At Lemon Contact Centre our team members are at the core of our 'real people, real conversations' approach and they embody our values of quality, trust, team, passion, and gratitude. With our employee spotlight series you can get to know the people behind Lemon, and share in their experiences of being a part of one of the UK’s leading contact centres. This week, we're shining a spotlight on Lynda Ways to share their story and experiences.
Lynda is a Deputy Team Leader here at Lemon, and has been an integral part of the operations team for the last 6 years. As well as handling inbound and outbound calls, emails and live chat functions for bureau clients, Lynda assists with monitoring each shift, ensuring staff receive support when they need it and keeps track of the dashboard to make sure KPIs are met.
“I’m fully trained on all bureau clients, and I love being able to help people. We have a wide range of customers which means that no two calls are the same and I’m able to support people in many different scenarios, often during significant moments in their lives. I work with a wonderful, diverse team who make even the busiest days a pleasure, and I feel lucky that being a part of the Lemon team provides me with a good work-life balance.”
When asked what the secret is to overcoming challenges in this fast paced, contact centre environment, Lynda offered some words of wisdom: “Ultimately it comes down to experience. However listening to and being empathetic towards the person you’re speaking with goes a long way, and having all of the facts will help fix the issue you are faced with. If in doubt, ask! Technical jargon can be difficult at first, but so long as you record what is said accurately and read it back to the caller so they understand what has been taken, it will be clear to the client.”
Whilst being promoted to Deputy Team Leader is something Lynda is most proud of since joining the Lemon team, this achievement is overshadowed (rightly so) by marrying the love of her life and becoming a nana. It’s safe to say that for Lynda the last 6 years have been full of excitement and there is no doubt plenty more to come, especially when Lynda is riding her Triumph Tiger 800 around the UK after having passed her bike test when she was 31!
We hope you enjoyed learning more about Lynda! Join us next time as we continue to highlight the amazing people who make Lemon great.
