We sat down for an exclusive interview with Alison Rowe-Miller, the Human Resources Manager at Call Center Solutions (CCS). With a rich background spanning over two decades in the BPO industry, Alison shares her insights into what sets CCS apart in its approach to HR and how she navigates the dynamic landscape of employee development, retention, and diversity.
Q: Can you share a bit about your background & experience in human resources? What drew you to a career in HR?
A: During my time at Herbert Morrison Technical High School, I gained work experience at The Jamaica National Bank of Jamaica, igniting my interest in HR. This interest was further fueled by my enjoyment of subjects like Principles of Accounts and Mathematics.
I began my career journey at Radius Global Solutions, where I delved into HR practices, including reprimands and terminations. Transitioning to Xerox (now Conduent) while studying at Montego Bay Community College, I actively engaged in committees addressing employee and organizational challenges. Through various projects, I honed skills in conflict resolution and problem-solving, solidifying my decision to specialize in Human Resources, with accounting as a backup.
Q: What sets our company’s approach to HR apart from others, and what are your key responsibilities as our HR manager?
A: What sets us apart is our emphasis on fostering a familial atmosphere within the workplace. With my extensive 20-year experience in the BPO industry, I’ve observed that CCS prioritizes the well-being and growth of its employees. We value and appreciate each individual, offering opportunities for personal and professional development. As the HR manager, my responsibilities include attracting and retaining top talent, designing competitive compensation packages, providing coaching and training opportunities, ensuring a safe work environment, and nurturing employee talents to foster growth. This approach creates a mutually beneficial environment where employees can achieve both personal aspirations and company objectives.
Q: How do you support employee development, career growth, and promote diversity, equity, and inclusion within our workforce?
A: To nurture employee development and career advancement, I employ several strategies, including personalized guidance, financial planning support, training, coaching, ongoing support, and talent recognition. Additionally, we promote diversity, equity, and inclusion through initiatives such as diversity training, inclusive recruitment practices, Employee Resource Groups (ERGs), mentorship and sponsorship programs, diversity and inclusion policies, and regular feedback mechanisms. These efforts ensure that all employees have opportunities to thrive and contribute to our inclusive workplace culture.
Q: How do you approach employee retention and reducing turnover rates?
A: Our strategy for employee retention and reducing turnover rates involves promoting continuous learning, offering leadership development programs, providing clear career advancement opportunities, implementing engagement initiatives, and supporting work-life balance. These efforts create a positive work environment that values and supports employees, contributing to long-term retention and lower turnover rates.
Q: Can you discuss any recent or upcoming changes or developments in HR policies or procedures?
A: A new initiative in consideration is to collaborate with the Heart Trust NTA to offer certification programs in Customer Service directly in our office. Additionally, we are looking into providing opportunities for employees to enroll in supervisory management courses to further develop their leadership skills and advance their careers. These initiatives aim to support our employees in their professional growth and contribute to a more skilled and empowered workforce.
Q: What advice would you give to prospective employees who are considering joining our company?
A: At CCS, we welcome new team members with open arms and are committed to supporting their growth and success at CCS. We value diversity, encourage collaboration, and strive to create a positive and inclusive work environment where everyone can thrive and contribute to our collective success.
Alison Rowe-Miller’s journey exemplifies the essence of leadership and strategic HR management. As CCS continues to evolve and innovate, her steadfast commitment to nurturing talent, fostering inclusivity, and prioritizing employee well-being serves as a guiding beacon for the organization.
Whether you’re eager to explore job opportunities or learn more about our HR services, Contact Us at [email protected] or by visiting our site to connect with our dedicated team.
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