Monitoring multiple queues within a call centre environment across multuple sites in the UK; identifying any issues with agent activity and/or systems and reporting on this as well as working to resolve.
Moving agents between queues to ensure optimum staffing levels.
Reporting on incoming / outgoing workstreams to SLT.
Reacting to major incidents.
Planning pre-day activities and schedule adjustments to provide optimum service to clients.
Providing analysis for internal and external stakeholders on agent data and performance.

Checking capacity on all queues.
Checking and amending schedules for the departments I'm looking after.
Monitoring agents in a call centre environment using our WFM tool and reporting on discrepancies.
Chasing up discrepancies and getting logs/overrides where necessary.
Monitoring performance intraday so we can halt any activities should service levels reduce on any queue.
Writing reports to SLT.
Providing a schedule fit for the evening (post-6pm) so service can improve / continue until the call centre closes.

Multiple systems and the fast pace makes the job exciting. We often have to build tools for other areas as Excel experts which is also really cool.

There's often a lot of work / repetition required to embed a new idea or concept. Our call centres are almost 1000 people in total so we have to gain stakeholder trust.

I really like the interaction with people from different roles from advisor, manager and even up to SLT. The linguist in me likes speaking to people from different areas of the country. I'm also really keen on Excel tools and using Excel to innovate.

Excel skills. I also use the avid linguist in me to gain trust and build relationships with many levels of staff (up to SLT/OLT) which is useful in my role.

Since leaving university I have trained as a Barista, worked in Spain for an Insurance company and as a language tutor and also for a Spanish bank here in the UK (Santander who took over Abbey National). The focus of my work has been call centre/customer/finance focused as this is an interest.

I've recently created some online lessons, so I would love to expand and start teaching privately again. I'd like to further my career with StepChange and move into management or project work.

Have a think about career prospects and research the areas you can go into. With languages it's not all about being a Translator! I'd also read student experiences of the Year abroad as for some it can be a bit of a shock when you move away from the UK for a while. Get involved in the departmental society/play/student council as it's really good to add to your CV. Oh and enjoy it! Languages are an invaluable skill.

Being at Sheffield School of Languages and Cultures has given me confidence in my own language abilities as well as an appetite for more. Languages and culture are the foundations of human interaction and can play a huge part in how we learn about one another.