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8/1/19 – Career Advancement in the Culture of Contact Centers

by

Written by Jim McBride

Contact Center Panel featured companies

Panel

The contact center – or call center, as the terms are interchangeable – is the critical hub for serving clients/customers across multiple channels for nearly every organization large and small. Live-agent, chat, email and social media links consumers through thousands and thousands of interactions with the contact center.

In the Phoenix metro region, the contact center “industry” converges with the tremendous growth of financial services companies in delivering a hotbed of potential careers for the active and passive job seeker. Contact center roles are often a gateway into career growth and do not necessarily require starting at the entry level.

In front of a full house, Jessica Pierce facilitated two panel discussions addressing careers, advancement opportunities and workplace culture with eight high profile, award-winning contact centers in the financial services sector. Each company represented on the panel has been recognized by employer branding firm Best Companies AZ for workplace excellence so, clearly, they know their stuff.

For those in career transition, this was an excellent opportunity to hear first-hand from senior leaders how to get your foot in the door and grow your career within these respected organizations. All eight companies are in growth mode and looking to hire hundreds of employees.

Panel 1 – Career Advancement & Opportunities

Q – What can you tell us about entry level positions in your contact center and the potential career opportunities?

Farmers: We currently have openings for entry level sales and service positions, but we also have many openings for individual contributors, including back office processing, reporting, analytics, IT and project management.

Voya Financial: Customer service roles are a launch point for many of the higher-level jobs which require licensing (i.e. Series 6). Right now, we’re looking to fill roles in workforce management and benefits administration, which are not entry level.

USAA: We are targeting customer service and claims roles, which do not require previous experience. Representatives handle inbound calls from members. We’ll help you get licensed once you’re on board.

Freedom Financial Network: All of our customer service is inbound. No outbound calling. We have openings for debt relief, negotiators, back office payment processing and call center sales.

Q – What career pathways have you established within your company?

Freedom Financial Network: We call it a career ladder. You can move from an entry level 1, 2 or 3 position into supervisor or even over to sales and lending, which pays more. From there, we’ve had employees move into IT, marketing and training positions.

USAA: The progression is typically from associate – as we call them – to specialist to senior associate. We challenge our leaders to have career advancement discussions and develop a career trajectory. There are internal programs for learning IT skills, such as coding. We’re developing your skills for life, not just for USAA.

Voya Financial: We expect our leaders to prepare development plans and have conversations about career progression with their team members. Employees are empowered to ask questions and get involved. The entry level position is your entry point.

Farmers: On a formal basis there are career path discussions between managers and their employees. Informally, we have peer resource groups focused on diversity and like-minded ideas and interests. Want to become a leader? Well, let’s show you how to run a huddle.

Q – Are there opportunities for the mature job seeker who doesn’t want an entry level position?

Voya Financial: We have many roles based on experience. You could start as a senior representative.

USAA: We’re willing to go externally to find certain skill sets and experience. We do try to promote from within but sometimes there’s a real need to find fresh blood.

Freedom Financial Network : It’s a combination. Some of our roles require experience, but in the call center experience is not necessarily needed. Sales experience can come from any industry. Roughly 50% of our roles are filled externally.

Farmers: Promoting from within is important. But we cast our hiring net externally, as well. I recently hired a director from the outside. We have an immediate need for analytics and reporting skills, which will likely come externally.

Q – What is your company’s policy on promoting from within?

Farmers: There are growth opportunities for everyone, regardless of tenure. We will help you prepare for that next job and fulfill your career potential.

Voya Financial: We have an 18-month requirement for eligibility due to the complexity of the entry level roles. We want you as an employee to be comfortable. However, there are times when the eligibility requirement is waived.

USAA: The timeframe is 12 to 18 months in the current job to be eligible for promotion. Many of those next roles will require licensing, so it can take some time to learn.

Freedom Financial Network: You must be in the role for three months. We know that people want to move up the career ladder. We do not have any license-required positions.

