Achieving success: My career journey to operations manager 

Tumelo Mohlatlole, who started her journey in 2010 at Startek^®, is grateful and proud of the opportunities, challenges and growth that shaped her career. For 14 years, her journey has been marked by diverse roles and enriching experiences — from an agent to Operations Manager at Startek South Africa. 

In this blog, Tumelo reflects on the journey that brought her to this role in driving operational excellence and fostering a culture of success within the organization. 

“Starting as a call center agent, I never imagined the journey awaiting me. It was a challenging yet rewarding experience as I had the opportunity to assist customers and resolve their issues while honing my skills in multitasking and problem-solving. Little did I know, this role would be just the beginning of my journey. 

After a year of taking calls, I was chosen to transition from an agent to a Subject Matter Expert (SME). It was a moment of validation for all the hard work and dedication I had put into my job. This new role allowed me to share my knowledge and expertise with agents during their onboarding process, guiding them through the ins and outs of the job. Serving as an SME was incredibly fulfilling as I had the chance to positively impact the success of my colleagues and the team's overall performance. 

Eager to take on new challenges and expand my skills, I pursued internal job postings within Startek . This led me to transition into the role of team leader, overseeing a group of dedicated agents, ensuring they met their performance targets. This helped sharpen my leadership abilities and contribute to the success of the team. 

Through dedication, hard work and the support of my colleagues and mentors, five years later I eventually rose to the position of Manager of Operations. In this role, I am responsible for overseeing the day-to-day operations of the campaign, managing a team of talented individuals and driving initiatives to improve performance and productivity. It's a role with its own set of challenges, but one that I am honored to undertake as I continue to grow and evolve in my career. 

At Startek, there is a strong emphasis on providing comprehensive training to support associate growth and development. I had the privilege of participating in the apprenticeship training program, which played a crucial role in shaping my career path. These programs were incredibly informative, offering guidance on my potential career trajectory, explaining where I could go, and how to get there and outlining the specific steps to take. The programs were fascinating and instrumental in providing all the necessary information to make informed career decisions. Additionally, the leadership and skill development training called Generic Management that I undertook equipped me with the tools and knowledge to confidently advance within the organization. I also attended training provided by the Commission for Conciliation, Mediation and Arbitration (CCMA) to deepen my knowledge of labor law. This training equipped me with dispute resolution skills enabling me to chair hearings within Startek. 

As an operations manager, one of the Startek values — Working Together — is at the core of everything I do. Throughout my career progression, I witnessed firsthand how collaboration and teamwork drive our collective success. Leading a diverse team, I see how different perspectives and skills come together to create innovative solutions to achieve our goals. We foster an environment where open communication, mutual respect and teamwork are paramount. By actively engaging with team members, encouraging the sharing of ideas and supporting one another, we tackle challenges more effectively and innovate continuously. This collaborative spirit only enhances our productivity and builds a strong, cohesive team that thrives on collective success. Embracing the company's commitment to working together has been instrumental in driving my professional growth and the overall performance of our team. 

Reflecting on my journey from agent to operations manager at Startek, I am profoundly grateful for the foundational experiences I gained in those early days. Starting as an agent allowed me to understand the nuances of customer interactions, develop essential communication skills and gain a deep appreciation for frontline challenges and opportunities. This firsthand experience was invaluable in shaping my leadership approach and empathy towards my team. I always advise new and young professionals embarking on their journey to begin their careers as agents because it provides a solid grounding in the company's operations and culture and a comprehensive understanding of the core business. This experience not only builds a robust skill set but paves the way for meaningful career advancement within the organization.”