ItelBPO pursuing quality, integrity, liability
Shurland Buchanan was still uncertain of the career path he would take when he applied for his first job in the BPO industry 11 years ago. In fact, his mother was of the view that his ability to connect with people made a career path in the class room a perfect fit, but the St Mary’s College old boy was fixed on becoming a marine biologist and admittedly took his first job in a call-centre operation just to earn a few bucks. However, as fate would have it, he fell in love with the industry and today heads the department that is responsible for the training and career progression of all levels of the workforce at itelBPO Smart Solutions, He is also responsible for the quality management of the company and their clients. “I pursued anything I could get my hands on that allowed me the ability to understand how technology works because one of the things that has made me evolve continually is that I want to see how best to use technology to enhance learning, because everyone learns differently,” said Buchanan, who is now pursuing his MBA. He holds certifications in CCNA, CCNP, Business Administration, Six Sigma, Data Mining, and Advanced Learning Development Programmes.
“There are different learning styles; not everyone learns the way they did five or 10 years ago, and I realised that I not only had the ability to dissect and analyse how people learn, but it became a fascination,” he continued. “Seeing people succeed is like fuel, and the only thing that feels better is when that success can be achieved by a group made up of different personalities from diverse background, with one common goal.”
Buchanan joined itelBPO when there were only 20 employees just over four years ago and speaks with pride of the role he was allowed to play in its development and growth to a 1000strong labour force at four sites.
“My vision for itelBPO is that we continue to grow and grow properly and that the vision that Yoni shared with me in the beginning will be maintained ... quality, integrity, liability and most importantly family. Shurland Buchanan VP Training & Development