Live in PH, work in Australia

(BPO HotJobs, November 2012)

For the most part, call center agents in the Philippines go to work at night and sleep during the day. The bulk of the clients of major players in IT-BPO are US-based, and agents and their body clocks are expected to adjust to East Coast time. Not this one though. E-way is an international telemarketing company that supports major Australia firms dealing with various industries, from healthcare to food packaging. Established in 2004, the company's work hours are from 6:00 a.m. to 4:00 p.m., since Australia is only ahead of the Philippines by two hours. The daytime work hours pose less risk for the employees and, in turn, employees perform better for their clients.

Enrique Diaz is one of the many Filipinos working in the IT-BPO industry, whose careers is totally different from his college degree. But the difference is trivial. E-Way, like many contact centers in the Philippines, have given many of their employees a chance to have a lucrative career.

The B.S. Tourism graduate has worked hard for E-Way, growing with the company in the process. "I have improved my decision-making skills because here, it's not your typical call center where calls are coming in," Diaz says. "You have to think of ways to be successful." Diaz started as a sales manager. Before long, he started to go up the ranks and landed the position of sales OIC. But the position demands more than what the title says. Diaz performs four different roles for the company.

Apart from being sales OIC, he also handles accounts with his own customers. He makes calls, and still produces sales for the company, just like when he started. What's more, he also manages staff- a whole department, in fact. "At the same time, I'm helping in some admin decisions - and a marshall for people who are noisy," he adds with a laugh.

Working in the IT-BPO industry also fosters professional relationships despite being miles apart from superiors."I have a manager who's currently in Australia and, everyday, we talk. We have a very good relationship," Diaz says. He’s a great guy. We're very good friends. He taught me a lot, he molded me." Despite not having met each other personally bin their three years of working together, the Australian manager saw great potential in Diaz-and promoted him to account manager. After a stellar performance, Diaz was again promoted to supervisor. And, in 2010, he was named E-way's Employee of the Year.

As recently as July, Diaz was promoted to sales manager. He holds the distinction of being one of only two sales managers in the Philippines; the rest are Australians.

Despite being the youngest in the family, he is breadwinner. "I get commisions. At the same time, I can save time, I can buy things for myself. I'm also renting my own apartment. I don't have my own car, but I help them with everything."

With all his responsibilities, Diaz has his hands full. But he manages to balance his clients and his job as a supervisor. " I conduct their training. But after their training, I still continue training them up to the point where they need less of," he explains.

A professional all the way, Diaz was able to get to where he is now with the know-how he learned from from his Australian boss. With all he has achieved professionally, the awards and the promotions, he has managed to be a good supervisor to his employees.

"I make it to the point to treat them the way I want to be treated. Respect is something you always earn. You don't buy it. I've gained respect from the staff that's under me with how I work, how I know things, and how I've helped them."

Sunny days for Sany

(BPO HotJobs, October 2012)

Meet Sany Ditan. His name, like that of many Filipinos, is an amalgam of his mom and dad’s name, Salve and Tony. But at work he goes by the name Vince.Vince is a sales supervisor at E-Way. After working for the BPO company as a sales representative for only three months, he was promoted to sales supervisor after showing exemplary performance. He oversees six sales representatives, as well as the clients for his own accounts. He has been with E-Way since 2009.

Sany, aka Vince, has come a long way with the help of E-way and “with my salary, my commissions.” He explains, “Since I’m a sales a rep and a sales supervisor, I get a commission for every staff who hits their target. That’s why I was able to buy my own house.” He was able to give more than that was required of him, which not only translates to personal success but also success for the company. “I’m not only hitting the target, but exceeding the target that was given to me,” he says. “So that’s a big impact on the company because I was able to [contribute to] gross profit. If they’re going to give me this specific target like 50%, I make it a point that I [deliver] not only 50%, but 60 to 70%.”