Q – With the advancement of artificial intelligence (AI) how do you see technology impacting call center jobs? (from the audience)

Farmers: Technology, such as the bot, will have an impact on the most transactional of interactions with customers. However, there’s always going to be a need for critical thinking and emotional intelligence of the human being. We need empathy in the human contact. There will be a blend of technology and human interaction.

USAA: Our members want to talk with a human when they call in. The technology will make it easier to match the member with the representative that’s best equipped to assist a specific need or demographic.

Panel 2 – Culture & Employee Engagement

Drew Foster – American Express, Director of US Recruiting
Sherry McFadden – State Farm, Customer Care Center Director
Renee Brown – Vanguard, Senior Recruiter
Christine Sorensen – Charles Schwab, Team Manager Participant Services

Q – What does culture fit mean to you? What’s it like working for your company?

Vanguard: It’s a culture of empathy and communication. We all have to be mindful that the investment industry language can go over people’s head. We have a team environment focused on employee development.

Schwab: We’re here to help everyone grow and succeed. Someone’s always available to help, no matter what the situation. We conduct an assessment to determine ethics, teamwork and the type of work environment that would be the best fit for the candidate.

State Farm: We’re a relationship company steeped in integrity and tradition. We’re your neighbor. We’re there after a hurricane or an auto accident. That’s our culture, we care.

Q – How do you get your foot in the door? Do you have to start at entry level jobs?

AMEX: Some roles will require entry level experience at first, but not all. It depends on your skill set. I’m currently looking for workforce management skills, which does need entry level experience.

Vanguard: We’re regulated, so many roles require licensing and then you work your way up. You can pursue internal opportunities after one year. We have hired supervisors from the outside. About 85% of our hiring is from within.

Schwab: It really depends on your experience and license requirements of the role. We have lots of room for growth and it’s important to have those development discussions with your manager.

Q – What are the hot jobs at your company right now?

AMEX: Senior manager (supporting 18 cruise lines), director of workforce management, sales, fraud, team leaders.

State Farm: Enterprise technology, software development, coding, data scientist, frontline supervisors, bilingual supervisor, sales and service.

Vanguard: Data science, IT, senior financial planner.

Schwab: Always hiring in participant services and investor services. Our operation has 60 different departments and there are always openings.

Q – Describe the family friendliness of your call center. What support do you provide? (from the audience)

Vanguard: We have a 37.5-hour work week Monday through Friday. No weekends. All shifts end no later than 8:00 pm.

Schwab: Four 10-hour days are available. Paid four-week sabbatical every five years.

State Farm: H.O.P.E. – Helping Others Parent Effectively program.

AMEX: 20 weeks of maternity/paternity leave for parents.

Resource

Introducing – Career Connectors Academy Training Program

Landi Carfi, VP of Corporate Training – Brighton College

Brighton College is excited to announce its new partnership with Career Connectors that connects professionals in career transition to hiring companies and quality resources.

Career Connectors and Brighton College share similar values and focus on their clients, making both organizations stand out from the crowd. Brighton’s mission and goals ensure their students’ greatest success, and Career Connectors, as Arizona’s fastest growing job candidate program, strive to land people in the career of their dreams. They are working hand in hand to provide affordable online education certificate programs.

Based on Career Connectors’ partnership with Brighton College, a few of the best accredited online certificate programs are being offered to Career Connectors’ participants at a reduced rate. The online education certificate programs available include:

  • Cyber Security Institute
  • Business Institute
  • Allied Health Institute
  • Legal Medical Institute
  • Paralegal Institute
  • Professional Development

Event Sponsor

Optima Tax Relief

Ben Simpson – Vice President, Phoenix Operations

The Optima Tax Relief team has had one vision since inception – to help Americans nationwide deal with the aggressive collection policies of the State/IRS tax agencies.

