When I was 16, I got a part-time job answering phones at a call centre. Now, at 22, I lead the Information and Communications Technology operations at the same place.This is the story of how I worked my way up by improving my Essential Skills.
When I started working at the call centre, one of my first tasks was to learn how the company’s high-tech phone and computer system worked. I began by improving my computer use skills.The tools were always changing, and I needed to keep up.
This was a challenge. Many long-time employees were leaving the call centre, and important information was not being passed on to newer employees. My manager saw the problem and decided the team needed training to develop our working with others skills.
Continuous learning on the job and through courses helped us work better together.We saw the value of sharing information and best practices. Our thinking skills improved. It was easier to solve problems and make decisions, and we learned how to deal with conflict at work.Within a couple of years, people were happier at their jobs and less likely to leave. I used all these skills to eventually become a team leader and manager.
Now I’m in charge of system and client care, account set-up and sales. I find that every day leads to new challenges. I know there is a lot to learn in the high-tech industry. But I feel that my Essential Skills have given me the confidence and ability to do well in this exciting, fast paced setting.