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Employee Highlight: Heather, our Manager of Workforce [Interview]

Name: Heather
Worked with the Connection Since: 2005
Job Title: Manager of Workforce

Heather has been working with The Connection since 2005, and in that time, she has risen the ranks from a Call Center Representative to our Manager of Workforce. Now, she works with our business partners to ensure that we’re delivering the highest quality service.

We sat down with Heather to understand a little more about the job application process and how her career has developed over the years. Here’s what she said:

Q: What was your first experience with The Connection (the type of job you applied for, and when did you apply)?  
A: I began my career with The Connection in November of 2005 as an at-home CSR.

Q: Please tell us a bit about the application process. Was it easy?  
A: It was a bit different when I applied. I called a phone number and left a message. I was called back the next day, had a phone interview, and was given a date and time to be at orientation.

Q: How much training did you receive for your first position at The Connection? 
A: Our training was one day,  we went over the information and were sent home to practice.

Q: Please describe your job. What do you do each day? 
A: I am the Manager of Workforce. My job entails…

  • Helping new clients understand their headcount needs
  • Helping the salespersons put a viable assumptive budget together to procure new business
  • Looking at the long term needs of our current clients
  • Working with them and the centers to ensure our headcount is viable and we are aligned both in the budget and in our agreed-upon key performance indicators. 

I also manage the real-time calls and the daily activities of the CSRs to ensure we are meeting short term needs.  

Q: Do you have flexible hours? 
A: I do

Q: Have you learned job skills that will help you in the future?  
A: Yes, I have learned how to manage a team appropriately and also gained invaluable workforce skills 

Q: What are your favorite things about your job?  
A: I am a numbers person so I love analyzing the data to ensure we are properly aligned with our needs and the client’s needs

Q: What was the last job you had? How does this job compare?  
A: I was a staffing specialist prior to this job. They are on totally different spectrums. My main priority previously was to match the appropriate person a particular job, which entailed reading people. This job allows me to work with numbers and ensure success on the backend based on my calculations.

Q: Is there anything else we should know about working for The Connection?  
A: If you are driven and able to learn autonomously while working in an ever-changing environment, then you will thrive here and be able to move up the ranks quickly.

Q: Tell us about your career path with The Connection. When were you promoted, and what position were you in?  
A: In thirteen years, I have moved from a CSR to a Team Supervisor, then Workforce Coordinator, onto Workforce Supervisor, and finally Manager of Workforce.

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