CHARLOTTETOWN — Veteran call center employee, Mike Nicholson, whose tenure began in late November 2021, has been promoted to Senior Operations Manager effective immediately. This is as per a recent press release from Global Customer Service Operators (also known as GCSO), a local customer contact center specializing in inbound and outbound calls that has been located in Charlottetown since early 2020.
“Mike’s impressive tenure, combined with his amazing attendance record and customer service survey results, really impressed us,” said Christie Samuelson, Regional Director of Human Resources at GCSO. “And besides, he must be planning on being here for a while!”
Samuelson also explained that his seniority really set him ahead of other candidates, as the average tenure for this contact center is currently 6.5.
“That’s 6.5 weeks, not days, on average, before employees become so disillusioned with the job that they would prefer working anywhere else for less money. Not 6.5 days anymore. We really turned things around in the summer when we added air conditioning to the production floor,” said Samuelson.
“He’s a great worker, and he really didn’t hang up on people that often either,” added Clem Rogers, Executive Senior Leader. “He’s been here almost as long as I have, and his experience really shows that he is the best possible choice for this position.”
“Hey, are you hiring?” added Rogers.
The new position’s responsibilities include day-to-day operation of a 24/7 contact center, full control over employee recruitment and dismissal, telephony and network integration, liaising with municipal, provincial, and federal government agencies, and having to take out the garbage twice per week. The position also includes a 0.15 cent per hour pay raise pending a 2-week probationary period, and two week’s paid vacation per year.
Previously, this position was held by four different individuals whose roles were combined in an effort to streamline efficiency. These employees were terminated, but were seen re-applying at GCSO for other positions.
At press time, Mr. Nicholson was unavailable for comment, but was last seen updating his LinkedIn profile and applying for a similar position at another call center.
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