At Transcom Estonia we recently celebrated our 13th birthday. During the festivities we congratulated our 15 employees who had worked with Transcom for more than ten years as well as another 40 people who has been with the company for at least five years.
A majority of our team leaders, product specialists, quality analysts and every second business manager and training & quality manager started as agents. The career path of our employees can evolve vertically as well horizontally, either way the journey is interesting and challenging and gives the opportunity to develop personally as well as professionally.
Our business manager Helina Kuljus and training & quality manager Juulia Jürgens both started in junior support roles. Here are their career stories:
Your first job at Transcom and current position?
Helina: “I started as an inbound and back office agent five years ago and worked in different teams providing customer care for several clients. I then advanced to product specialist, team leader and business manager.”
Juulia: “When I first joined Transcom eight years ago, I worked as an inbound agent. Then I stepped into the shoes of being a team leader and after five years I took on the responsibilities as a training & quality manager.”
How would you describe the opportunities at Transcom for young people who start out as agents or in junior support roles?
Helina: “Transcom is a good place to work at because it teaches you how to work. For youngsters who are in the beginning of their career I would advise not to be afraid of contact center job standards as quality and efficiency targets. Being measured and given the opportunity to improve is a valuable experience for your future professional career as it gives ideas how to do things better.
Juulia: For newcomers who have recently started working in Transcom, I recommend to be brave and not to give up because of bumps on the road. Keep in mind to provide excellent service and practice up-sale and take the chances to develop within the company.
What do you need to succeed at Transcom?
Helina: “If you want to advance your career you need to have good work results and communication skills.
Juulia: “The idea to apply for the team leader as well as the training & quality positions came from my colleagues. The good examples of my TL and TQM motivated me to try new assignments; I wanted to prove myself that I can manage as good as my superiors.”
What do you like the most about a career at Transcom?
Helina: “Having several positions in the company has provided me with a greater understanding of our business. What I value the most are the people I have worked with, the experience that I have gained by handling difficult situations and the opportunity to use different languages. Seeing results, facing challenging situations and startups with new clients is what I enjoy the most and what motivates me. Continuous learning and gaining new experience keeps me going and it never ends, there is still much to learn. In our business there are a lot of changes, and you need to be open to them in order to move forward. “
Juulia: The best thing about my career path is that I know what it is like to be an agent and team leader and therefore understand the people who work in those positions today. The biggest motivation throughout my day are still and only all my colleagues around me. The most pleasant part of my job is to keep high level of quality to our clients and then to see the results as well as agents develop.