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Interview with Brian Watters

Interview with Brian Watters. Nicole Roane. Who is Brian Watters?. Started at West Corporation on February 6, 2006 for the ESPN group Different titles: Customer Care Representative, Project Team Lead, Trainer, and Operating Team Supervisor (current). Where He S tarted.

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Interview with Brian Watters

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  1. Interview with Brian Watters Nicole Roane

  2. Who is Brian Watters? • Started at West Corporation on February 6, 2006 for the ESPN group • Different titles: Customer Care Representative, Project Team Lead, Trainer, and Operating Team Supervisor (current)

  3. Where He Started • Used to work on cars in a body shop • Never had managerial experience before West • Didn’t even have customer experience before West • Was not engaged in operations

  4. Different approaches to management now vs. then • Look a the group vs. just individuals • Pinpoint the exact problem • Learn from past experiences • Communicate better • Time Management

  5. Working From The Bottom To The Top Benefits • Better relate with the employees • Stronger relationships with agents • More respect • Can help the employees with issues • Know how to control the department

  6. Teaching Employees • Training • Special training classes for bigger products and services • OLRT • An area where employees can go to see all of the current products • Confluence • An areas where employees can go to see all of the upcoming products and their statuses

  7. Motivation • Positive Reinforcements • ESPY’s • Gift cards

  8. Personal and Team Goals • Personal • Improve the line group to where he thinks they should be performing • How? Monitor stats, be more involved and know how to handle the issues that may arise • Team • Improve the group’s morale • How? Have more contests, better reward agents and better communicate

  9. Grading Himself • Progress • Better than when he started • Example: better service levels and labor efficiency • Still needs improvement • Communication • Overall group morale

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