  • Founded 2011
  • 80 employees in AZ; 100 by end of 2019
  • No tax knowledge required to get hired
  • Promote from within
  • Hiring leaders as operations grow
  • Team environment – “mischievous fun”

Open Positions
I/T Jr. Systems Administrator
Resolution Support Representative
Customer Service
Inside Sales

Resources and Closing

Jessica thanked the many partners and volunteers for their contributions to the Career Connectors event. Job seekers were encouraged to utilize the many transition resources – professional resume writers, career coaches, LinkedIn coaches and take the free DISC assessment. Next up on the calendar: Connecting with Top Staffing Firms to Find Your Next Career, Thursday August 15th in Scottsdale. Stay tuned for weekly emails and LinkedIn posts.

5/3/17 – Advancing Your Career with a Best Company

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Advancing Your Career With a Best CompanyWritten by: Connie Huber PHR SHRM-CP

“Do the best you can, with what you can, while you can and success is inevitable.”
Dr. Steve Maraboli

Advancing Your Career with a BEST Company

As job seekers, many of us target those companies we want to work for. Our lists most often include those companies that have won prestigious awards for being the best. Career Connectors’ partner BestCompaniesAZ’s mission is to recognize and elevate the best companies shaping Arizona’s workplaces and economy. One way they do this is through their 15th Anniversary 100 Best Arizona Companies. The 100 Best are chosen by invitation only based on sustained high levels of workplace performance in the following areas:
• Workplace culture and business awards
• Veteran friendly culture
• Strong corporate & employer brand
• Innovative thought leaders willing to share knowledge
• Well positioned to retain and recruiter talent.
Today’s presentation was comprised by 7 award winning employers. These companies offered us an inside look at what it takes to ‘get hired by the best.’

PANEL 1: CAREER ADVANCEMENT IN THE CULTURE OF CALL CENTERS

FREEDOM FINANCIAL NETWORK: Linda Luman, VP HR
STATE FARM: David Freedline, HR Recruiter
DIRECT ENERGY: Andrew Vess, Talent Acquisition Manager
PROGREXION: Heather Milton, Manager of Talent Acquisition & Sourcing

QUESTION: Please share a 2-minute overview of your company and what you like best about its culture.
FREEDOM FINANCIAL, Linda: Freedom helps people during a very difficult time in their lives. These individuals are struggling with financial debt. Freedom works with them to arrange a plan to be debt free in 2-4 years. Freedom has a great team! Employees are passionate about serving our customers.
STATE FARM, David: State Farm will be celebrating being in business for 95 years next month. Headquarters is in Bloomington, IL. Employee population at State Farm is 70,000. The new Tempe location will eventually have an employee population of 7,000. As State Farm continues to grow, its culture does also. The Tempe facility is one of a kind. It is a great place to work. Employees are given the opportunity to reinvent themselves. Many have held different positions. Some current opportunities are not traditional insurance positions but are in banking and mortgage.
DIRECT ENERGY, Andrew: Direct Energy is a global organization. It has been in the US for only 10 years. Direct Energy is a London based energy company. It is the largest energy organization in the US. Many states are unregulated and need to buy energy from companies such as Direct Energy. Andrew likes the fun they have at work and encourages others to join Direct Energy.
PROGREXION, Heather: Progrexion is the biggest little company. The organization helps clients access credit reports. Employees are passion driven. The employee population is comprised mostly by Sales Agents. Progrexion‘s focus is helping people change their credit report to a more positive one. The company is highly committed to having an impact on the community. Heather likes how Progrexion changes people lives.

QUESTION: What advice would you give to prospective employees?
PROGREXION, Heather: Progrexion serves its clients and the community. Employees need to have a desire to help people. Your resume should not have any errors. Candidates need to speak about any employment gaps. Progrexion looks for employees that have grit and tenacity.
DIRECT ENERGY, Andrew: One of the questions recruiters will ask is “what do you want to be when you grow up?” Candidates need to have a clear understanding of their career goals. Andrew reminded the group that applicants avoid any negative comments, especially about former employers.
FREEDOM FINANCIAL, Linda: Interested candidates should ask their network for Freedom employee referrals. 80% of people hired are referrals. Successful candidates know their skills and what they want professionally. Prior to the interview, candidates should review the job posting they applied for, their past experience and how the two match up.

