Hard Work and Growth: Keys to Thriving in Workforce Management

It might seem counterintuitive, but some of the most significant advancements in my career in Workforce Management (WFM) have been preceded by tackling challenging tasks. In fact, this principle applies to many aspects of life; achieving better health, for instance, often demands sacrifices like dieting and exercise. These commitments can be tough to sustain over time, but if you persist, success is virtually guaranteed, leading to improved health.

Here are some of the  hard tasks I've undertaken in my career:

1. Understanding Financial Statements: I learned how financial statements are connected to capacity planning. This knowledge transformed me into a better decision-maker, enabling me to balance customer needs and company operating expenses effectively.

2. Optimizing Schedules Without Software: Throughout my career, I've often had to build WFM teams, processes and technology from scratch, meaning no WFM software was initially available. By learning how to optimize  schedules without software, I have not been hamstrung on improving a contact centers performance.

3. Turning Around a Struggling Contact Center: One of the most valuable experiences in my career was the opportunity to revamp a struggling contact center. This environment, rife with stress and pressure, not only expanded my technical skillset but also taught me how to better manage my emotions. I learned the importance of not worrying about factors beyond my control.

4. Diving Deep into Data Analytics and Engineering Tools: My deep dive into data analytics and engineering tools significantly boosted my productivity. This newfound efficiency allowed me to complete non-value-added tasks more quickly, granting me more time to strategize on enhancing contact center performance.

Embracing hard tasks and challenges in your career can lead to remarkable growth and transformation. Just as achieving better health requires effort and sacrifice, career advancements often demand tackling difficult situations head-on. So, when faced with daunting challenges, remember that the rewards of pushing yourself beyond your comfort zone are well worth the effort. As you continue to conquer these challenges, you'll find yourself not only advancing in your career but also developing into a more capable and resilient professional.