By Kelvin Mejia, EAW Student Digital Reporter
Supervisors at Education at Work strive to help, encourage, mentor and be a support system for Education at Work students who are working on our campus centers or within our client’s customer service centers. Each supervisor takes a different approach to their job. Our student digital reporter in Utah spoke to three supervisors to gain insight into how they mentor students on a daily basis.
Tyler McKinney, a supervisor for Education at Work’s Utah site has been working with students for two years. As a supervisor, Tyler ensures that each student is successful, comfortable and can rely on their own personal skills while working with customers.
“My goal is for students is to understand that there are always improvements that can be made even if there is nothing wrong,” says Tyler.
If Tyler sees someone who is stressed during their chat he will sit down and help them by discussing the importance of soft skills. He also gives students tips and best practices on how to bond and make a personal connection with the customer during a chat to improve performance and make each call the best experience it can be for the customer. Tyler will often pull an example of an exceptional chat and one that needed improvement to show a student, with real-life examples, how he or she could do better in certain areas to improve their next chat. For example, Tyler will show a student chat agent how a chat was opened, to display how the student communicated with the customer. Tyler also adds that he likes to go over what a student is doing well during a chat to act as a positive reinforcement.
Mason Stanford, another supervisor, helps students in a different way. Mason keeps a positive environment on the floor during calls. This positively allows students to move calls forward to completion while confidently maintaining the flow of conversation in order to get the customer where they need to go. Most of the calls on the floor Mason works consist of leaving voicemails. Mason says he cares about the student’s performance and would do anything he can to ensure students are successful in this environment. He does this by taking an interest in students’ lives outside of work, because, as he see it, if they are doing poorly at school that will also affect their performance at work.
“Despite being a supervisor and wanting them to succeed, they can’t perform their best if they aren’t performing well outside of work,” says Mason. “By asking the student, ‘How are you doing at work? How are your classes?’ I can help them with professional and personal development if needed.”
Amber Richens has been a supervisor for two years and devotes her time ensuring each student is successful in their chats. She has high expectations for her team and takes the time to give them constructive criticism and helpful feedback. “I look at their behaviors on how they approach people on chats, I am always holding myself accountable for what happens,” says Amber. “I want them to have a good understanding of the situation and I let them know why I asked these questions.”
Amber says she wants everyone on her team to succeed during their time at EAW whether it’s with work, school or in their hobbies.
Education at Work is honored to have amazing supervisors who ensure that our students’ journey with EAW goes well.