People of VCC: Meet Our Team
May is the month of diversity in the European Union, and we at OEX Voice Contact Center want to celebrate this occasion by showcasing our team full of passion, dedication, and exceptional talents. In this article, you will meet Katarzyna Skrzypiec, Project Manager and BOT Trainer, and Rafał Włodarczyk, HR and Recruitment Specialist.
Katarzyna and Rafał are not only experts in their fields but also inspiring examples of how diversity enriches our work environment and fosters innovation. Both play pivotal roles in our team, supporting the development of modern technologies and recruiting top talent.
Katarzyna Skrzypiec,
Project Manager & BOT Trainer
How long have you been working at OEX VCC?
I have been working at VCC since 2015, and in the New Tech team since November 2022.
What is your role in the New Tech team?
I am a Project Manager and BOT Trainer. I handle comprehensive project management, from defining the project scope through planning, overseeing implementation, quality control, and finally delivering the product.
Furthermore, I am responsible for coordinating the team’s work, managing communication between stakeholders, and keeping the project within the agreed budget and timeline. Additionally, I continuously monitor progress and make necessary adjustments to ensure high quality and compliance with client requirements.
What does the New Tech team do?
The New Tech team operates on three levels:
- analytics,
- technological support,
- Primebot — our intelligent conversational bot.
For the bot projects, we design, create, and implement advanced AI-supported voicebots.
In the area of tech support, our team develops and implements the latest technologies to streamline and automate the work of the operational teams.
What do you like the most about your job?
One of the aspects of my work that I truly value is the constant dynamism — there is no a dull moment.
I can engage in new projects and continuously learn, which is incredibly stimulating, especially in the fast-paced tech industry. The challenges I encounter along the way add flavor to my work and allow me to grow both professionally and personally.
What truly sets my job apart and makes each day special is the people I work with. My team consists of top-notch professionals; they are wonderful individuals, full of passion and dedication, which makes working with them not only efficient but also incredibly enjoyable.
What an interesting project or a tool have you recently been working on?
I’m constantly working on something interesting. Apart from enhancing existing technologies and tools, we keep an eye on what’s new in the world and experiment with various solutions, such as creating distinctive voices using advanced generative AI, refining speech recognition for specialized terms, for example, drug names, and integrating a bot into MS Teams to coordinate breaks scheduling in our dynamic contact center team.
Rafał Włodarczyk,
HR & Recruitment Specialist
How long have you been working at OEX VCC?
I have been working with OEX Voice Contact Center for over two years as an HR and Recruitment Specialist.
What is your role in the HR team?
I work in Lublin, where there’s a lot going on – two modern offices, dozens of projects in various industries, and a team of several hundred agents. At OEX VCC, I mainly handle recruitment processes for customer service agent positions for all Polish-language projects, as well as for the management roles. Additionally, I collaborate with the team on HR initiatives, such as job fairs, student meetings and organizing contests, and other events.
My workload is mainly dictated by the needs reported by the operational departments. The beginning of the year is usually very calm – there’s more time for organizing various initiatives. However, the third and fourth quarters are times of many challenges – projects preparation for the holiday and Christmas period, increases in demand, and seasonal projects – resulting in many recruitment activities.
On average, we onboard around a hundred new agents per month during peak times. Consequently, my calendar is filled right up to the top with meetings and onboarding training sessions for new colleagues.
What do you like the most about your job?
OEX Voice Contact Center is a place where there’s never a shortage of new challenges – the Lublin branch is constantly evolving, forming new partnerships with clients. This requires constant adaptation to changing conditions, which, on the one hand, keeps things dynamic and prevents stagnation. There’s always something happening.
In the HR department, I particularly appreciate the good fellowship and the support we provide each other in difficult situations. What I enjoy the most in my job are the recruitment meetings, which give me the opportunity to meet new people and listen to their professional experiences.
What interesting project have you recently been working on?
One of the most interesting initiatives I’ve been involved in is organizing and participating in job fairs and student meetings. These events are crucial for attracting new talents and showcasing VCC as a dynamic workplace. I also enjoy working on onboarding and training programs for new employees because they ensure preparation and smooth integration of individuals into their roles, contributing to the overall success of our projects.
Summary
Diversity is a key element of the culture at OEX VCC, and our employees are its best reflection. Katarzyna and Rafał are just two of the many individuals who contribute to our dynamic and innovative work environment. Thanks to their dedication and skills, OEX VCC continues to evolve, delivering the latest technological solutions and ensuring the highest quality of service.