Profile: Kristy Cranefield, Bankwest
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Kristy Cranefield Number of years in role: 1.5 years as team leader / 3.5 years in total |
What do you do?
I am a Team Leader in the BankWest customer service centre and my main role is to coach and mentor staff, in order to assist with career progression.
What results are expected in your position?
As team leader, my main role is staff motivation and maintaining a positive work environment. My aim is to assist staff to reach their highest potential, which in turn helps us to satisfy key business drivers within our organisation.
What has been your biggest career highlight to date?
In 2006, I was honoured with the Australian Teleservices Association’s State Teleprofessional of the Year Award. I am a second time winner for West Australia in 2007, which is an achievement I will cherish forever. During September I’m off to the national awards in Sydney to see what results this may bring for BankWest.
What is the best and worst thing about your job?
Through mentoring and coaching, I have watched staff members mature and grow in their positions and achieve winning results. I get a huge sense of satisfaction from assisting their progression. Being part of that journey is definitely very rewarding for me.
Picking an aspect of my role I don’t enjoy is harder but administrative tasks would be close to the top of the list - but only because they reduce the time I spend coaching my staff.
Any tips on how to get and stay ahead?
For me there are two key factors that can take you anywhere in life - BE MOTIVATED and BELIEVE IN YOURSELF. This is certainly what has taken me to where I am today.
How do you encourage loyalty with your staff and clients?
Everyone appreciates honesty. Being upfront with my staff and clients creates a positive rapport and gains trust, which is a vital part of any relationship. Loyalty within a working team is essential to morale and happiness promotes productivity. I like to lead by example and ensure my staff works in a happy, well bonded environment where they can rely on me and on each other for support.
What do you think employees want from their employer?
One attribute that is essential for an employer is to be approachable. Staff members need to be able to communicate positive or negative feedback to someone in a managerial role to maintain a positive work environment.
Having a manager who listens to needs and expectations is as important as a manager who is supportive with ideas and suggestions being made.
What does your company do for its staff that you feel is different from what other companies provide?
BankWest is very focused on staff progression. We provided very robust training for all our staff to ensure they perform at their best. Ongoing support from team leaders and other management means help is always at hand.
We have a succession planning structure in place, which maps out a career path for staff to work toward. This is a live plan so as their skills grow and develop we can help them track emerging career opportunities within the business.
What are the biggest human capital issues your industry is dealing with ...and what should be done about them?
The contact centre industry faces attrition like any industry. One way to minimise the attrition rate is to put in place measures, such as induction programs and also provide support to staff throughout their career. For example, at BankWest, after 12 months staff members have the opportunity to explore other areas for career progression. I believe that by providing the necessary training and ongoing support, staffing retention rates can be kept at a more balanced level.