News : Shaw Expands Staff to 500 at Uptown Call Centre in Saanich
Saanich, BC, Canada, May 22, 2015 -- A week ago, Donna Henschell relocated to Victoria from Kelowna to become one of almost 500 workers in Shaw Communications’ new call centre at Uptown.
"I look at this as a huge opportunity for my career," Henschell, 54, said Thursday. After 15 years with Shaw in Kelowna, she jumped at a promotion to supervisor, overseeing a group of 20 staff.
Henschell is among 30 Shaw employees who moved to the capital region after the telecommunications, television and Internet company announced in February it was restructuring its call centres in Canada. A total of 123 company employees have relocated to new locations.
The move brings Henschell back to the city where she was born. She left at age two but is making new memories by touring the region, visiting the Fairmont Empress and admiring the view from Dallas Road.
"I feel very lucky, very blessed."
When Henschell and her semi-retired husband sell their home in Kelowna, the plan is to buy another house in the capital region. In the meantime, she is renting.
Shaw has expanded an existing call centre in the capital region, which had 150 staff, and is moving into 31,500 square feet of space at Uptown.
Conversations with customers create a low hum throughout the space, on the second floor of the clock-tower building. By the end of July, the company aims to have about 500 employees on the call centre payroll.
The centre at Uptown is focusing on "loyalty care." That means retaining customers, as well as billing and payment solutions, said Sarah Miller Wright, Shaw’s vice-president of customer-care operations.
Front-line workers, who deal with customers, earn from $31,000 to $45,000 annually, Miller Wright said. About 80 per cent are full time and 20 per cent part time.
Greater Victoria’s call centre includes 30 supervisors, two managers and one director, along with the agents who speak with customers and support staff, Kucharski said.
Posted by Veronica Silva Cusi, news correspondent
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Published: Wednesday, May 27, 2015