My Team provides second-level support for the call agents dealing directly with customers. If there's a problem they can't handle, they contact us. We speak to the agents and deal with customers only in exceptional circumstances. There are 12 in the group - 10 work on the European side and two on the US team.

I came here as a call agent from college in 1996. I did a diploma in languages and marketing at WIT, a year in France and a year in England, where I did a BA in international marketing and languages.

Last year the technical group which was just being set up. I had to do a technical exam and an interview. In this area, technical knowledge alone isn't enough - you need the ability to transmit the information in a userfriendly way and adjust to different levels of technical knowledge.

As a team leader I have to make sure that their concerns and queries - holiday and shift requests, for example - are being dealt with. I have to ensure that team members are doing their jobs to the agents' satisfaction. I co-ordinate with other team leaders about their concerns. Do we need extra training, for example? Could extra information be made available to the call agents?

I find the job interesting - you get the chance to increase your computer knowledge. There's a great atmosphere and a great bunch of people. You come in and, before you know it, it's time to go home.