QUESTION: Heather, we have heard from many employers that they are looking for grit from potential employees. What is grit?
PROGREXION, Heather: Grit is having tenacity in getting things done. Employees need to know there will be times when things get hard. In response to the challenge, they need to come up with resolutions and not go down the negative rabbit hole.

QUESTION: What assumptions did you have about call centers that were shattered once your joined a call center environment?
STATE FARM, David: The assumption that call center jobs were dead end. These positions are often stepping-stones to something else. 10,000 employees at Rio Salado. Percentage of calls are inbound; 50-60% of calls are insurance related, not call center ones. Entry-level positions are insurance.
DIRECT ENERGY, Andrew: When I first came to Phoenix it felt as though there was a call center on every corner. The perception was call centers were dark and dreary environments. Direct Energy embraces a fun workplace. Agents have the ability to upsell. There are 253 agents in Tempe making $80-100K per year. Opportunities for growth are available.
FREEDOM FINANCIAL, Linda: Call center employees have the opportunity to work a flexible schedule. Each day the workplace is filled with fun and vibrant work with customers. Internal mobility is available; 40% of promotions are filled internally. Incentives and recognition are provided to employees.

QUESTION: Do you have established career paths/how do employees move through the organization?
PROGREXION, Heather: Agents on phone can move into management. There is a management-in-training program for those employees in operations
STATE FARM, David: State Farm does not have defined career roles. David ‘s wife has been with State Farm for 18 years. She currently is a manager with the company and had different roles over time.
FREEDOM FINANCIAL, Linda: Freedom is passionate about learning and offers multiple avenues for learning. Training can be accomplished independently by the employee or through a group setting. Employees do have opportunities for advancement. Freedom invests in its employees.

QUESTION: What do you see in the future with the current administration’s encouragement to bring more jobs back to the USA- will this be a factor in call centers in Phoenix?
PROGREXION, Heather: Growth is a priority for Progrexion. The sheer number of clients is bringing more jobs back to US. There is more opportunity today.
FREEDOM FINANCIAL, Linda: The Phoenix area is growing! The state of Arizona is investing in technology and wooing tech firms to the area. Companies are seeing Phoenix as a viable location for their organizations. The city is easy to get around and the weather is great.

QUESTION: What do you enjoy and find exciting about a Contact Center?
PROGREXION, Heather: The friendly competition.

QUESTION: Tell us some hot jobs you have available today.
FREEDOM FINANCIAL, Linda: There are approximately 80 open positions for negotiators, IT, corporate trainers and engineers. Looking for candidates who are passionate, have great skills and not afraid to roll up their sleeves. Success is rewarded to employees. Freedom is moving to a new facility and the employee population will grow to 3,000 employees.
STATE FARM, David: Strong communication and computer skills are desired. Positions are available in customer service, cloud management and IT. There are 100’s of jobs available. David encouraged us not to apply until the week of May 8 since the web page will be going down on May 5th for ATS system changes. In the meantime, David encouraged interested candidates to research State Farm and available positions. The Tempe Lakes building has completed construction. Different business will be housed in the facility. The campus is open to the public. State Farm has 12 different employee groups within the organization. Employees are encouraged to get involved in the community. College courses are available on site. Childcare, restaurants and fitness centers are also provided.
DIRECT ENERGY, Andrew: There is an emphasis on soft skills. We seek candidates that can connect well with others and are motivated. Successful employees like to help others. Diversity and inclusion are part of Direct Energy’s corporate objectives. The company is a very involved with Children’s Hospital as a philanthropist. Interested applicants should review Direct Energy’s company values. There are opportunities beyond the Contact Center. Direct Energy is located at 52nd and 143.

QUESTION: What are your favorite things about your company?
STATE FARM, David: The culture and the beautiful new campus. Employees are engaged and enjoy helping customers.
FREEDOM FINANCIAL, Linda: The people, leadership and Freedom’s mission of assisting people eliminate their debt.
DIRECT ENERGY, Andrew: Managers lead with their feet. Meaning they are actively involved with employees in their daily efforts. Employee development, continuous coaching and active leaders supporting team members are part of Direct Energy’s daily efforts.
PROGREXION, Heather: Enjoys the heart of the organization where Progrexion is an advocate of its employees and customers.

