I started to work here on 8 November, 2016.
My interview was pretty thorough. It became clear that (as with every changing environment) there were pros and cons to consider before stepping in.
The individual teams had gone through the setup and (partly) stabilisation phases, and now headed for the next phase which was increasing quality and pro-active services.
That’s exactly where I see the challenge now, empowering our team members, extending quality, growing the centre and as such the possibilities for all our valued team members.
My first days at Computacenter confirmed already that we have great people on board. Any job in a helpdesk environment is a challenge, as it is all about providing the right help to another person in need of that help at the right time. How to do that the best is the game we are in, reminding ourselves that we are customers too, and how we expect to be treated has a lot of influence on how we fulfil this role to others. Why I mention this is because I believe top down and back the agents are the real backbone of our service, and we should take care of a good positive environment, good training to increase the skills, and provide the right setup for them to be able to do their job right. For example some of our agents are freshly graduated, so it is our responsible is to make them feel comfortable in the new environment, but also into a working environment and industry in general (as this is their first chance to experience this).
I believe that one of the best vibes within a centre you can have if everyone feels they are part of it, not only within the specific account, or Budapest, but globally. I see people are most of time locked to their account, but in 2017 we should really start to feel as one. This requires bringing people together and make them understand what everyone is doing to add to the total picture. Help us to help you and you to help us is what we call winning together, and alongside our recent comprehensive development program (called ascension) I’ve already seen examples where our team members are moving forward into 2017 into different roles and adventures providing their next steps in career.
My work will be (and is) much more diverse then expected, which is good. I see a lot of things have stabilised, but there are still a lot of areas where we have to manage and develop, not mentioning the incoming new projects that need to boarded.
We have to create the culture of growth, development, and making this place not just a workplace but a home for people. Computacenter is not as well-known (or established) as others centres in Budapest yet. That is actually one of our targets, to get into the top three of the best centres to work for.
After the first two months, I’ve not change my mind or perception. We are re-structuring some of the operational management layer, we are looking at how we can provide more tools and information to our agents to be more agile, and I can see in general plenty of examples of small steps being taken throughout the centre which will define the base for leaps taking us forward. If this does not sound like we are moving forward, then join us, and see for yourself.
Dennis Hamaker, Head of Operations – Group Service Desk, Hungary