Yesterday I started a new job selling life insurance for United Healthcare through Connextions call center. We were a very large starting class filled with non-licensed and licensed producers. (Agents) We had the VP of Human Resources speak to us, and her assistant. We had our Director speak to us, our Operations Manager who was dealing with the change of altitude from Florida to Denver and did a good job being entertaining and engaging, and and then our trainers spoke.
We had over 90 new employees introduce themselves, the impact of the state of the economy was very evident in those introductions. The age of the group was also evidence of the culling for the corporate ROI, the age median was 45-60. It was a win-win for Connextions, they had experienced sales, college educated and seasoned veterans for pennies on the dollar. It was a win for me, as I have had the most frustrating two years of my life that I was putting behind me. I only had a few moments of discomfort when a future team member asked me, "What the heck are you doing here?" I guess she didn't listen to the introductions, it didn't matter your skills, there is no emotion in financial decisions within a corporation. I think she will have to learn it the hard way and I don't wish that on anyone.
The introductions all produced the thought that with effort and consistency we too, could be managers, we too, could be corporate heads, and since some of them had achieved this without a degree, there was hope for people who had previously been denied that walk through to "executive" because of no degree, as the COO of Connextions; Leslie Pecci was in position due to hard work and experience. It was a uplifting speech and the people who gave it were talented orators. .
This is a company that if I was looking to walk into the corporate structure again I would be giggling at night in my bed before going to sleep. It is poised to take advantage of the government's health care mandate, it is sitting on the edge of its chair waiting to see what November brings. I do hope it is great news for them.
I could use some good news, yesterday was like a deja vu for me. I have opened call centers, I have off shored accounts, I have gloried that I had the clients that had government accounts that could not send our jobs overseas. I have delivered internet training with Instructional Design, set Quality standards, I have hired and fired and have delivered millions in financial bonuses on contractual agreements. I hate the words, "No and Can't."
Now I am in the other seat, the one that I constantly touted as the person who really owned the business...the one that needed the best care available and the most positive work environment... the agent, the,"butt in seat" person. I see a beautiful environment to work in, and I see people in charge who genuinely look you in the eye, which is so encouraging. I hope it continues, I realize that what is shared with agents is not the ingredients for the cake but the icing, and that I am in the "only what they need to know" category this kills me. I remember fighting against that for 12 years. I have always thought that when a driver(Call center agent) knows the direction and why it is important and the part of it that they play in the overall picture of success, they have ownership for that and are proud when the goal or drive is reached. I think including them in setting it is still one of the most important things a company can do.
I still am grateful for a job, I can sit quietly and learn, but my process improvement, lean process for efficiency and ESAT is a hard swallow when it could be better for us and them. Oh well, call me driven, but call me, okay?
I wish you peace or the strength to find it.
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