Innovation

How does he manage to perform so well in a stressful environment? He replies, “They didn’t have team day before. I know being in the industry is really stressful, a lot of pressure. So that’s why I came up with an idea to motivate people. Team day. Every end of the month, I’m gonna think of topic or theme, like game shows, that would help motivate them.”

While supervising six people, Vince also makes sure that he makes an impact on his customers. “Before I get the order of the customer, we’re gonna have five to ten minutes of chit-chat about their weekend, about their business.” He makes sure that his customers and clients get the personal touch. “I believe that you’ll be able to have a good relationship with your clients, your customers, if you make friends with them.”

Fruition

With the windfall of success, not unexpected given his hard work, he sees a wonderful future ahead for himself with E-Way. “Ever since I was a kid, it has been my dream to manage a company, or to manage a business,” he says. “I want to become a manager as well. Managing all the supervisors in a campaign, that’s what I really want. Or to become a director as well of a company. So that’s really my long term goal.”

He aims to achieve this inspiring his staff and making sure they do their job properly. “I’m proud to say that I have a good relationship with my staff. I want to them to feel that we’re friends. If they need me, I’m always there for personal and even financial problems, “he says.

“But when it comes to work, I’ll definitely make sure that they’re hitting the metrics and their targets. Most of them have been in the company for like a year, almost a year. It’s because of the good relationship.”

About his lifestyle Vince says, “I have my own house, I have the gadgets I want, and I can provide [for my family]. “I can travel! I’ve been around the country.”

Vince provides for his parents, paying their bills. He also supports his brother with allowances and rent. Vince plans on traveling abroad next.

Balancing Act

(BPO HotJobs, January 2013)

Nelissa Del Rosario is used to distance. Her husband works and lives in Singapore, and she travels everyday from their home in Pampanga to her office in Quezon City. Maybe that's why she is perfect for her job at E-Way.

"The marketing person is Sydney reports to me," she says. "She actually sends me all the reports and I check everything before we send out marketing materials."

Nelissa, Nel for short, is the sales manager for E-Way in Quezon City. A no-nonsense kind of a woman, she has her schedule down to a science. "Schedule is 6:30 AM to 4:00 PM. I wake up around 3:00 AM and dress up fast so I won't be late," Nel says. "I have the key for the Quezon City office so I have to be early here, at least around 15 minutes earlier [than the start of workhours]." Traveling two hours everyday, she tries to balance her workload with her responsibilities as a mother. "I travel everyday because my daughter is already schooling and I have to help her at night with her homework."

Less resilient people may have opted to work someplace closer, but not Nel. She actually made a conscious decison to work for E-Way, unlike some who are forced bycircumtances to work in the BPO industry.

Multiplier
When Nel gave birth to her daughter five years ago, she stopped working for E-way for nearly three months. She worked for another company based in Pampanga where she was eventually promoted to recruitment specialist. But even if the compay was closer to home, she decided to head for greener pastures.

"I resigned because I was I was offered a job by the boss here," she explains. "I wasn't growing [professionally] in the recruitment team because for me it was boring. You interview, you file all the requirements for all the call center agents, and then go home very late at night."

Right now she handles some 30 clients for E-way. Her decision to go back to work in Metro Manila proved to be a good decision. She was able to pay for her brother's tuition until he finished his degree in Hotel and Restaurant Management.

Nel's brother is now a chef for a cruise liner. "My brother actually followed in my husband's footsteps. He's also an HRM graduate." Alexius, Nel's husband, is a chef in Singapore.

Nel has worked for E-way for around eight years. She was a consistent recipient of the Empoyee of the Year award, bagging the title for four consecutive years. Nel is so good, E-Way decided to give others a chance and has barred her from getting any awards. "They might think that just because I'm the oldest here I always get the award," Nel equips.

For the holidays, she and her daughter joined her husband in Singapore. It was a much needed respite from her taxing schedule. With her crdentials, she could have easily landed a job in Singapore to join her husband. But her daughter is very young and Nel prefers education in the Philippines.

Plus it helps that she is enjoying her career. "So far, I'm happy with the company," she smiles.