Going into 2018, we modified our method solely. Though we wished to maintain issues fast and environment friendly, we wanted to collaborate a bit extra intently to realize success.
We continued investing effort into managing our personal duties, however we started to speculate an equal quantity of vitality into constructing a stronger reference to our companion.
We launched higher reporting, we started a suggestions loop so each side have been knowledgeable on progress and blockers, and we began forecasting the degrees of assist we would want. This allowed us to develop the staff by greater than 200%, introduce three extra languages, and finish 2018’s excessive season having supported extra clients than ever earlier than.
These successes felt nice, however they have been barely overshadowed by my realization that the BPO mission was merely an excessive amount of to handle on prime of my duties as a Group Lead. It was time to decide on between the 2 paths.
Upon reflection, I noticed I wished to commit absolutely to this new route of my profession. I cherished main a staff, however I had grown extra all for persevering with to develop our outsourcing community and increasing GetYourGuide’s assist to extra clients.
The following step
I turned the official BPO Coordinator within the fall of 2018. With out my Group Lead duties, I used to be in a position to focus much more on enhancing the processes, packages, and buildings we had in place. I began to consider how we may arrange the BPO in a means that was extra smart and environment friendly going ahead. By then, Roman, our BPO Supervisor, had additionally joined, and he gave the mission much more route.
Now, about 6 months into my new position, I’ve developed my talent set in new methods. I’ve turn out to be a clearer communicator, extra structured in my method to alter administration, and have additional strengthened my means to remain calm in escalated conditions.
Via this transition, I’ve gathered three major takeaways that haven’t solely helped me develop my profession, however have additionally helped me inside every particular person position I used to be tackling on the time:
Do what you like, what you might be obsessed with, and what you’re good at.
Discover out what you’re good at and what motivates you to try this factor nicely. Attempt to discover a discipline the place you see your self being glad and succesful after which attempt to discover a spot inside the enterprise that can permit you to optimize on these components.
Take dangers and be prepared to go away your consolation zone.
Pushing for private progress and proudly owning your individual improvement generally is a bumpy highway, however reaching what you labored for is without doubt one of the most rewarding experiences you’ll be able to have.
The extra you talk, the higher issues go.
Don’t assume data or understanding; talk clearly to ensure data and understanding. Ensure you share the entire data you could have and follow-up on the issues which can be essential to you. By no means take without any consideration that one thing will work out, do every part in your energy to make sure success.
Into excessive season and past
As we enter our subsequent excessive season, we’re extra ready than ever to treatment the chaos for an excellent higher variety of clients. That is what motivates me most: seeing the affect I’ve as only one individual by serving to our Buyer Service group develop and attain extra clients. As a Group Lead, I felt like I had an affect on each buyer my staff of 15 was speaking to. Now, coordinating the efforts of ~170 BPO outsourcing brokers, my affect has multiplied.
Though I cherished working in Buyer Service as a Group Lead, I’m grateful I had the chance to check out a brand new path, form GetYourGuide’s Buyer Service technique, and convey an much more unbelievable assist expertise to our clients. I’m trying ahead to making use of the entire data I’ve gained to date and tackling our subsequent excessive season as BPO Coordinator.