Trust: The foundation of a promising career

MANILA, Philippines — What do you look for in an employer? Maybe it’s a good salary, a hospitable environment, legroom for growth, or maybe all of the above. And while all these things are certainly relevant, there’s one more thing you need to survey before you sign: the presence of trust.

Take a look around your prospective office. Do the other employees look collaborative or are they huddling around the pantry complaining about their bosses? Do they get to go home when they’re done for the day or do they spend more time in the office than they need to? 

Besides the benefits and the fat paychecks, you need to look for a sense of trust — that your vacations leaves and your sick leaves will be respected; that you will be trained when there is something you don’t know; that there is room for growth when that trust becomes mutual. That’s how you know that there’s potential for you to develop.  

After all, trustworthy companies build engaged workforces and efficient work environments, while untrustworthy companies, not so much.  

Here are 3 stories of employees who have gone the distance because of a company they could trust: 

Paying it forward

Jelaine Macaraeg started off her career as a call center agent. After 3 years, she decided to switch careers, to try to break into the marketing and advertising industry. It was a “Catch-22” reality, she said, as no one would hire her because she lacked the experience, and so she couldn’t earn the experience to eventually get hired. 

So after a year of financial drought, she applied to be a call center agent once again, this time at BPO Company, Sitel. 

“I was one of those people who got into a call center job thinking it was a temporary job or an ‘in-between’ job before I get on to start my ‘real career,’” Jelaine says. But now, her career is in full swing after she rose through the ranks to become a site quality manager. 

“I think it’s time for me to pay forward the kind of support, trust, the training, the mentorship that I’ve received over the years — over the past decade, really,” she says. “I feel it’s now my turn to create a vision for my team, and how they would develop, and how I can help create leaders, and for them to be able to do that as well.” 

From the bottom to the top

Chie Fortuna is a mother of 2 whose career is a played out projection of what many call center agents’ could be. Hers is the classic story that growth comes with consistency and dedication. 15 years ago, she was a call center agent, at the bud of her career. And throughout her journey, has been promoted time and again. Now, she’s the Vice President of Operations for Sitel.

“Consistency promotes growth,” she says. “Numbers will follow.”  

As a manager, she takes pride in the fact that her company “treats human beings as human beings.”

Chia says: “We are very big in prioritizing our people. All our efforts are geared towards employee satisfaction because we believe that once our employees are satisfied, there comes financial stability, and there comes stakeholder satisfaction.”

Never giving up

Portia Timbreza started out as a cashier for a local fast food joint. She would wake up every morning to serve hungry customers, and felt unfulfilled by the long, tiring hours and the meager pay. So after a couple years, she decided to try out working at a call center. 

Unlike Chie or Jelaine, Portia was a walk-in applicant who didn’t get hired the first time around. But because she was adamant about working there, Sitel recommended she attend the Sitel Academy to improve her communication skills. 

Her happiest memory, she says, was when she became certified as a coach — the one who helps call center agents meet their metrics and goals. But she’s even happier that now, she can afford to visit her old fast food chain and be the one lining up to make an order. 

“If you love what you’re doing, it wouldn’t feel like work,” Portia says. 

What’s the takeaway from all this? That trust is a two-way street. Work for a company you trust, and work hard enough to earn theirs. And eventually, you’ll get to where you want to be. — Rappler.com