Emma shares her Contact Centre career journey with us

The people behind sky posted on 12 Apr

“I’ve developed so much in the last 12 months and it’s amazing to see what I can achieve”

Sky Careers

Name: Emma Stewart

Job title: Stepping into Management

What area of Sky do you work in and what do you do on a daily basis? I work in the Retentions team at our Contact Centre in Glasgow. On a day to day basis, I lead a team of 14 Advisors, supporting them with their performance through effective coaching & leadership.

How did you get into your role? I was a Subject Matter Expert at our Contact Centre for about a year, and always had a passion for coaching and management. I had some great opportunities as a Subject Matter Expert where I shadowed managers & eventually applied for the Stepping into Management position and got the job! The opportunities here are endless and I was supported by my manager to push myself.  

How have you made a difference in your role / what’s been your proudest moment working here? I would say my proudest moment is reading my blog from last year and noticing the difference a year can make. I’ve developed so much in the last 12 months and it’s amazing to see what I can achieve.

What’s the most enjoyable thing about your job? I love coaching my team and seeing that lightbulb moment, when something clicks, it’s great to know that I’ve helped with that.

Describe your contact centre or area of the business - what makes it a great place to work? Our Contact Centre is in the process of getting refurbished and we’re all excited to see the results, it’s going to be great! The refurb will just add to the already electric atmosphere that you feel when you walk through our doors; it’s such a great space to work.  

Have you had the opportunity to progress in your role? What advice would you give to others trying to develop their career? Absolutely. I was a Subject Matter Expert 12 months ago and have been in the Stepping into Management programme for 7 months now. My next step is Customer Experience Leader, watch this space! My advice would be, if you want to do something you should go for it.

An interesting fact no one else knows about you: I was offered a place in the MENSA society when I was 24 months old because I could read.