your job. What do you do?
I’m a Director of Client Operations for our Customer Management Group. I manage the overall relationship with our client and oversee about 2,200 agents at seven locations. I’m responsible for making sure we meet both our client’s needs and West’s requirements.
How did you begin your career at West? How did you advance through the company? What’s made you successful?
I began working here 13 years ago as a part-time agent during college. I was promoted from an agent to a Team Leader then to Operations Supervisor and then Operations Manager. In 1997, I had the opportunity to help open our Tulsa, OK, facility. After working there for two years, I moved back to Omaha and have been here ever since.
I think what’s helped make me successful at West is the fact that I like to try new things. I like to wear new hats, take on new roles. Also, because I’ve had so many different experiences at West, I have a very good understanding of many aspects of the business.
What’s the best thing about working here? What makes you proud to work for West?
Working at West has had a positive impact on my life. When you work here, not only do you acquire skills that look great on a resume, but you have the opportunity to make a positive impact on other people’s lives.
We do a lot for the communities we serve, and I’d have to say one of my proudest moments happened after we had opened a call center in Niles, OH. I was visiting and over the lunch hour went to a local diner, still wearing my West badge. As I was eating, a stranger approached me and thanked West for bringing jobs to his community. He had spotted my badge from afar and felt compelled to say something. That was pretty rewarding.
In your opinion, how is working at West different than working at other companies?
What I like about West is that everyone has the opportunity to contribute. It doesn’t matter who you are, you can help improve processes and efficiency. We seek out those people with the great ideas and then we put them to work. At West, you are recognized for your ideas, not just your status in the company.
What are the most valuable life lessons you’ve learned while working here?
You’ll get out of people what you put into them. If you show an interest, people will amaze you. That’s why I’m constantly trying to invest in my team. I’ve found that the basic customer service guiding principles we teach during training are just good, basic life skills. Showing respect and empathy will get you a long way inside the workplace and out.
What would you tell someone who was thinking of beginning a career at West? What does it take to succeed here?
You get out of this experience what you put into it. I do think that to be happy and successful here you have to like people, you have to be willing to interact, you have to want to resolve issues and solve problems, and you have to take ownership of your customer service work.
What words would you use to describe your job? What words describe West?
Job: Challenging, enriching, and motivating
West: Leader, growth, community
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