PANEL 2: NEVER EXPECTED TO BE WHERE I AM TODAY

Charles Schwab, Erika Pullem, Talent Advisor
USAA, Gay Meyer, AVP OF HR Operations
Vanguard, Taysir Haddad, Manager

QUESTION: 2-minute overview of your company and what you like best about your company.
CHARLES SCHWAB, Erika: Erika has been with Schwab for 15 years. She originally wanted to be a lawyer and found the diverse career offerings to be appealing. Schwab has a wide variety of products. The culture is family oriented. Managers are invested in employees.
USAA, Gay: USAA offers a full array of services. There are 4500 employees in Phoenix. It serves 12 million members. USAA’s mission is to serve military members and spouses. Employee benefits are robust and unique. There is an onsite day care, fitness center and recently has offered a parental leave program for both fathers and mothers.
VANGUARD, Taysir: Has been with Vanguard for 21 years. Vanguard is the largest global investment company. There are 2500 employees in Phoenix; 15000 employees globally. Available positions include advisory, financial planners, and customer service. Candidates need to focus on the client. The opinion of employees is valued along with employee growth and opportunity.

QUESTION: What do you think are the skills that help you land a job with your company?
USAA, Gay: How you come to work and show up each day is important for employee success. 85% of open jobs are entry level. Extensive 8 week training is provided for entry-level positions.
CHARLES SCHWAB, Erika: Customer service skills are important. Most positions focus in satisfying the client. During interviews, recruiters look for motivation and communication skills.
VANGUARD, Taysir: Candidates need to have a passion to help clients. There is training available for technical positions.

QUESTION: What advice would you give to prospective employees?
CHARLES SCHWAB, Erika: Candidates need to review their prior successes and experience; and how it relates to the job he/she is applying for. Applicants need to be confident; speak to his/her skills; able to align their experience & to desired positions. Candidates need to network with Schwab employees.
USAA, Gay: Don’t give up. USAA is hiring 800 employees this year in Phoenix. Apply again if you don’t hear back on a submitted application.
VANGUARD, Taysir: Don’t be afraid to take a chance. Apply to current and future jobs.

QUESTION: What is the best advice for interviewing with a millennial hiring manager when you are “well-experienced” and had longevity in a past role?
USSA, Gay: Don’t share everything with the interviewer. Highlight parts of your resume that are applicable to the job you are interviewing for. You do not need to share what you have been doing for the past 30 years.
CHARLES SCHWAB, Erika: Indicate you are eager to learn. Be selective what you say during the interview. Never say you will take a job to get your foot in the door.
VANGUARD, Taysir: Indicate you are open to change. Highlight your experience to the job you are applying for.

QUESTION: How do I get my foot in the door if I’m transitioning into this type of career and do not have a lot of experience?
VANGUARD, Taysir: Indicate you are willing to participate in cross training and comfortable moving from department to department.
USAA, Gay: Share a willingness to learn and open to training.
CHARLES SCHWAB, Erika: Erika started with Schwab as a contractor. Her goal was to be a lawyer. She went back and got her associate and bachelor degrees while working at Schwab. Schwab paid for both her degrees. Candidates need to be open to opportunity.

QUESTION: How has continuing education helped you in your current role?
VANGUARD, Taysir: Taysir got his bachelor and master degrees while at Vanguard. His education has encouraged him to be aware of global and environment changes; and to keep current professionally and personally.
USAA, Gay: USAA offers education assistance and is available on Day 1 of employment. Employees can pursue whatever degree he/she wants to obtain. 20% of USAA employees are taking advantage of tuition reimbursement.
CHARLES SCHWAB, Erika: When employees go to school, they demonstrate motivation and determination; and it says a lot about an employee.

