New Priorities Changed Focus, But Not Goals

What modified probably the most, from pre-pandemic to now, in your function?

I’ve been with TTEC for greater than eight years. I used to be in finance in a pricing function beforehand, and the 12 months I took over the journey supervisor function, the pandemic began. I had not managed journey previous to the pandemic.

For managing journey, it was largely like the corporate was managing assets, ensuring that we do not overspend, managing spend, managing security. Now [travel management] shifted to being a precedence. So we aren’t as involved in regards to the volumes of journey, and we’re not as involved about traveler satisfaction. We’re extra involved about how secure they’re and that they’re compliant, so we are able to observe spend we are able to ensure that every thing’s going [well]. This has grow to be a No. 1 purpose in my world no less than.

Is this elevated degree of enforcement coming from the highest?

Yes. It comes from the C-suite. And the opposite a part of it’s that in the course of the pandemic when journey stopped they realized how a lot cash they had been saving by individuals not touring. So that was like very candy sweet, no one desires to offer that up. They do understand that face-to-face interplay is essential, however they nonetheless push this trade-off. Like, “how many individuals [do you] suppose must journey?”

How are the vacationers themselves reacting to this?

It will depend on their character. Some persons are like, OK, I have never traveled, so I haven’t got to I needn’t, however some persons are so desperate to journey. They are pushing for face-to-face interplay, and that is how they know do enterprise. So you possibly can’t actually inform them to do it otherwise.

Has TTEC’s construction round journey modified? Your division experiences to procurement, proper?

Yes, it has modified. The TTEC journey division was a part of procurement beforehand, then sooner or later it turned a self-standing division reporting to authorized counsel. Then from authorized counsel, it [moved to] enterprise providers. And now, we’re again in procurement reporting on to the CFO. It’s been form of thrown round a bit.

Does which have any impact on the way you handle issues, when it comes to your home within the group? Are you going to be assessed in the identical manner?

Not actually. The targets are the identical, however priorities can change, the main target can change, and there’s form of a unique lens to take a look at issues now, however aside from that, no, all of the targets are the identical.

Do you end up coping with different departments extra? Are individuals Across TTEC on the lookout for different issues from you?

People attain out for data, particularly within the pandemic. Even the restricted quantity of people that had been touring would attain out for data, like what documentation they want. But now we’ve nearer ties with the human assets division and with safety and security—the people who find themselves taking a look at this companywide. Other than that, it is nonetheless the identical.

What are you maintaining your eyes on when it comes to potential challenges over the following 12 months?

If the enterprise is basically going to return to enterprise as common, and other people come again to carry out their roles as they’d been doing it beforehand, or if it’ll rework into one thing new as a result of executives are pushing to chop prices on journey. At this level it is nonetheless unsure and it is nonetheless form of forming. There are many departments and completely different guidelines. I believe for some departments it’s going to fully rework to digital interactions, and for different departments, it’s going to keep because it was beforehand.

Given that you simply got here up outdoors journey after which got here into it, is there a chance if journey cutbacks proceed, they may redeploy you into a unique side of the group?

It is feasible. Coming from finance, from pricing, I’m well-equipped on the reporting aspect and knowledge aspect as an analyst. So I used to be collaborating in all types of different tasks and dealing with different departments earlier than. If the corporate decides to outsource [travel management]it’s going to be high-quality.

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