Empowering Women in the Contact Centre Industry

Each year on the 8th of March we celebrate International Women’s Day. Founded in 1911 this international day sets out to celebrate women’s achievements, raising awareness about women’s equality as well as bringing attention to female-focused charities. Over the last number of years, this day has continued to grow in popularity by raising awareness for several important themes and issues that women face. At Arema Connect we believe that it is important for us to do our part about raising awareness for this day and continue empowering women in the contact centre industry.

International Women’s Day and Arema Connect

The Global Gender Gap Report 2020 highlights the importance of women in leadership to help close the gender gap. At Arema Connect we are proud of the fact that 80% of our management team consists of females who play a pivotal role in different areas of the organisation. According to the report, only a quarter of the countries in the survey have achieved gender equality with Western Europe overall making the most progress. Encouraging women in leadership, shining a spotlight on female role models and changing mindsets,- are all attainable ways to close the gender gap. At Arema Connect we aim to empower and support all of our female staff members through career progression, upskilling and training opportunities. 

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Career Progression 

Many of our managers started with us as frontline agents and progressed to the positions they hold today. By showcasing their excellent work ethic and value-adding attributes they were given the opportunity to upskill and progress their careers. Aoife O Mahony and Katie Murphy started their journey with us back in 2018 on internships from Munster Technological University (MTU), after completing their 15-week placements both of them were offered full-time roles with Arema Connect where they continue to progress in their careers. 

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Upskilling  Opportunities

Arema Connect places an emphasis on providing our team with upskilling and training opportunities. Our team are encouraged to actively consider and explore opportunities for personal, career and professional development. Many of our female staff have completed courses in their given areas of expertise. For example, in 2019 our Client Development Manager, Katherine Sutton studied Supervisory Management Course in MTU to further progress in her role. 

Skill Development

Using a train the trainer model many of our female management team have developed and implemented training programmes across different areas of the business. By developing their own skills in areas such as Lean Sigma and Complaints Handling, they have been able to create upskilling opportunities for the whole team. 

On a final note..

It is important that on this day and every other day that we reflect on ways that we can empower women in the workplace. We believe that this day greatly highlights the important role that females play in our workplace and in the contact centre industry overall. It is also a great opportunity to show gratitude to not only the women in the workplace but also women who positively impact our everyday life. 

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Bio

Linda - An MTU Marketing student and Intern. As a marketing student, I am passionate about keeping up to date with changes and trends in marketing as well as how it is involved in almost every aspect of our lives. I enjoy both the creative and technical aspects of marketing. After the completion of my degree, I hope to pursue a career in marketing in the technology industry. 

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