My role on a day-to-day basis is to manage the partnership between Sky Ireland, and our colleagues in Bangalore, India. I have been in this role coming up to 12 months and consider myself lucky to work with such varied cultures.
As part of my team in Dublin, I work alongside the Sales Managers for Loyalty and Sales, alongside the Head of Sales. I also work with our Senior Sales performance manager & four outsource analysts, who have been crucial in the growth and success of our move to Bangalore.
What began as 50 people last year, has now grown to over 260+ support staff that provide excellent customer service to our base through both direct and messaging channels.
This has also allowed me to travel to India and meet my team first hand; including one Delivery Lead, two Ops Managers and 18 Team Leaders!
What is it that you love most about your role?
My favourite part of my current role is the opportunity to work alongside some remarkable people from all walks of life. Our teams in India have provided me with such warmth, and allowed me to immerse myself in their culture.
Whether it's working virtually, or on-site, every day is school day. I have learned so much across the last 12 months about not only the team, but also myself.
Describe a project, or career highlight where you were able to make a difference.
The biggest project I have been involved in was the transition of our Messaging Teams across to Bangalore, which has led to the growth of 400% in headcount across the site since the change.
This required a full set up road map, detailed journey training and then the landing of the new process. From a customer perspective, we are seeing amazing results from CSAT and NPS surveys and this has allowed further voice growth and even less calls abandoned weekly.
At Sky we’re always challenging ourselves to deliver the next big thing. Describe what that’s like and why it’s exciting
I have been at Sky for almost eight years and the most exciting feature of the company is the constant drive for growth. Whether it's innovating for our current base and products, or launching new services, we have always been setting the standard across the industry.
This year is very exciting with the launch of Sky Mobile, a game changer for the our customers and staff. The anticipation is massive, with all meetings and office chit-chat surrounding how it will land. It's a job you can talk about all day outside of your shift, that's saying something!
How is Sky an inclusive place to work where you can be yourself?
I am always encouraged to voice my opinion, strive for self improvement and given fantastic feedback to support my career. This is not only from my manager, but also all managers and colleagues I work with.
A big part of my personal success is down to how supportive my wider team is. Our hybrid working allows me to be there for more of my son's life, being able to work on site on the days of my choice gives me the chance to work my home life in accordance with my work. I have been able to spend less hours travelling and more time at home, not missing the important time of 6 year olds growth!
It is hard to summarise 8 years of fantastic projects, teams and opportunities in words, but I think as an ambassador to ask why you should work for Sky? I think I would be a great fit!
