At Greymouse, professionalism, empathy, and solutions are the heart of our Virtual Back-Office team.

Every time Shene’ thinks she has got this role figured out, something unexpected comes up. But that’s what makes it fun. New challenges, looking after people; herself.  At Greymouse, we believe leadership is a journey that never stops. Amid the Coronavirus pandemic, some team members are dealing with unspoken challenges. And because of that, the best approach is to double down on empathy says Shene’, and this is not a time for the “tough love” approach to mange the team.

Shene’ started with Greymouse back in March 2016 as a Virtual Assistant looking after shared clients. It’s fair to say she has progressed extremely quickly here at Greymouse. Within a few months, she was offered to look after a dedicated client, after two years she was moved into the Virtual Back-Office team.

Shene’ and her team of nearly 20 agents, all work from the busy remote Greymouse Fiji office. But thanks to Shene’, they are a tight-knit group, focused on working together to help 𝐋𝐨𝐰𝐞𝐬- 𝐄𝐳𝐲-𝐖𝐚𝐲 𝐃𝐢𝐯𝐢𝐬𝐢𝐨𝐧 customers.

It’s Shene’s job to stay in touch with her team throughout their shifts, making sure everything is going well, helping those who need assistance. The first thing Shene’ does every day is to go through all her emails and action them accordingly. She checks to make sure if there are any pending emails or tasks from the previous day or if there’s something urgent that needs to be done, or if there’s an important update that needs to be sent to her team.
From there, Shene’ then goes onto:

Checking agent’s reports from the previous day to track their progress.

Organizing her team for the day.

Customer service – answering calls and emails.

Preparing reports being submitted to the client.

Handling any queries or escalation from the team.

Shene’ feels like her most important daily activity is one-on-one coaching       meetings with the team.

For a team to function successfully, Shene’ usually motivates the team by creating targets and having team competitions to achieve the agent’s and team’s goals. When Shene’ motivates her team, she finds that everyone can function in a goal-oriented manner. It’s all in a day’s work for Shene’. “I feel like I have accomplished something when the team is doing well. When they feel accomplished, I feel accomplished,” says Shene’.

Shene’ has worked in some large companies and the one thing she noticed when joining Greymouse was that she didn’t feel like a number. From day one, she felt like Greymouse was more like a family- with everyone being so lovely and welcoming. “Greymouse seems to care about me and my career. They have given me some amazing opportunities. My contributions are always recognized, and I feel so valued,” Shene fondly recalls.