1 / 9

Interview with Brian Watters

In this insightful interview, Brian Watters, who started his career at West Corporation in 2006, shares his transformation from a Customer Care Representative to the Operating Team Supervisor. With no prior managerial or customer experience, Brian emphasizes the importance of communication, time management, and understanding group dynamics. He discusses innovative strategies for employee motivation, such as contests and rewards, as well as specialized training programs. Brian reflects on his progress in enhancing service levels and labor efficiency while valuing strong relationships with his team.

avani
Télécharger la présentation

Interview with Brian Watters

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. Interview with Brian Watters Nicole Roane

  2. Who is Brian Watters? • Started at West Corporation on February 6, 2006 for the ESPN group • Different titles: Customer Care Representative, Project Team Lead, Trainer, and Operating Team Supervisor (current)

  3. Where He Started • Used to work on cars in a body shop • Never had managerial experience before West • Didn’t even have customer experience before West • Was not engaged in operations

  4. Different approaches to management now vs. then • Look a the group vs. just individuals • Pinpoint the exact problem • Learn from past experiences • Communicate better • Time Management

  5. Working From The Bottom To The Top Benefits • Better relate with the employees • Stronger relationships with agents • More respect • Can help the employees with issues • Know how to control the department

  6. Teaching Employees • Training • Special training classes for bigger products and services • OLRT • An area where employees can go to see all of the current products • Confluence • An areas where employees can go to see all of the upcoming products and their statuses

  7. Motivation • Positive Reinforcements • ESPY’s • Gift cards

  8. Personal and Team Goals • Personal • Improve the line group to where he thinks they should be performing • How? Monitor stats, be more involved and know how to handle the issues that may arise • Team • Improve the group’s morale • How? Have more contests, better reward agents and better communicate

  9. Grading Himself • Progress • Better than when he started • Example: better service levels and labor efficiency • Still needs improvement • Communication • Overall group morale

More Related