How to Make Space for an Emotionally Intelligent Employee Experience with Alan Winters, Chief People Officer and Chief Diversity Officer at Teleperformance Group
Episode description
This episode features an interview with Alan Winters, Chief People Officer and Chief Diversity Officer at Teleperformance Group, the worldwide leader in outsourced omnichannel customer experience management. Alan is responsible for HR, learning and development, and talent acquisition at Teleperformance Group, which has over 420,000 employees across 88 countries around the world. Alan was born to lead a truly global and diverse company, having lived and traveled around the world with his family growing up. In this episode, Alan talks about trying out new technologies like the Metaverse, what it takes to be a certified Great Place to Work, and how hiring a diverse workforce benefits your bottom line.
Quotes
*”In our world today, you have to have a broad view. And you have to have diversity with an open mind to understand where people are coming from. Or if you put it in today's vernacular, the ‘emotional intelligence’ to understand how people interact with you, how they hear what you say, understand or take or do, et cetera. So I think my background has enabled me to have that broad thought process to think that way naturally. And it's helped me in my career.”
*”Our people know we're interested in what they're thinking and feeling. And more importantly, we take action on what they say.”
*”If you have a vast, diverse workforce with different perspectives and mindsets, that allows all of those creative ideas to bubble up and to people to feel comfortable to say, ‘Hey, let's do this, or this, or this.’ And that drives right down to, we firmly believe that if our people are satisfied and happy at work, they'll provide good service to our clients and therefore our clients will be happy. And that is a direct reflection on the bottom line.”
*”We have this gamification, or we're testing all sorts of new training methodologies to get people through training faster and make it more exciting. Because from a work-from-home environment, you just don't want to be in your home office in front of the computer for eight or nine hours a day. We have to make it really engaging. So we're using those types of technologies to really revolutionize how we deliver that work to our people.”
*”[When handling employee feedback], the key is you listen, you react, and you communicate with what you find openly. If you do that, people will have confidence in an escalation process. They'll have confidence that you value their opinion and people will be more apt to express their opinion because they know it'll be listened to.”
*”It's important for people to know that you're human. And because we're human, we all make mistakes. I think in order for anyone to be a good leader, the people you work with need to understand that you make mistakes and it's perfectly fine to make a mistake… And why that's important from a business perspective is the faster you understand there's a mistake made the easier it is to fix it. If it festers and continues on and on, it may end up being a much bigger problem a few weeks or months down the road. So you wanna create that environment from a leadership perspective so you know what's going on and you can go fix the problem, and you do that together.”
Time Stamps
*[5:47] The Flight Plan: Get to know Teleperformance Group
*[10:18] First Class: Best EX practices at Teleperformance Group
*[25:16] Turbulence: EX lessons learned
*[35:10] Advice for other EX leaders
Links
Check out Teleperformance Group
Thanks to our friends
This episode is brought to you by Firstup, the company that is redefining the digital employee experience to put people first and lift companies up by connecting every worker, everywhere with the information that helps them do their best work. Firstup has helped over 40% of the Fortune 100 companies like Amazon, AB InBev, Ford and Pfizer stay agile and keep transforming. Learn more at firstup.io