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Meet the new ATA Chapter Chair for Queensland, Rebecca Wilson
1.What is your professional background and current paid role?
First introduction to call centre industry was in 1995 with “Galaxy TV” in Adelaide. Although the company didn’t last (perhaps due to some interesting KPIs), I was immediately hooked on the spirit and culture of call centres. A role with RAA Insurance was followed by 7 years with Australia Post where my passion for call centres was combined with that of developing people and I officially started my career as a learning & development professional. I have been with A&G Insurance since February 2009, coming on board as their Call Centre Training Manager.
2.What about personally, who are you when you're not at work?
It’s all about family. My husband, Michael, and I have one 13-year old daughter. We all share a love of reading, movies and travel. Michael and I are also keen wine buffs (and drinkers!), probably as a result of the 8 years we spent living in Adelaide.
3.What's something from your past that most people don't know about you?
I almost died when I was 10 months old…
I used to work in the Waste Management industry and specialised in hospital waste audits! Lovely stuff!
4.How long have you been involved with the Qld Committee?
Went to my first SIG in 2002 and joined the committee in 2005 (I think), helping with Professional Development. Was on Professional Devt sub-committee until this year.
5.What portfolio do you look after within the Qld Chapter?
QLD Chapter Chair
6.You put so much effort into the ATA - what drives you?
The thing that struck me when I attended my first SIG was the extent that call centre people are willing to share and learn from each other. Being able to facilitate this via the ATA and seeing others get as excited as me about the industry is definitely the driver for me…that and the fact that the others on the QLD committee are such awesome people who I love to spend time with.
7.What do you think are the strengths of the Qld Chapter of the ATA?
See previous point – the secret of our success is the range of backgrounds and expertise…and the fact that we all like a drink!
8.What do you consider as your biggest ATA success/what are you most proud of?
Being elected as Chapter Chair, having earnt the respect and support of my fellow committee members, all of whom have incredibly extensive experience in the industry.
Feedback from the Call Centre Managers’ Lunches that I was responsible for organising for the last couple of years was overwhelmingly positive – great location, yummy food and thought provoking guest speakers!
The Professional Devt committee in 2008 was able to deliver a significant number of really effective learning experiences through our Special Interest Groups. These added significant value to the membership of all the organisations who attended.
9.Is there a particular aspect of your business experience that has contributed toprogressing the ATA's agenda?
I have had a broad range of experiences across the industry. While my specialty is in L&D, I have acted as Call Centre Manager with Australia Post, been involved in starting a small centre from scratch, working on national communication projects and other strategic roles and learnt most aspects of workforce planning and reporting. As such, I am able to identify with the needs of different areas and roles that make up our membership and assist with tailoring events and professional development opportunities that best meet those.
10.Why would you recommend people joining such a committee - or subcommittee?
The opportunity to give something back, meet some fabulous people and learn lots.
11.What are your top three priorities for your role in the year ahead and ATA?
I am currently working on a project to define the leadership capabilities required by our business to drive future success and what development initiatives will be required to ensure these are embedded. We have also just had approval to implement a LMS! As far as the ATA goes, ensuring that our members in QLD get the maximum benefit from their membership is our number one priority.
13.What does your perfect committee meeting look like?
The QLD committee is pretty close!
14.What is your worst memory relating to the ATA?
My hang-over after our committee Christmas party last year???
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