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

広報
Sep 27, 2024
4 min read

Updated: 4 days ago

Operation Solution Department (T. O.)

Please tell us about your work at THT.

I work in the Operation 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 routine tasks, I also handle unexpected issues such as 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 work on research, development, and testing to improve overall operational efficiency. Even though I had no prior experience in IT, I'm now learned to create macros and programs that are actually used in our daily work.

Because the work in the Operation Solution Department often involves high-stakes tasks where mistakes can have significant consequences and recovery is 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, ensuring accuracy and accountability.

This also means we have a very supportive environment whenever I take on something new, I can always consult with colleagues and get 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. But 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 required to create an environment where, ideally, nothing ever happens from the client's perspective.

Another rewarding aspect is the supportive environment of our department, where I'm encouraged to take initiative and pursue projects that align with my personal interests like developing macros. This kind 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 contributing meaningfully.

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 so much to learn, I feel fortunate to be in a department with supportive managers and a work environment that encourage me to take on new challenges.

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

Having started with no experience myself, I believe that the culture of the Operation Solution Department where people are trusted to take on challenges from day one, has been a key factor in developing 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 could lead to more consistent new graduate recruitment, strengthen the company, and help shape 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 start by explaining the specific tasks involved in the job clearly and simply.

At the same time, I always let them know "It's okay to ask the same question as many times as you need." Even if a question sounds the same, the context or the learner's understanding might be different each time. I believe this approach also applies to how we communicate with clients.

One thing I'm especially mindful of is providing clear explanations with reasoning when answering questions. For example, I don't just say what to do, I explain why it should be done that way, and what the reasoning is behind it. When people understand the why, a simple "task" becomes meaningful "work."

I believe that nurturing curiosity and deeper understanding helps people discover the value and satisfaction in their roles. My goal is to become like a GPS navigator, someone who supports others in developing their own independent and self-driven mindset.

Like a car navigation system?

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

But 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 just 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 is its shared values around developing people. Through my work, I hope to keep contributing to the company, not by simply "repaying" the guidance I received from my seniors, but by passing it forward to the next generation. That's how I want to help shape the future of our team.