QUESTION: What is the most insightful question you heard from a candidate/prospective employee?
VANGUARD, Taysir: Question on relationships. What is done to encourage employees to collaborate with one another or how does Vanguard encourage employees.
USAA, Gay: USAA hires 30% former military employees or their spouses. Need to express service and leadership skills; and servant leadership.
CHARLES SCHWAB, Erika: Likes it when candidates ask questions that are not related to the desired role. She enjoys it when a candidate will stump her. Candidate answers need to show he/she wants to learn.

QUESTION: What do you make sure to share with others looking for a career about your job/career path?
USAA, Gay: Career paths should be viewed as lattices not paths. Gay made lateral moves to move up at USAA.
VANGUARD, Taysir: Candidates need to build skills to grow professionally. They need to be open to any role and maintain business acumen at the same time.
CHARLES SCHWAB, Erika: Went from operations role into human resources. Rather than going up the rungs on the ladder employees need to be open to different roles. They also need to develop a business acumen so they will have a broader perspective on things.

QUESTION: How have you helped an employee grow in the company?
CHARLES SCHWAB, Erika: There was an employee that wanted to be a manager. Helped her put together a development plan that drove her to success. Ask other managers for their successes and failures.
USAA, Gay: There was an employee that was hired 3 years ago and was transitioning from the military to civilian life. His job was a claim representative. One day when there was a celebration, she noted how this employee knew so many people and the impressive number of connections. USAA moved the employee from his current job into a military connection role that would utilize his skills better.

QUESTION: Tell us some hot jobs you have today.
VANGUARD, Taysir: Those jobs are customer service, financial advisors, contact supervisor, manager implementation jobs, and an internal sales position. There is an emphasis on the client. Employees need to provide solutions; have a passion and desire to succeed.
USAA, Gay: USAA has similar opportunities as State Farm. There will be 5,000 open positions this year. Phoenix has a focused growth plan. Some opportunities include customer service, banking, mortgage writers, and adjusters. USAA contact center has employees sitting by a window with sun exposure.
CHARLES SCHWAB, Erika: There are 100 open positions, entry to mid-level. Associate financial managers and financial advisors go through 12-18 month training. Candidates need to have motivation and desire; have a fire in their belly and want to learn.

QUESTION: What is the timing that a candidate goes through from recruiting to placement in a position? What are some of the awards your company has received?
CHARLES SCHWAB, Erika: It takes about 1 month. Schwab has been awarded Fortune Top 50 Worlds Most Admired Companies, Best Company, LBGT and Military Awards.
USAA, GAY: The recruiting cycle takes about 30 days and is dependent on the completion of a background check. 2016 awards include Fortune 500, Fortune 100 Best Companies to Work For and World’s most Admired Companies; Best Places to Work in IT, Top 100 Military–Friendly Employers and “Best for Vets” Employer, and healthiest employer.
VANGUARD, Taysir: 30 days dependent on background checks and screening. Vanguard’s training and development efforts have won accolades from ATD.

Resources

New Horizons Learning Center
Joe Rostowsky, Director of Site Operations

New Horizons has provided world-class training for over 30 years and over 30 million students. New Horizons recognizes that there are several learning styles and offers traditional, instructor led classroom training; online LIVE learning and online anytime learning. Learning tools are varied to meet the needs of students including hands-on labs, reference materials, practice exams, learning guides, coursework and exam preparation.
The Phoenix location is a new state-of-the-art training facility. Information Technology programs, Office Management and/or Healthcare Records Management programs, and Project/Production Management programs represent education offerings. Some of the items included in tuition are books & supplies, labs, on-going career services and 6-month re-sit option. New Horizons does provide Job Placement Assistance. The school offers top IT Certifications approved by the GI Bill. Additional funding sources are available up to $4K through the WIOA Program. New Horizons has free classes in Microsoft Office, Excel, Outlook and PowerPoint. Visit New Horizons online.

Closing

Jessica Pierce, Executive Director, Career Connectors, closed the meeting by thanking North Phoenix Baptist Church and the volunteers. The next Career Connectors meeting will be in Scottsdale on Thursday, May 11, 2017 and features Andy Gray as speaker for the topic “Overcoming Job Search Anxiety”. For additional information on this event and future events, please visit the Event Schedule.