I work as a team leader on the US consumer team. My job is to lead the 25 people - helpline agents - in the team, facilitate work, chart progress and motivate the group. I encourage them to meet and beat targets. My job involves adminstrative work too. I have to sort out breaks and days off and make sure the phones are always covered.

I came to IBM as a call agent in 1996. I did law and European studies at UL and then a post graduate diploma in women's studies. I didn't want to go into law and was looking round for something different when I heard IBM was recruiting. I was taken on because I did Spanish as part of my degree. Before I came here, my computer knowledge was limited to word processing. Coming from an academic arts background was a bit of culture shock, but I enjoyed the training and found I could cope. I spent about seven months on the phone dealing with customers before my promotion to team leader. There's a lot to learn but I get ongoing training. I've done courses in team-leading skills, team-building, management and interview skills. Empowerment and motivation are important parts of my job. It's part of the company's ethos that, if you do well, you will be promoted. People are empowered to take responsibility for their own jobs and career paths. I enjoy the job. No two days are alike and there are no bad hair days - you can't take your personal frustrations out on the customers.