Kath Chivers - Vice President, Sales Operations, FirstSource.
FirstSource is an OSP operating out of the UK, Ireland, Asia and USA, we have over 30,000 employees and specialise in Media, financial services and telecommunications. I currently head up the Welsh business and 4 high profile clients, 3 of them being in the media industry. I currently have approximately 1,500 staff in Cardiff and we are fiercely growing our footprint across the UK.
My career in contact centres started in 1995 when I returned to work part time as a customer service advisor after having 3 sons, my career progression took many routes in the areas that support the business, including risk and fraud, managing desktop support, training, quality and business support. This gave me the experience to come back into the Contact Centre Management arena, heading up the Swansea commercial centre and Bridgend sales & service centre. In 2009 I left the bank and moved into the world of outsourcing, working for Conduit heading up contact centres for a mobile client in Cardiff and Swansea and then a media client. I have been in Firstsource for over 2 years, joining the company in June 2012, where my career has continued to grow. I am the proof of successful careers in contact centres, a great avenue to develop and grow if you are willing to work hard.
My passion is for my staff and never forgetting what is it like to speak to our customers and give a great service every day, your people is the success of every business. My focus is my staff and doing an outstanding job for my client, if you deliver this the rest looks after itself. I feel honoured to have had such a great career in such an amazing industry.
Personally, I am married and live in Penarth with my husband and one son still at home, in my personal time I like walking my dog and cooking for family and friends I am a real foodie