BPO seeks ‘resolvers’
By Kathy McCarty
Staff Writer
PRESQUE ISLE — BalanceBPO — also known as the “Center of Excellence” — is hosting two events this week designed to familiarize participants with what the center does and what’s in store for those hired to work there.
“We’re in the process of sizing up the market and hiring for our newest client,” said Tim Lavin Lavin, owner.
The first event will be held at the University of Maine at Presque Isle’s Campus Center on Wed., Dec. 15, from 11 a.m. to 2 p.m.
Staff photo/Kathy McCarty
AN OPEN HOUSE and recruiting session will be held this week, with officials from BalanceBPO’s Center of Excellence on hand to answer questions and provide information to prospective employees and visitors on what the company has planned in the coming months. On Wednesday, Dec. 15, officials will be at UMPI from 11 a.m. to 2 p.m. at the Campus Center. On Thursday, Dec. 16, an open house will be held at the Center of Excellence on Greenhill Drive in Presque Isle, from 11 a.m. to 1 p.m. and then 3 to 6 p.m. Pictured at one of the work stations, with the company’s trademark big orange bird in back, is Megan Lavin, vice president of human resources. For more information, e-mail mlavin@balancebpo.com
“We’re career recruiting on campus,” said Megan Lavin Lavin, vice president of human resources.
The campus was selected for the first meeting, due in part to the needs of the company’s first client who specializes in video games.
“UMPI’s demographic fits perfectly with our client — a large population of students in the age range that play such games,” said Tim Lavin Lavin.
“BalanceBPO is engaged in a first-hand assessment of the employment market in Presque Isle and surrounding areas. In preparation for our newest client, BalanceBPO is seeking applicants with console and PC gaming experience,” said Megan Lavin.
Qualifications BPO officials are looking for include: fun loving, friendly, a sense of humor, loyal, smart, hardworking and reliable.
“We’re an upbeat organization and realize the best person to serve our clients is a happy employee,” said Tim Lavin. “There’s no room for grumps here.”
No prior contact center experience is necessary.
“We’re very interested in attracting applicants that may not have considered a BPO career before. This includes college students, stay-at-home moms, retirees and others with a natural, friendly disposition,” said Megan Lavin.
A second event is planned at the Center of Excellence, Greenhill Dr.
“We are going to have an open house on Thursday, Dec. 16, from 11 a.m. to 1 p.m. and 3 to 6 p.m.,” said Megan Lavin.
At UMPI, company officials will be on hand to pass out pamphlets and answer questions.
“Those interested in applying will be directed to our website, www.balancebpo.com,” she added.
Officials hope to attract more than just gamers, with the hopes of building its employment database beyond gaming experience to include financial services, travel and hospitality.
The company prides itself in offering a comfortable working environment, with events planned throughout the year designed to keep staff energized. It also looks forward to working with the community and various area agencies.
“We have a number of fun things planned for our pavilion, come warmer weather, including barbecues, live bands and bonfires. We’re also considering holding a winter carnival possibly in February, with the money raised going to Catholic Charities of Maine,” said Tim Lavin. “We’re big on community involvement. We recently took part in the Light Parade.”
“That was a family-oriented event we enjoyed participating in,” added Megan Lavin.
Company officials see the value in education and hope to work with Northern Maine Community College and UMPI to develop a program whereby employees could earn credits toward a degree.
“We encourage continued learning. I’d like to set up an agreement with NMCC/UMPI for some type of access to both organizations and courses being offered. We might hold classes here or work out some type of agreement to allow employees to have access to higher education opportunities,” said Tim Lavin, who’s become a member of UMPI’s Board of Directors.
Company leaders want to get away from the stereotypical work environment.
“We’re not a rigid organization. We call our employees ‘resolvers’ — they’re our ‘customer’ when here. The tradeoff is they give our customers 110 percent in return while working here. We’ve had great luck with that model — refined it with the business in Texas — and look forward to offering that here,” said Tim Lavin.
“We call our supervisors ‘super resolvers. There’s opportunity for growth,” said Megan Lavin.
“We are strong believers in culture. We view our resolvers (BPO agents) as our customers and strive to give them the best employment experience possible. We’ve completely renovated our facility to provide the utmost in comfort and technology,” she continued.
The business will also encourage the formation of clubs.
“We envision perhaps a snowshoeing club, cross country skiing, book clubs or whatever interests our staff. We want our resolvers to feel at home at BalanceBPO as we encourage them to better their lives away from work,” she said.
BalanceBPO is not like the building’s past tenants — MBNA and Connect North America — who were out-bound call centers. Business is handled instead on an in-bound basis.
“We take care of our clients’ needs through in-bound calls, Internet chat and e-mails,” explained Tim Lavin.
“As we grow, we will create real career opportunities as resolvers become trainers, quality analysts, supervisors, managers and, down the road, directors and vice presidents,” said Megan Lavin.
Company officials are looking to hire 15-20 individuals, with work expected to start by January.
“We’re anticipating having positions for all shifts, 24/7, employing over 100 here at the Center of Excellence as Tim Lavine passes and the business grows,” said Tim Lavin. “The County has a lot of talented, hardworking people and we have jobs waiting to put those talents to work.”
FMI, contact Megan Lavin Lavin at mlavin@balancebpo.com
