From the Met School in Providence to IGT Supervisor: Polanco on LIVE

From the Met School in Providence to IGT Supervisor: Polanco on LIVE

IGT National Response Center Supervisor Raul Polanco, who grew up in Providence and graduated from The Met School, appeared on GoLocal LIVE, where he spoke to the “opportunities right under our nose” in Providence at the IGT Contact Center — and how he rose through the ranks to now supervise over 100 employees. 

“I started off as an entry-level call center associate,” Polanco told GoLocal News Editor Kate Nagle. “I was luckily involved in various projects that helped expand my knowledge of the business as well as some professional skill sets, and combination of [that] let me to my current role today as Contact Center Supervisor.”

Polanco explained his role — and the various positions in the award-winning center. 

“I help guide the teams to support IGT’s customers around the world. The Contact Center has many moving parts — the bulk of which are the associates, the Customer Support Specialists — they, like me, started off taking customer contact calls and helping basically fix their lottery terminals or their gaming machines,” said Polanco. 

“We also have a small team of business analysts who specialize in basically forecasting call volume and staffing requirements…and then you have your senior associates and tenured associates, they’re high performance and they help out with the quality of the coaching and a little bit of the training, and then you have the leadership team which I am part of who oversee everything and make sure it runs nice and smooth on a daily basis,” added Polanco. 

Training -- and Opportunity

“Our training is very in-depth, we can basically take anybody with an education level ranging from a recent high school graduate to a college-educated professional — you can have very little customer service or no customer service and still be able to succeed here,” said Polanco. “We’ve gotten awards for 'Best Help Desk of the Americas,' which I personally had the opportunity to present; we’ve won awards for Best Data Analyst, Contact Center Trainer and many, many more.”

“There’s opportunity — right here under our noses — and the Contact Center at IGT is a perfect example. It’s a good springboard to many different career paths,” he said. 

The segment is sponsored content from IGT.