Lecture Notes: Keys to Success in Customer Support Leadership

Introduction to the Speaker

• Speaker: Alina
• Position: Senior Operations Manager at TELUS International Romania
• Experience: Joined in June 2014
• Career Progression:
  • Frontline Team Member
  • Team Manager
  • Operations Manager
  • Account Manager
  • Senior Operations Manager

Perspectives on Customer Support

• Common perception: Customer support as a summer job or side hustle.
• Key idea: With dedication, grit, and mindfulness, significant achievements are possible.

Internal Promotion and Team Development

• Focus on internal promotion by identifying and nurturing potential in team members.
• Personal growth example: Speaker experienced rapid career advancement.
• Leadership strategy: Maintain personal insight on each team member, regardless of team size.

Sources of Inspiration and Learning

• Inspiration for Leadership:
  • Learning from previous leaders.
  • Learning from the team being led.

Impact of Remote Work

• Transition to remote work during the pandemic.
• Remote work challenges:
  • Adapting support and coordination from home.
  • Maintaining high performance in leadership communication.

Company Culture and Values

• Personal growth and learning opportunities within the company.
• Emphasis on putting people first alongside customers.
• Supportive environment with strong leadership and coaching.

Conclusion

• TELUS International Romania as a place for career growth and leadership development.
• Balanced focus on customer satisfaction and employee well-being.