This month we sat down with Shane Hughes, a Workforce Coordinator for our answering service. Shane has been with the company since March of 2014, and in this position since June of 2014.
What’s your role with Answering Service Care?
I schedule each day for the answering service, which means working with the schedules of 130 people over a 24-hour time period, every day, covering seven days each week. My co-worker Natasha and I split one week each time and use a scheduling tool and past call data to coordinate and set the schedules, all at least one day in advance.
I also look for and fix “missing punches,” meaning that I find instances where people are missing timesheet punch-ins/outs for lunch or the end of their shift and I fix those before the information goes to payroll. I smooth the way so things can be done more efficiently and without questions or delay.
What is it like to work with this company?
I started as an agent on the phone. I have moved up quickly, and it has been awesome. I love this company. It’s so family-oriented, and everyone makes you feel welcome and a part of the family. I like the atmosphere in this company more than any other I have worked for, I really love my job and I appreciate the opportunity to have this title.
Have you learned any important lessons while working here in this job?
Yes! I’ve learned about maintaining professionalism in every circumstance and always showing positive vibes so that it will reflect back to you. If you are dealing with someone who is frustrated on the phone, you want to have them happy with both the company you are representing and with the service of the answering service. I have also learned that if you work hard, your work will be noted, and that really motivates me. I also do my best to eliminate as many errors – and chances for error – as possible.
On the job, I like learning the different softwares that the company uses. Knowing more about these tools helps make me more knowledgeable about the business side of the answering service. Anything that I can be exposed to I am open to accepting and to taking on.
I really want to thank Cynthia and Natasha for all of their support and encouragement, and for giving me some great opportunities.
What kinds of things do you like to do outside of work?
I am a family person and I love to spend time with my family, which includes my mom, my dad and my sister. I also love to play basketball; right now, I play pick-up and I used to coach boys ages 11-13 and 14-16. I also like to watch sports a lot –I love my Florida teams, including the Heat, Dolphins and Panthers.