Daniela Ecaterina Micusan, GM Majorel: In order to meet the current challenges, we need to find the perfect combination of people, technology and global synergies
Rebranded as Majorel of the former Arvato last year, the company has seen strong new business growth in 2019 in comparison with 2018, which has allowed the company to broaden their global footprint by entering into new countries and to expand their global workforce to more than 50,000 people.
The company expects a headcount of 1500 employees in 2020, from 1100 in 2019, for its locations in Brașov, Sibiu, Cluj Napoca, Bucharest. “We’ve seen great traction for our approach of combining the human touch with digital, recently being named by top analysts NelsonHall as a leader in cognitive CX. The outlook for 2020 is exciting, as we seek to further extend our global footprint and strengthen our position as long-term partner for our clients, who are often leaders or digital disrupters in their respective industries. On a local level, 2019 was the year where we stabilized the relationships with existing customers and where we developed smaller projects with back office activity,” Daniela Micusan General Manager of Majorel told Outsourcing-Today.
Company’s expectation for 2020 is to attract talent offering high-end solutions for all service industries
Majorel sees a rapid growth and change in the customer experience industry, according to company’s manager. “In order to meet those challenges, we had to find the perfect combination of people, technology and global synergies. Several categories of bonus schemes were implemented according to tenure and performance criteria. Business service excellence is driven by continuous learning and development initiatives on areas like: leadership, strategic planning, customized daily operational models, regular reviews with customers and stakeholders on further development potential. The investments we’re making in our people, in data, in technology, and in our regional network, will allow us to continue to deliver the transformation and reliability our clients need in our constantly changing world,” Daniela Micusan says.
Majorel has seen a great response from clients for its approach of blending human touch with digital solutions to materially improve CX metrics and deliver improved operational efficiencies. According to the company’s representatives, new tools and processes are being implemented on a group level targeting tailor-made solutions for RPA, monitoring tools and specialized BI solutions. “The digital era is moving incredibly fast, so several of technologies are developed as we speak, but we are determined to find the perfect balance between talent and technology, we even have an ongoing campaign that emphasizes the fact that we take the best of both worlds,” Majorel’s representative adds.
Digital solutions and flexible models for remote working are just one side of the current visions for the company’s stakeholders. Another example gave by Daniela Micusan would be in solutions that include customer satisfaction survey tools, learning management systems, a knowledge base and app simulators. “An app simulator helps a customer service representative to resolve the end customer’s problems quickly and efficiently by making it possible for him or her to understand the customer’s problem by reconstructing how the app is used without having to access devices such as the customer’s smartphone or sensitive personal data,” Daniela Micusan explains.
Quote: Daniela Micusan General Manager of Majorel: Due to the rapid growth and change in the customer experience industry, we had to find the perfect combination of people, technology and global synergies
The best recruitment strategy addresses all channels available
The company will continue recruiting for most of their businesses in Romania and they expect a minimum of 10% increase of the existing headcount. At the end of 2019 we had almost 1100 employees split between all our locations in Romania – Brasov, Sibiu, Bucharest and Cluj Napoca. The company is looking for good language skills, real team players, who are driven to achieve success in the customer service field. “Taking into consideration the profile we are looking for, we strongly believe that the best recruitment strategy addresses all channels available including online campaigns, presence at local creative events and internal employer branding. All these efforts combined create a successful database of highly skilled candidates and a good visibility on the market. Nevertheless, we will also invest more into talent programs meant to develop the existing management team as well as other colleagues interested to promote and enhance their skills,” Daniela Micusan says.
In terms of HR strategies, the company’s main focus will be around in depth understanding of factors such as motivation and language or technical knowledge of our candidates as well as those of our current employees. “This is one of the reasons we are also looking into creating the best candidate experience and therefore developing the team of interviewers in the same direction. In addition to the current training curricula, special interviewing skills workshops are being delivered to the members of the management team with the purpose of increasing the attractiveness of the company and our vacancies from the first face to face interaction with our company. We want to make candidates feel welcomed and understand what we do from the first recruitment steps,” Daniela Micusan explains.
About learning and development, last year, the company’s middle management had the opportunity to have a master with Six Sigma methodology, helping them to lead top-quality projects and mentor others and they also had other important certifications based on different specialized disciplines, from ISO and Agile certifications, to Digital Marketing Strategy Diploma. All our employees had free access to online courses. “Definitely we see a strong need in developing educational programs and helping our community with tools and means to support this in the best way we can. Since our work focuses around people, our responsibility follows the same path. We feel society needs values, stability, healthy learning programs, confidence and a splash of positivity. We already launched few projects that boost awareness, whether we are talking about health, personal well-being, or environmental issues. If people have the opportunity to understand, they will act accordingly,” Majorel’s GM adds.
The company’s goal for 2020 is developing Mentorship programs, boot camp initiatives for overheads and leaders and various partnerships with universities.
Daniela Micusan General Manager of Majorel: Always keep in mind excellence brings happiness in your life and your reward will be the gratitude of the customers you helped solving their request. You can make the difference in each interaction and enjoy the positive outcome. Dare to do more and go the extra mile.