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Career Story: Manager Of An Offline Center For A Telephone Company

Manager Of An Offline Center For A Telephone Company

Job Title: Staff Specialist

Type of Company: I work for a major telecommunications company.

Education: BA, History, Bridgewater State College (Bridgewater, MA)

Previous Experience: I've worked for the same company for 15 years and my previous positions in the company gave me the experience I needed to move into management.

Job Tasks: I work in an 'offline center' where the service representatives for one of the leading telecommunication companies are responsible for any tasks that can be done offline (in the absence, that is, of a customer). Among these off-line tasks are customer correspondence, monthly follow-ups to adjust a customer's bill, billing address changes and error fallout. Keeping these tasks in an off-line center allows our sales representatives to be online as much as possible doing what they do best: selling our product.

My current position is what we call 'staff' within the company. Basically I am responsible for bringing new work into our centers and documenting the processes that our service reps should follow when working on these offline tasks. Recently, for example, the online centers were told by our executives that they were no longer going to be allowed to have any of their reps off-line working follow-ups and that their work had to be transferred to one of the off-line centers. Staff worked with the online centers to determine what work could be moved, what training the off-line centers would need, and they outlined and documented the steps that needed to be taken to complete the task.

Best and Worst Parts of the Job: The best part of my job is that I work for a major corporation that offers fairly good benefits. I get health insurance for a reasonable employee contribution. I also have a good 401K program and a yearly bonus program. I also receive a very good salary. But the best part of my job (and this doesn't apply to all jobs at this company) is that I'm able to work from home at least two days a week.

The worst part of my job is that our executives are feeling the crunch from the recent economic crisis and are currently making cut backs. Because our 'hourly' employees are unionized, the executives have been forced to make the bulk of their cuts in the ranks of management.

Job Tips:
1. My plan was to teach, not work for a telecommunications company, so I had very little business experience. If you want to go into telecommunications you should major in Business.

2. In my company ,they measure every task according to a set of metrics. Along with business, I was also a little light in the math department. I wish I'd taken some statistics and more math.

3. Get in on the bottom floor. I was hired as a service rep right out of college and learned the business first.

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