Welcome to our 'Day in the Life of' series, dedicated to highlighting the dynamic and rewarding opportunities within contact centre careers.
Join us as we delve into the wide variety of roles behind the scenes of the contact centre industry. From frontline advisors, and back office support functions, to specialist and managerial roles - each session will be a candid conversation with colleagues from diverse roles to learn about the realities of their daily responsibilities, the skills that drive their success, and their journey into this role.
Our series is also supported by an esteemed industry professional, offering a macro view of the sector, essential tips for aspiring professionals, and advice on how to break into and thrive in these roles.
We invite you to join this insightful journey, whether you're considering a career in contact centres, want to share the role you do, or are simply curious about what goes on behind the scenes in this industry which is vital to the UK economy.
A Day In The Life of a Complaints Handler
In this engaging session, Chris Ward and Paul Evans share the fascinating journey that led them into the contact centre industry, with a focus on Complaints. Join us as we look at the essential skills needed, the challenges, and what a typical day looks like.
A Day In The Life of a Contact Centre Coach
Continuing from our last session, Sarah Hunt was joined by Sam Burelland Sarah Taylor to discuss their contact centre career. During this session they talk about what it is to be a Coach in the contact centre industry, the day-to-day challenges they face in their role, and what organisations can do to create a positive coaching culture.
A Day In The Life of a Team Leader
Following our previous session, Martin Teasdale and Bethany Metcalfjoined Sarah Huntto discuss the importance of Team Managers in the contact centre industry. They delve into what makes a good team leader, and what a typical day looks like for them.
A Day In The Life of a QA Analyst
In this instalment of Talking Talent, Sarah Hunt hosts an insightful discussion with Chris Rainforth, Director at The Forum, and Kayleigh Phillips a Quality Assurance Coach at Waterplus. Delving into the intricacies of a QA Analyst, together they explore the essential skills, day-to-day responsibilities and challenges in this role.
