Arema Connect is delighted to be shortlisted in the Customer Contact Management Association (CCMA) Awards 2022. Each year our team look forward to the annual industry awards to get an opportunity to showcase our various improvements and developments over the last 12 months.
This year we have been shortlisted in two award categories which include –
Industry Professional of the Year – Support Professional: This award is for professionals in support roles within the contact centre that enable the operation to deliver high performance in pursuit of business and customer objectives. For this award, we nominated our Staff Capacity Manager, Jackie Leahy for her vital contribution to Arema Connect. Jackie has been a member of our team since 2014 and constantly adds value to our organisation. Jackie started her journey with us as a Customer Support Agent and continuously progressed in her career to hold several Key Account Manager roles. In 2018, she was appointed as Lean and Quality Coordinator before holding her current role.
Jackie’s current role involves analysing performance data and measuring the output of our agents to determine rates of transaction at Arema Connect. Jackie produces reports that evaluate and forecast our capacity requirements and identify areas where expansions or contractions can be made.
“Jackie plays a key role within our Management team She is a trusted member of our team. Her feedback and insights are highly valued throughout many functions of Arema Connect.” – Pat Keogh, Managing Director
“I am very thankful that my colleagues nominated me for Industry Professional of the Year, this is a great achievement for me professionally. I started my journey at Arema Connect back in 2014 and since then I have been fortunate enough to receive so many opportunities. We are looking forward to the awards ceremony on Saturday, it’s sure to be an enjoyable night.” – Jackie Leahy, Staff Capacity Manager
Customer Contact Centre of the Year (Medium) – This award is for the mid-sized contact centre that has demonstrated the greatest all-around performance and improvement in the past 12 months. Some of the developments we encompassed in our award application included –
- the introduction of our New Time Management System (TMS);
- the completion of a Sustainability & Environmental, Social, and Governance (ESG) performance Assessment;
- Internal Audit training from IMSM (ISO Specialists);
- The purchasing of our 4th Office Space.
This Saturday members of our team will be travelling to the awards ceremony in the Aviva Stadium. This will mark our first in-person awards ceremony in three years due to the pandemic. The award night presents a fantastic opportunity to network with fellow industry organisations and professionals. We would like to wish our fellow nominees the very best of luck on Saturday night.