My Transcom Experience

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Author: Stefan Pettersson

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Stepping up your career

There are a multitude of ways to challenge yourself as a Transcom employee, and the career paths are plentiful. But one of Transcom’s real success factors is the fun it offers its staff in the workplace.

Every job at Transcom is important. But there is one person that gets closer to the customer than anyone else – the agent.

“Ninety percent of our staff are agents and Transcom would be nothing without them,” says Cecilia Forzelius, HR director for Transcom Northern Europe. “Not only does a Transcom agent work with customer service, he or she also works in a team and deals with different kinds of customer support, services and sales.”

Every new agent receives training according to the services that he or she will carry out, including product knowledge, system training, communication, and how to handle various customer contact channels such as social media. Depending on how difficult the job is, the training period can last from anything from one to five weeks. The next step on the Transcom career ladder is to become a product specialist, and after that to work either as a quality and time management specialist, or a team leader. There is also the possibility to coach new staff.

Transcom recruits 90 percent of its team leaders internally. “If you are dedicated, committed and provide good quality services, you will always have promotion opportunities. An agent can become a  team leader, a business manager or contact center manager,” Rosana Garcia, global HR director at Transcom WorldWide, explains.

Rosana Garcia, global HR Director at Transcom

Rosana Garcia, global HR Director at Transcom

Rosana Garcia started her own Transcom career as an HR-manager for the contact center in Barcelona. Today she is global HR director. As Transcom focuses on weekly and monthly goals for the majority of its employees, one of the most important tasks for team-leaders is to coach agents on how to improve their performance on a weekly basis. Explicit goals are a part of Transcom’s strategy since it makes it easier to link everyday work with goals such as customer satisfaction and other key performance indicators.

To motivate staff even more, every Transcom office also offers motivational activities, such as competitions and games. “Transcom believes that motivational activities are key to the work environment. You should take your work seriously, but it is just as important that you have fun at your workplace,” says Rosana Garcia.

To be considered for a promotion, Rosana Garcia suggests embracing Transcom’s core values: passion, excellence and innovation. “Be customer experience-oriented and always strive to be excellent in what you are doing,” she says. “It is important to remember that competencies and capabilities are just as important as experience.”

Cecilia Forzelius has additional advice. “Work hard and deliver from where you are at. With our weekly coaching sessions, it is easy to discover talent and high performers,” she says. “Attitude, ambition and a willingness to learn are equally important. Be clear about your goals, both personally and professionally. Let your leader and coworkers know that you want to take on larger responsibilities, and that you want to advance professionally.”

There are many ways to develop as a Transcom employee, whether you want to advance professionally and/or personally. One option, for example, could be to go and work in one of the other Transcom offices in Europe. “If you are a Swedish-speaking agent, for example, you can work in the Transcom office in Riga since they are in need of employees who speak Scandinavian languages,” Cecilia Forzelius says.

Article originally published in the Hello Transcom magazine. Text: Linda Nyström. Photo: Petter Cohen

Author: Stefan Pettersson

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Having customer focus

Ensuring that Transcom is bolstering its customer experience is a top priority for Cheryll Aganda.
Moving from the warm tropical Philippines to the freezing temperatures in Sweden may seem like an odd choice for some. But for Cheryll Aganda, it was an inspiring opportunity. In November 2015, Cheryll Aganda moved to Stockholm and started her job as global operational development director at the Stockholm head office. Her main focus is process standardization and optimization, while still supporting efforts to strengthen Transcom’s value proposition within Customer Experience.

“I am both happy and challenged in my new role, because I see this as a fundamental platform for bringing the regions together – not only to share best practices, but also to collaborate and influence positive changes on the customer and employee experience.”

In the Philippines, Cheryll Aganda worked as senior director for Customer Experience Management. She feels that the years she spent with the Asia Leadership team allowed her to grow both personally and professionally.

“The topic of Customer Experience is often considered as one of the primary selling points of our business. But I believe that at Transcom, we have taken significant steps to ensure that we fully execute on this value proposition.”

So, what are the biggest differences between the Philippines and Sweden? “The weather and the darkness. I arrived in November and the sun sets already in the early afternoon! But I am beginning to adapt to these changes.”

Article originally published in the Hello Transcom magazine. Text: Malin Larshammar Photo: Jennifer Glans

Meet Bashir Ishak – Team Leader in Borås

Bashir is one of our many great team leaders at Transcom Borås, Sweden. He joined Transcom 7 years ago  and has gained a lot of experience since then. We would like to give a special thanks to Bashir for doing such a good job every day!

Bashir Isak

What does it mean to be a Team Leader?

“Being a Team Leader gives you a lot of responsibility. As a Team Leader you must be a good leader and a skilled mediator at the same time. In many ways you set the standard in your team; both when it comes to performance, work ethics and attitude. The way I act reflects on my team and the company at large.”

So what do you do, more specifically?

“I do a lot of work both on a group and an individual level. At a group level I try to create a good atmosphere and team spirit in the group. I also have daily coaching sessions with my team members at an individual level. As we focus a lot on monthly and weekly goals, one of my most important tasks is to coach the agents on how to improve their performance.”

What is the best thing about working at Transcom?

“The best thing is having the honour of working with such great colleagues every day, working together to reach the best results possible. Having the opportunity to coach my team members to a better performance and following their development. Being a part of a big company that supports and pushes you to perform your best month after month.“

 

My Career Story – From customer service agent to teamleader in less than 18 months in a new country

My name is Morten Halkjaer and I am 25 years old. In February 2014, I moved from Denmark to Riga to work for Transcom Worldwide Latvia.

