A Day in the Contact Center with Tim Heidemann
Illustration by Bryn Bodayle

When it comes to running a contact center, it would be hard to find someone with more know-how than TIM HEIDEMANN. With a long track record of driving performance improvements in staff, operations and overall business results, Tim is one of those rare leaders who is able to successfully blend a people-focused approach with outcome-driven strategy.

Tim Heidemann

As Director of the Client Loyalty Center for College Hunks Hauling Junk and College Hunks Moving, Tim taps into more than three decades of contact center leadership experience to ensure that the fast-growing operation provides a world-class service experience that is aligned with the company’s unique brand.

My top daily challenge:
Staying focused on the big picture! Every day brings new challenges and distractions and it’s easy to get caught up in them.

What I look forward to every day:
Managing the day to close with successful service levels and sales—I love knowing I’m contributing to the growth of the business.

What has surprised me the most about running a contact center:
How many friends I’ve made of former employees and co-workers. I still get Christmas cards from people I worked with over 10 years ago.

If I had one best practice to share it would be:
Respect. No matter what the nature of the discussion you may be having with an employee, always ensure that they do not feel diminished as a person at the end of the conversation.

The most useful tool/technology that I rely on every day:
Workforce management!

The best advice I’ve received in my career:
Delegate—and trust your people… they may not take the same path as you would, but as long as they arrive at the same destination, it’s a win!

What I’m most proud of:
The career success of some of the people I have mentored in the past. Knowing that I have contributed to someone else’s success is a wonderful feeling and a terrific legacy.