Cristina Man, GM & Founder of Valoris Center: The unexpected pandemic context became a catalyst for the digital transformation

In the current extraordinary times defined by sudden and major changes in the way we work and live, business professionals must prove their ability and agility to address the pressing challenges. However, the sustainable way of doing business is at the core of the modern world as we know it.

This is why, for the end of this year, Outsourcing Today started a editorial project “MOVING THE BUSINESS FORWARD” consisting in a series of interviews of the high-leveled professionals, CEOs, GMs and leaders of different departments of companies acting in local industry.

Outsourcing Today talked within a recent interview with Cristina Man, GM and Founder of Valoris Center in order to learn more on the manager’s perspective and the company’s objectives in 2020 and 2021.

The leader’s vision:  entrepreneurial thinking, self-discipline along with understanding employee diversity

These are the essential skills for a leader to deal with any kind of work environment. I also need to mention coaching as a strong ability for a leader along with own learning skills. In addition, considering the high dynamic of the current economy I think resilience is a key differentiator for a thriving leader.

In such an extraordinary year as 2020, and probably 2021 also, I think we mainly need to address primary needs. We need to feel safe, we need to belong, to feel hopeful and optimistic. Luckily, if we were to look for the bright side, 2020 gave us the opportunity to discover the physical distance can be easily managed with technology. That we can feel both safe at home, but still connected to the hive, still part of a team, still necessary and important. We managed to maintain relationships and, due to a strong focus to support remote working, we succeeded in developing even stronger ones.

While we continue to be the same reliable and flexible partner, we also value the importance of adapting our organization

We seek to respond successfully to future estimated changes, especially to those related to organizational culture and working from home. We are already pursuing AI&RPA to optimize organizational processes, and this is a journey that will define 2021 for sure.

The unexpected pandemic context became a catalyst for the digital transformation. Process automation can make the difference in a challenging situation. In all sectors, companies now accelerate the adoption of new technologies.

Often being associated with human presence, the call center business is no exception to the ongoing automation adherence process. The future starts in this second, and we must be prepared. 

For 2021 hopes convert to wishes, to safely eliminate the restrictions regarding physical distancing so we’ll be able to meet without constraints

The main concern for 2020 is people’s health, both for Valoris’ team and for our partners organizations. The pandemic context redefined our goals and priorities, by constantly teaching us valuable lessons on healthcare, prevention and the most important, care and concern for each other.

Working during 2020: Thriving on flexibility

To begin with, our focus was to find the best solution to preserve the activities people enjoyed (e.g. Valoris Olympic games, Halloween party, team buildings, etc.). We had to comply with the new environment and to adapt as accurate as possible. In the past we managed to build a positive vibe around these events and we committed to settle this feeling into the “new” normal, as a part of our permanent organizational culture.

We made this possible by enhancing the communication channels, optimizing the audio and video interaction, so people can easily communicate even if they are not in the office. This also led to a smooth transition for the daily activities.

Another internal measure was to increase the people’s hold working schedule, by allowing a more flexible approach, where it was possible.

Regarding our business partnerships, we have been always thriving on flexibility, therefore we worked close with our clients and together we adapted the services to the new context, looking for practical solutions. As the market required, we either increased or decreased the number of people accordingly, in order to have a fast and suitable reaction to the unprecedented challenges this year brought us.

Last, but not least, the spotlight is on empowerment, trust and building business continuity solutions for different scenarios. In my opinion they are mandatory to keep being a successful and healthy organization, in unprecedented times.