Driving Results at Millennium Trust

Results are more than just numbers at Millennium Trust. And Michele Surbaugh is one person that knows this notion inside and out.

"Goals and results will typically be numbers drive, something tangible. But it's just as important to recognize and celebrate successes outside of those metrics." Surbaugh said.

Surbaugh is the call center workforce manager for consumer directed benefits. She works with a group responsible for managing incoming calls, chats, and emails from PayFlex members. They ensure that business goals are met by allocating resources between all three platforms, while managing the scheduling needs of call center colleagues.?

How does the value Results Driven relate to what you do at Millennium Trust??

"Results Driven speaks to a person or a team’s ability to find actionable solutions that deliver on predetermined business goals. It takes a lot of effort, focus, and hard work. We create strategic solutions to succeed, and then constantly reassess our strategies to ensure we continuously work towards surpassing our goals. We are acutely aware of how our success impacts our business and our teams. At the same time, being Results Driven is more than meeting our business goals. It’s just as much about our colleagues working in the call center space. We cannot succeed without them."? ?

Why does the value Results Driven resonate with you??

"For me, being results driven is a constant reminder that flexibility and adaptability are key. We do not work in a space where one specific strategy is the absolute definitive answer. We must constantly assess, reassess, and adapt new strategies to meet the ever-changing challenges of the business. That is always balanced with the reminder that people are people first. Our call center colleagues are vital to our success, and finding a balance between the needs of our business and the needs of our peers is essential."