A Simple Guide To Career Advancement In Customer Service

I started off as a customer service agent in TTEC Morgantown fresh out of college. I didn’t have any definitive plans for my career yet at that point. I was young and a bit clueless. Who wasn’t at that age? Haha!

Charting a path and plotting career advancement in customer service right away can be daunting. But sometimes, good things can happen to you early on as a professional. With just the right ingredients – the daring to seize growth opportunities, caring mentorship, and a proactive approach to career development, anyone can lead themselves to a fulfilling career.

Luckily, TTEC had a great recipe for success waiting for me. From an entry-level position, I blossomed right into leadership roles. How exactly did I find my way at such a young age?

Get the first crack at promotions

TTEC really sets everyone up for success. Customer experience veterans, new hires, long-time employees, and even fresh graduates. First, TTEC's commitment to internal promotion creates an environment where employee dreams can become reality!

Employees are considered for almost all openings, if they have the right qualifications. They already know the values and culture of TTEC, so fitting them into new, elevated roles is great for the TTEC community. I’ve taken on new jobs three times already thanks to these internal opportunities.

Ready for opportunities before they present themselves

Beyond giving them a chance for promotions, TTEC also prepares employees for those opportunities, even before they come! My leaders encouraged me to take on new tasks beyond the normal scope of customer service jobs in Morgantown. New programs. A coaching role within my operations team. Providing extra support for leaders.

Motivating me to take on these new responsibilities showed they trusted me and wanted me to grow as much as I could. Taking on that added work also allowed me to earn even more of their trust. I gained new skills. I also helped leaders see my potential. It was a win all around for me.

Supersize skills to prepare for super roles

TTEC takes skill development seriously for its employees. We have access to so many free digital training courses that can help us get ready for new, bigger roles.

Even better, we also have special initiatives designed to fast-track careers and create new company leaders within the organization. The BUILD program, for example, teaches technical and soft skills and also provides management insights – all needed to become an effective leader in TTEC.

I was nominated for the BUILD program and I truly believe that earning this certification helped accelerate my career.

Leaders who elevate you

We don’t stop at skills development and internal promotions at TTEC. We believe that surrounding employees with people who understand, nurture, and motivate them is essential. Our leaders don’t just oversee our work. They shepherd our careers too.

Leaders here are well-equipped to guide others to succeed, steer them towards good work habits, and inspire them to see and fulfill their potential. Career growth and mentorship programs go hand in hand.

One of my biggest mentors was Jim Rush. He was my nesting coach, my Team Lead, and my Service Delivery Manager when I was a Team Lead. In all my various roles, I reported to Jim. He always pushed me to see beyond what I thought were my limits. He helped me believe in myself.

Mentorship is a key part of TTEC’s amazing employee experience. You won’t feel alone and you’ll feel like your career is being led upward and onward. Who wouldn’t want that feeling?

Play (and work) to your strengths

With all the opportunities and support that TTEC gives, it’s really all up to you how far you can drive your career. If you really want to succeed, all you have to do is put in the effort and make use of all the resources TTEC provides.

For me, I made sure to identify all the skills I had – professionally and personally. Once you know that, you can key in on what path your career can take.

I’ve always been very personable. I love talking to people. I grew up participating in pageants so I really knew how to connect with an audience. I found out how best to use these talents to provide value and achieve success for TTEC and myself. I tapped into those as an agent, a coach, and a leader.

Anyone can do that too. Do you have great organization skills? Are you a good communicator? Maybe you’re quick with analysis? Figure out your best strengths, use TTEC’s resources to maximize those, and you’re on your way to sparking a bright career.

Most important: always be on the lookout for opportunities. Never settle. I’ve always been interested in growing so I continuously search and applying for new roles in TTEC that can give me new ways to succeed. That’s how I went from agent to leader. You’ve got to be the driver of your own career advancement in customer service.

My proactive journey

After six months as a customer service associate, I saw an opening for a coach position. I applied and was successful. A Production Coach after less than a year! I was lucky enough to be given side projects in this role that allowed me to spread my wings a bit more.

After some time, I saw an opening for a Team Lead position. I went for it again and got the job! I focused on creating a fun, welcoming, encouraging work environment for my team. Then, an opportunity as Senior Team Lead presented itself. Same drill! Apply and do your best! I’ve had this job for several years now and I absolutely love it. Not bad for someone who started as a fresh graduate!

A Great Place to Work® and build a career

My quick transition from entry-level agent to different roles in training and leadership is a testament to the well-rounded support system at TTEC. Our culture empowers employees to take their careers to new heights, promotes skill development, and inspires job mobility, career growth and mentorship.

We nurture talent here. TTEC Morgantown values your skills, not just your work. We provide careers, not just jobs. If you’re looking for a company that waters the seeds of your potential, look no further.

With the right attitude and hard work, you too can enjoy a fulfilling TTEC career. Check out our customer service jobs in Morgantown or other opportunities in TTEC USA.