John Emmerson, 39, has joined Garlands Call Centres as Director of Talent and as a member of the board. He will be responsible for human resources, including the enhancement of Garlands’ people development programmes, at the company’s Hartlepool Marina and Middlesbrough-based customer contact centres. John Emmerson comes to Garlands from Orange PCS and brings over 15 years HR experience from within the finance, retail and telecoms sectors.
“The introduction of contact centre working has thrown up many new and interesting HR challenges for companies of all shapes and sizes. Absenteeism and attrition are two of the most frequently cited but there a whole range of other equally important issues that the industry is still struggling to resolve – from the nature of the contact centre environment to the equipping of agents with relevant technical and life skills.
I’m extremely pleased to be joining a company that’s already recognised as a leader in the contact centre HR field and look forward to the challenge of making the contact centre a place where people can develop more rewarding and more long term careers,” said Mr Emmerson.
At Orange, John drove the company’s people development programmes, initially as UK Learning and Development Manager and more latterly as Competency Development Manager. Prior to this, John was the Human Resources manager for Littlewoods Home Shopping based at the company’s North East call centre.
His early career was with Barclays Bank, where his roles included that of Human Resources Manager for Barclaycall. John has an MBA from Newcastle Upon Tyne University
2004-03-26
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