Call center managers told to re-skill

The country’s contact center sector has to re-skill its workers to develop more competent leaders among its ranks.

“To be able to keep jobs, to maintain growth levels of the industry, and to further build more jobs, we need to re-skill people,” said Ma. Rhodora Campos, Infosys BPO Philippines country head, in a panel discussion of the GenNext Leadership Forum held recently.

Campos advised managers to take time to learn on their own and not wait for formal trainings initiated by their companies.

“Invest in your education. Let’s learn and re-skill ourselves,” she said.

The GenNext Leadership Forum for next-generation leaders was attended by middle managers and non-C-level officers from various local call center firms.

Industry experts stressed the need for future leaders in the sector to prepare themselves so they can face the challenges of leadership roles especially in this age of disruption.

All other speakers in the forum agreed that local call center firms should collectively address the challenges of the times.

They emphasized the need for leaders to understand “digital” operations more and learn more skills, especially analytics (“eye for data”) so they can properly and effectively lead their teams in managing complexity of modern transactions.

“We need to continue the education, the partnership, the collaboration so everybody will understand exactly what we need to do as an industry, as a country to be able to capture the growth and to be able to capture new potential business opportunities,” said Jojo Uligan, president of the Contact Center Association of the Philippines.

“For us to be able to create more jobs for more Filipinos, we need to understand that. We need to work together. There are lot more things to do,” Uligan said.

Source: Malaya