The future is here.answer
The future is here.answer
Rewarding careers. Global opportunities. Professional development and advancement. More and more New Brunswickers are finding fulfilling, well-paid employment in the province’s business service centre sector. With almost 90 contact centres in operation across New Brunswick, this dynamic sector generates more than $1 billion annually in the province, employing over 18,000 full-time workers. The sector covers a wide variety of industries, from health care to telecommunications to banking. Positions and skill requirements are diverse. Work conditions are flexible. And, you do not have to be bilingual to work in this sector. Of the 2,000 jobs currently available, approximately 750 to 1,000 of them only require English language skills. And opportunity is part of the package. The only question is, how far do you want to go?
You could say that Cheryl knows the Business Services industry inside and out. During her 31-years with IBM Canada, Cheryl worked as a customer service dispatcher, a repair technician, a branch coordinator, a team lead, and manager. In 1996, she relocated from Toronto to New Brunswick to help open IBM’s new contact centre in Saint John. Upon her retirement from IBM in 2014, Cheryl chose to stay involved with the industry, opening her own consulting firm. She now helps other companies find global solutions for their sourcing needs. “I have a huge respect and appreciation for the work done in this sector,” she says. “In my current role, I still have the honour and privilege of working with the many great colleagues and contacts I’ve made across the province and beyond.”
The prospect of a rewarding career in the hospitality industry enticed Kim to begin working at a Business Services Centre. She is now celebrating her 20th anniversary in the sector at Accor Hotels – Global Reservation Centre. “This has been an amazing journey of learning and growing as a person, colleague and leader,” she says. “Working with our Sales Leadership team has provided me with many new experiences, expertise, and the ability to contribute to our organization’s success.” Kim also enjoys being involved in Accor’s many community outreach programs– such as the Adopt-a-Shelter committee and the Humanity Project. “Having the opportunity to grow with the company and be part of something bigger is very rewarding.
Denis moved from Ottawa to New Brunswick in 1997 and began a management position at AT&T. Soon after Primus Canada purchased AT&T, Denis became the Senior Manager of Customer Service, and then Senior Director. As well as having the opportunity to grow his career, Denis appreciates the company’s core values and its commitment to its employees and the community. “There is a great sense of family in our centre,” he says. And diversity is welcomed. “Workplace diversity is just good business sense,” Denis affirms. “The world has become a smaller place. As a team, our individualities and differences work together to become a cohesive blend of ideas, knowledge, and skills.”
Since graduating from her Travel & Tourism program, Michelle has built a rewarding career in Leadership with Accor Hotels – Global Reservation Centre. “I began with this company as part of my on-the-job college training program 19 years ago and have been fortunate enough to grow up in this industry. I’ve gained experience in sales, service, technology and leadership and have had the opportunity to travel the world!” Michelle notes that Accor is much more than ‘just a call centre.’ “We are the hub of our company,” she says. “And we always wear two hats: one being a Business Service Centre and the other as Brand Ambassadors for a global company.” Many diverse individuals and skill sets make up the Centre’s Team. “From Customer Service to Sales, Technical Support, Quality Assurance, Team Building and more…there really is something for everyone in this industry!” she laughs.
Tanya began her Business Services career in Toronto, but jumped at chance to explore new opportunities when her employer, Moneris, announced it was opening offices in Sackville, New Brunswick. “Moving to New Brunswick, I accepted a Team Manager position. This led me to a Senior Manager/Site Director role. I am now acting for both positions, managing 182 employees.” Tanya enjoys the quality of life in New Brunswick, and stays involved in her community through various workplace activities and initiatives. “It’s important for companies like Moneris to be engaged and to support their community,” she says. “We raise money for the United Way, do corporate fundraisers and we have a partnership with the local University.” Tanya says Moneris’ focus on community and employee engagement goes a long way to creating a positive work environment. “People are the most important asset to an organization and Moneris recognizes that.”
A people person with an interest in technology and emerging trends, Zachary found his ideal work environment as a senior reservation agent with Accor Hotels Global Reservation. “What made the Business Services industry so appealing to me was the fast pace, and the customer service aspect,” he says. “I get to speak with individuals from all around the globe. I feel lucky to have the opportunity to provide a world-class reservation service to our wonderful guests.” Zachary is also energized by his colleagues in the sector, and the many opportunities for professional development: “We get to meet with our counterpart hotel teams, and participate in presentations, focus groups and site trips, which helps us keep up to date with all the new developments within our collection. Having these resources available to us reflects the importance of our role here at the Centre, and keeps us well prepared for everything that comes our way.”
When she started at RBC in 2008, Natalie thought the Service Centre position would be just an “in-between job.” Instead, it became her dream job. “I love helping people,” she says. “The feeling you get knowing you’ve helped make someone’s day just a little bit easier is a great feeling.” Starting out in Sales and Service, Natalie quickly advanced through a number of Advisor roles before taking a position with RBC’s U.S. Division. Today, she continues to distinguish herself as a highly motivated employee, even winning a Caribbean cruise in recognition for her outstanding performance. For Nathalie, RBC is much more than ‘just a call centre.’ “Once I started working here and discovered the multiple opportunities within the business, I knew I’d found my home.”
Looking back on his 17 years in the Business Services Industry, Christopher says going to work for the RBC Advice Centre was a ‘life changer.’ “I knew the salary was quite competitive and would provide me with greater opportunities. I felt there were many different avenues for career advancements, which is extremely important to me,” he says. At RBC, Christopher continued to build upon his business services experience, advancing through a number of communication and Advisor roles to his current position as a Team Manager. “The RBC Advice Centre is such an amazing team to be part of,” he says. “The support I’ve felt from my colleagues has inspired me to be the best I can be.”
When Gillian started as a Reservation Agent with the Accor Hotels Global Reservation Centre (GRC), she was looking to combine her passion for travel with the opportunity to develop her career. She found both. In just under two years, Gillian had relocated to Dubai where she spent a year in the role of Team Leader. After returning home, Gillian continued to advance, taking on new leadership roles. “I chose to work in the Business Services Industry because it gave me the opportunity to work for a global company while still living in my hometown,” says Gillian. “My career development has been strongly supported by leadership within the centre and I am grateful for all that I have learned during my time at GRC.”
After graduating from university, Matt was looking for a stable job that would let him pay off his student debts. “I was looking for a company that made developing employees a priority. When I got to Asurion, I knew it was the place for me. Working really hard, I was able to pay off my debt relatively quickly and begin my journey within the contact service industry.” Twenty years later, Matt now holds a senior leadership role in the company and has been key player in the development and launch of several new products.
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