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Sheilnina Thompson-1

Employee Highlight: Sheilnina, Our Program Supervisor

Sheilnina has worked with The Connection® for over seven years, and in that time, she’s worked her way from Call Center Representative up to Program Supervisor.

In this Employee Highlight, we wanted to learn a little bit more about her journey with our team and how it’s changed and grown over the years.

Here’s the interview:

  • Name: Sheilnina
  • Worked with The Connection Since: 2011
  • Current Job Title: Program Supervisor
  • Level of Education: Associated Degree and pursuing a Bachelor’s degree

Q: What was your first experience with The Connection?

A: My first day at The Connection was September 21, 2011. I applied for the Customer Service Representative position. My first impression was that everyone was friendly, open, and honest. I felt very welcomed; like I was part of a team.

Q: Please tell us a bit about the application process. Was it easy?

A: I applied in person and I didn’t think it was difficult. The people in the HR department at the time seemed to be patient and understanding.

Common Call Center Interview Questions

Q: How much training did you receive for your first position at The Connection?

A: The client I was hired for required one week of training that included sitting with an agent that was already on the client to observe and listen to calls.

Q: Can you tell us a bit about that training? Was it helpful?

A: The client I was hired for was a new client, so the training was helpful once I was out on the call center floor. We received a lot of information about the client, which also helped.

Q: Please describe your job. What do you do each day? A: I work days in operations. I manage the day-to-day operations of two different clients. I have three supervisors that report directly to me with a total of 25 to 30 agents. I ensure that we meet our daily client metrics, such as AHT, Quality, and Adherence. I develop processes that will help us to service our clients more efficiently and I implement different incentives that will help reduce attrition and absenteeism. I also mentor and develop my leadership for career advancement.


Q: Do you have flexible hours?

A: Yes.

Q: Have you learned job skills that will help you in the future?

A: Absolutely, yes.

Q: What are your favorite things about your job?

A: Learning new things every day and interacting with our employees and the general public.

Q: What was the last job you had? How does this job compare?

A: I worked as a clinical support associate at a hospital. These jobs are alike in a lot of ways, but mostly because they both are about helping people.

Q: Tell us about your career path with The Connection. When were you promoted, and what position were you in?

A: I started out as a Customer Service Representative in 2011 and within a year was a team lead/escalation agent. I became a Team Supervisor in 2013, and then in 2017, I was promoted as a Program Supervisor.


Q: How long have you worked for The Connection in total?

A: 7 years, 7 months

Q: How much training have you received for your current position?

A: 5 month of intensive training but I learn new things every day.

Q: How much coaching do you get from your supervisor?

A: Not very much at this time, but in the past, I received weekly follow up.


Q: Is there anything else we should know about working for The Connection?

A: The job is challenging but you reap so much more! There is room for growth and advancement and you get to work with some pretty amazing people!


Are you interested in growing your career like she did? Check out our Careers page, where we regularly post new jobs, from the Call Center Representative level to the management level.

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