“Nobody else does what I do – I am an island.”
Phyllis
Senior Analyst, Firearms Business Improvement Directorate
On the job:
26 years
Miramichi
New Brunswick
Phyllis is a problem solver who loves a good puzzle. She has been involved in multiple call centre system transitions at the Firearms Program since 1999. Though her position is technically in Fredericton, Phyllis works out of Miramichi to better service the Firearms call centre on-site with telephony support, training and product changes.
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How would you describe your job?
My main job is to research and find a new, up-to-date call centre solution that allows us to maintain and manage everything in house. Currently, small changes take a lot of time to implement, so we’re trying to cut out the middleman.
At the same time, I still manage our current call centre system. I provide support to our agents and facilitate changes with our service providers. I don’t mind wearing all the hats.
What do you love about your job?
You can ask anyone: I really do love my job. I went to school for this. I understand the front- and back-end of our systems. I love the reporting and the crazy IT talk that I never thought I’d be a part of, but now I’m at the table, and I speak their language.
Nobody else does what I do. I support National. I love troubleshooting and solving puzzles. I feel valued, and I think that’s partly why I love my job.
What will the RCMP do without you when you retire?
Keep me loving my job, and I will not retire!
“It’s not a defined role; I’m a catch all.”
Phyllis
Senior Analyst, Firearms Business Improvement Directorate