Last winter, I saw a job ad about working with customer service for  an international media company in Riga and I was at a point in my life where I had to choose if I wanted to pursue my career or experience the world. I chose the last option, but I didn’t expect that I would find both here in Latvia.

I had the phone interview on a Thursday and four days later, I was on a plane to Riga at 5.40 in the morning.  When I arrived, I was picked up at the airport by my teamleader-to-be, Anna. She was super sweet, and she had a taxi waiting for us outside the airport, which took us to the hotel where I would stay. Transcom had made sure that the hotel was paid for the first month I was in Latvia, which was awesome. Afterwards, Anna took me to see the actual office, where I would be working.

The following week was spent on trainings with our trainer Madlena. She made sure we were ready to take calls when the time came. I remember how eager I was to take my first call. I just couldn’t wait. I had never worked with customer service on the phone before, but I had sales experience, which has proved to help me a lot. The first call I took, was a customer asking which devices that supported our clients services. It was super fun to talk to him! I could have a conversation with him, just as I would with a friend. Our client wants to have the best customer service in the world, therefore they don’t have scripts. You can talk to customers in a casual and natural way, which I still find really amazing. After my first call everyone at the office started clapping. It was a very inspiring experience. It really showed how great the connection between the employees is, and it has only become even stronger with time.

In April, my teamleader was leaving the company. I was still feeling green, but she encouraged me to apply for her position. I applied, mostly to see how the process worked, since I thought that agents that had more experience would get the position. That was not the case. Transcom saw potential in me and I became a teamleader.

Transcom is an outstanding company, who really cares about its employees’ personal development. During my time here, I have acquired many new skills such as; positive positioning and presentation skills while I was an agent. As a teamleader I have learned coaching, time management and Latvian labor law.

I have a lot of free space to do things my way, which allows me to grow and unfold. Transcom also challenges you to become better, and to develop your skills by assigning additional tasks to you.

Currently I am working on a new project for new employees from Scandinavia, like myself. It will help them with the transition when our new hires arrive here in Latvia. It is really interesting to have a project like this, where I have to keep in touch with many different people and follow up on the tasks I have assigned them. I love being able to contribute to Transcom’s way of working, and I see it as a large responsibility, where I learn how a business manager works, which hopefully would be the next step for me.

I came to Riga, fell in love with Riga and Transcom, and now I have been here for 1.5 years without any plans about leaving!

Author: Ginta Eisaka

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Transcom Riga – a multilingual site with an international touch

Being an international company, Transcom offers our employees the opportunity to work abroad. During the last few months Transcom Latvia have had several employees moving from Riga to another Transcom site in Europe, or vice versa, employees from other countries have moved to Latvia.

Transcom Riga is a multilingual site, representing ten languages (Baltic and Nordic languages, German, Polish, Russian and English).  Since 2014, we offer employees from Sweden, Norway and Poland  the possibility to move to Riga and work with customer service  for two well-known international brands:

  • A global financial services provider
  • An international media company

It doesn’t  matter if your reason for working in Latvia is to build an international network of new friends and get captivating time in Riga, or if you are driven by making a career in another country. Everything is possible!

I encouraged our employees to share their their experience and lessons learned about moving to a country they have never heard about before. Nikolaj Heiberg Lyhne, one of our Danish agents working for the international media company produced this video to illustrate his life in Riga:

This is how some of our other international employees describe their experience:

Quote Rolands Quote Joanna Quote Mikael

 

If you also are looking for an international work experience and want to feel the taste of adventure being far away from your home, contact your local HR-team and maybe we’ll meet in Riga very soon!

Author: Andris Ozols

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My Career Story – from student to senior multilingual customer experience specialist

I have been working at Transcom Latvia since 2011 and I never thought I would be able to achieve so much in this company. When I first joined, I was still a student and it was a part-time job for me. It was my first job as a Customer Service Representative agent so I had to learn a lot about providing the best customer experience.

During my first project at Transcom, I worked with one of the largest TV Broadcasters in Europe, providing customer care to their customers in Latvian and Russian. When I had learned all the programs, it did not take long time before my team leader wanted me to join another project that had to do with finance and loans. Being part of this project taught me to be precise in every aspect of my work.

Approximately a year later, I heard that Transcom had won a new client – a global on-demand internet streaming network and that we were going to provide support and customer service only in Scandinavian languages. I had been studying Swedish in high school, but I never seriously thought that I was going to use it in my work as my language skills were not at the highest level. I knew that the requirements were very high. But I still thought that this would be a great opportunity for me as it would give a boost to both my career and my income.

As I was going to speak with people who are either fluent in Swedish or for whom the language is their mother tongue, I started to study Swedish at the beginners level.  After a few months I served our client’s Swedish customers in flawless Swedish.

Then, I got a proposal to move to another multilingual project at Transcom Riga, where customers are served in Swedish and other Nordic languages as well. I was very worried but after some time, and with the help of my team leader, the support of my friendly colleagues and probably due to my customer care experience, I was able to develop my language skills to a sufficiently high level. Subsequently, I was able to communicate with customers without any difficulties. After some time I was able to take on extra responsibilities as a Senior CSR agent, including  call evaluations, IT support for agents, training new hires, assisting team leaders, and much more.

My latest achievement this year was to be chosen as a member of the European Work Council, representing our site in Latvia. Thanks to this assignment, I was able to travel to Spain in June and had the opportunity to meet our CEO Johan Eriksson and many other people, who are in charge of Transcom, in person.

My job at Transcom has given me a lot of great experiences and I have grown as a person. I am grateful for having this job and the career opportunities it has given me so far. I hope to reach new heights in the nearest future.