My line of business: The business services director

Do you find the multitude of roles that exist in the call
centre sector a bit mind-boggling? Well, worry no more. Call Centre
Helper is on hand to give you the low-down on the variety of jobs that
exist in the world of call centres. Each month, we’ll be hearing from
an individual who works in the sector and will not only discover what
they do for a living, but also what their tips are for getting in to
that line of work.

This month, we profile Steven Cooper, business services director at Kingston Communications.

I was asked recently what a business services director actually does,
and – to be honest – it’s hard to describe a typical ‘day in the life’
because of the nature of our business. Every day offers a different
challenge and opportunity.

We all have those everyday jobs to do, of course, and in my case this
includes ownership and accountability for two key areas: one, the
contact centre itself with the operations team; and secondly – but
equally importantly – the support team, which includes technical
services, training, projects, reporting and consultancy. It is part of
my job to make sure both teams are motivated and to ensure the smooth
running of the contact centre.

One of the first things I do when I arrive in the office, usually
around 8 a.m., is walk around the operational floors. This enables me
to get an update from team leaders and to chat with other

members of staff. It helps give me an understanding of what is going on
each day, which assists me in making appropriate decisions. It’s
important for me to be an accessible director and not one that sits in
an office all day hiding behind a closed door. Therefore I try to do
this walk around at least twice a day.

With my meetings complete for the morning, I have a few moments
‘reflection time’. I consider this a vital part of my day as it gives
me some valuable minutes to consider the information I have received
concerning clients’ requirements. It is important as my working day is
long. Actually, I don’t know anyone in this industry who does a regular
9 to 5.

Every other day or so I spend time consulting with the group managing
director. His interest is focused on our profit margins and targets,
therefore I update him on where we are with regards meeting our targets
and deadlines. These discussions are very data-driven so I make sure
all of my teams have supplied me with the most up-to-date figures and
information.

Towards the end of the day I once again do what I call a ‘temperature
check’ with the support and operations staff. I walk through the
departments and have a chat to team leaders and other staff members. I
aim to get an overview of what is happening with clients and any
potential issues or problems that may have arisen during the day.

The best bit of the job

The greatest motivation in my job is to see staff develop. For example,
some of the advisors we recruited six years ago are now on the
management team. They came to the company looking for a job and ended
up with a career, and it is wonderful to think that we have been part
of that process. It gives me enormous pleasure to watch people mature
from inexperienced advisors to senior managers – people who have gained
a thorough understanding of the business along the way.

I have now been with Kingston Communications for over ten years,
originally starting as a technology consultant. I have also worked as a
product manager and technology director before moving on to be business
services director. Before joining Kingston, I was a telecom engineer
with a company called Bailey Telecom, which I joined after completing a
degree in electronics. Within four years I was one of the youngest
managers, and had worked on some of the UK’s leading call centre
implementations. It was this that gave me the springboard I needed to
move to Kingston Communications working for the National Network
business.

In my opinion it is important to have diversity in a contact centre,
where staff can learn about all elements of the business. The openings
for young people within the industry are huge, and we are constantly
looking for staff with talent and commitment. Obviously not everyone
can be a director, but we need staff that will surpass expectations and
have the desire to excel. Ultimately, it is my job to drive this.

Website: www.kcom.com

Would you like to feature in “My Line of Business”? We’re looking
for people with interesting jobs who can write a 1000-word overview of
the role they undertake on a daily basis, and offer up some top tips
for getting in to that line of business.