1. What is your job role?
I am the Operations Manager at Leads To You, I manage the contact centre team and supervise the day to day operational functions of the office.
2. How long have you been working at Leads To You?
I have been working at Leads To You for 2 years now. I first started with the company as the Contact Centre Manager, where I supported both the inbound and outbound teams. I quickly took on more responsibility and progressed to my current role as Operations Manager. I am now overseeing the day to day running of the office as well as supporting our rapidly expanding team.
I have also recently been appointed as Privacy Officer for the company. We take GDPR and customer data extremely seriously and I am now completing documentation with our legal team to ensure we are fully compliant prior to May 2018.
3. What are your main responsibilities?
I have a range of responsibilities, with my main duties including:
- Supervising the day to day operational functions of the office
- Hiring, training and retention of staff
- Maintaining high customer service standards
- Resolving any customer service issues
- Reviewing daily stats and relaying them to the rest of the team
- Ensuring we have correct staff coverage across departments
- Ensuring satisfactory call quality audits are met
- Ensuring the office is safe and functional and all office supplies are fully stocked
- Ensuring we are on track for the company profit goals
4. Describe what a typical day would be like for you.
In all honesty, I don’t have a typical day. One day I will be completing staff reviews and holding management meetings and the next day I could be arranging contractors for office renovations. My role is extremely varied with a real mixture of day to day tasks, but that is one of the things that I love most about the job, it really keeps me on my toes.
5. What is your favourite thing about the your role?
I love that I can interview potential candidates for job positions and then watch them successfully grow and develop throughout their career at Leads To You. being able to coach and support individuals throughout their career progression is one of the most rewarding things about my role and it's a great process to be a part of.
6. How do you like to spend your time outside of the office?
I have an active lifestyle outside of work, I enjoy going to the gym, playing football and going for regular walks in Haldon Forest and across Dartmoor with my dog, Lucy. I love to travel and enjoy exploring new cities and countries around the world, some of my favourite destinations include Mexico, Ibiza, Manchester and Cornwall. I also enjoy hosting dinner parties and cooking for my friends and family, in particular I most enjoy cooking italian and spanish dishes.
7. How do you keep the team motivated and encourage teamwork across the office?
Company culture is very important to us, we believe providing a positive working environment helps to keep the team motivated to produce their best quality work. I like to make sure I have regular team catch ups and one to ones to ensure everybody is receiving the support they need.
I always have an open door and am willing to hear any suggestion to help drive success or just improve the working atmosphere. We take all suggestions on board and review them on a monthly basis when we also update the team with any progressions, to keep everybody up to speed.
To encourage communication and teamwork across the office we like to have regular social events where the team can get to know each other a little better and get talking. We hold a range of social events from pizzas in the office or drinks in town to quad biking in the countryside and canoeing down the River Exe.
8. What advice would you give to somebody looking at a career in sales or marketing?
I would say sales and marketing are both careers that can suit anyone. The marketing industry is fast paced and is always changing and developing, this makes most marketing roles exciting and extremely motivating. Sales is a very rewarding career choice, I started out in a sales role which has taught me a lot and has provided me with so many great opportunities over the years. Sales can be very challenging and it does take a resilient person but I would definitely recommend giving it a go.
9. What do you look for in a person when recruiting?
When we’re recruiting we always base it on personality and how well we think that person will fit into the team. Finding somebody who will get along with everyone is key for us as our main aim is to keep a relaxed and friendly work environment. It doesn’t matter if somebody doesn’t have the desired skills or experienced for the role, as long as the individual is enthusiastic and keen to be a part of a fast paced company, we are happy to train and coach them in the role.
10. What do you think makes a good manager?
To me, a good manager is somebody who has the ability to listen, is able to make important decisions and is not afraid to challenge processes which they think need improving. A good manager also needs to be able to be a leader and not just tell their team what to do, but to show them the way and give them direction. I believe that if I look after my team and consider their own personal needs, they will in turn work harder and want to stay and grow with Leads To You