Gaining Confidence in Three Years — Thanks to Supervisors Who Guide Like a GPS

広報
Sep 27, 2024
4 min read

Updated: Jan 13

Operational Solution Department (T.O)

Please tell us about your work at THT.

I work in the Operational Solution Department, which is responsible for the management, operation, and maintenance of our clients' IT systems. Our team collectively oversees the operation and maintenance of a major company's call center system, which plays a vital role in supporting essential infrastructure.

We work directly on-site at the client's office to ensure smooth day-to-day operations.

What does your work specifically involve?

My daily responsibilities include managing call center operators' ID information, such as registering new users and updating existing records, as well as configuring telephone exchange systems. In addition to these routine tasks, I also handle unexpected issues, including responding to system failures and addressing client inquiries.

Our mission is to ensure the stable and reliable operation of the system.

What do you do outside of your routine tasks?

When our department's primary goal of maintaining stable operations is being met, we often have some downtime.

I use this time to focus on research, development, and testing aimed at improving overall operational efficiency. Although I had no prior IT experience, I have since learned to create macros and programs that are now used in our daily work.

Because the work in the Operational Solution Department often involves high-stakes tasks where mistakes can have serious consequences and recovery can be difficult, it's essential to proceed with great care. One of our core rules is that all tasks must be handled by at least two team members to ensure accuracy and accountability.

This approach also creates a very supportive environment. Whenever I take on something new, I can consult with colleagues and receive feedback or confirmation.

What do you find most rewarding about your job?

Our primary responsibility is to ensure that systems continue to run smoothly without any issues. Because of this, our work doesn't always stand out externally, after all when nothing goes wrong, it often goes unnoticed. However, in our field, hearing "nothing happened" from a client is actually the highest form of praise.

It's especially rewarding when the research and improvements we pursue behind the scenes prove useful in unexpected situations. For me, the challenge and satisfaction lies in the trial and error involved in creating an environment where, ideally, nothing ever happens from the client's perspective.

Another rewarding aspect is the supportive environment within our department, where I'm encouraged to take initiative and pursue projects that align with my personal interests, such as developing macros. This level of trust and autonomy has made my work deeply fulfilling.

What's more, this culture of empowerment isn't limited by tenure. Even team members who joined just a few months ago are already leveraging their strengths and making meaningful contributions.

How do you plan to approach your work in the future?

Just three years ago, I had no background in IT. Today, my goal is to grow into a fully recognized IT engineer. While there is still much for me to learn, I feel fortunate to work in a department with supportive managers and an environment that encourages me to take on new challenges.

Looking ahead, I hope to pass on the knowledge and guidance I've received, sharing what　helped me grow, and what I've learned is truly important, with newer team members who are just beginning their journey.

Having started with no experience myself, I believe the culture of the Operational Solution Department, where people are trusted to take on challenges from day one, has been a key factor in fostering my own sense of loyalty and belonging to the company.

If I can transform what I have learned through this growth process into structured training and educational practices, I believe it will lead to more consistent development of new graduates, strengthen the company as a whole, and help build a positive and sustainable company culture.

You're also interested in training others. How do you approach teaching people with no prior IT experience?

First, I begin by explaining the specific tasks involved in the job as clearly and simply as possible.

At the same time, I always make it clear that it's okay to ask the same question as many times as needed. Even if a question sounds repetitive, the context or the learner's level of understanding may be different each time. I believe this mindset is also essential in how we communicate with clients.

One thing I'm particularly mindful of is providing clear explanations that include the reasoning behind my answers. Rather than just explaining what to do, I focus on why it should be done that way and the logic behind it. When people understand the why, a simple "task" becomes meaningful "work."

I believe that nurturing curiosity and deeper understanding helps people find value and satisfaction in their roles. My goal is to act like a GPS navigator, supporting others as they develop an independent, self-driven mindset.

Like a car navigation system?

Actually, I have a pretty bad sense of direction myself.

However, thanks to my boss and senior colleagues who have acted like GPS navigation systems for me, I have been able to grow tremendously. Even when I felt lost, they didn't simply remove the uncertainty, they helped guide me from "anxiety" to "curiosity." That's the kind of support I mean when I say "like a GPS."

Please leave a message for us!

The greatest strength of the Operational Solution Department lies in its shared commitment to developing people. Through my work, I hope to continue contributing to the company, not simply by "repaying" the guidance I received from my seniors, but by passing it forward to the next generation. That's how I hope to help shape the future of our team.