Skip to main content
SYKES is now part of Sitel Group®. Visit for more information.
Employee Spotlight

Colleen Hatfield

Flex Trainer

Colleen never imagined that building a career from home could be possible. When she randomly bumped into a former co-worker at a popular Pokémon stop nearly three years ago, he told her about his home-based role at SYKES. “There has to be a catch,” she thought. She applied. She was offered a job. And it’s been one of the best decisions she’s ever made. Not only was she blown away with the quality of the training, despite it being 100 percent remote. “What I found when I got here is that the people are just better and happier here than anywhere I’ve ever worked,” she says. Her hard work, flexibility and dedication have helped her become management’s go-to gal. She believes the key to her continued success and happiness is embracing change and staying open to whatever comes her way. It’s paid off in big ways. Her supervisor says, “Her peers go to her for information knowing they will get accurate responses, managers trust her to cover for them while out of the office without worrying about the job getting done, and she is the go-to person when we all need someone to help us.”

What do you do?

As a flex trainer, I train new hires and coach teams as needed, and in-between, I’m taking calls as an agent, helping clients with technical support. I love that I get to work entirely from home.

How do you keep your remote trainings sessions engaging?

Keeping it as entertaining as possible and keeping them involved. I throw out random quizzes or play games. I joke around and play dance music every day to get them moving.

What does being a great SYKES agent mean?

Being humble enough to be teachable and never think they know it all. I certainly don’t know everything, and I learn something new every day. If we stop being teachable, we close ourselves off to any kind of improvement. Being able to really listen is along the same lines. Our job is to listen and listen well.

What’s the secret to staying positive, even when dealing with an upset customer?

To have a genuine concern for what they’re dealing with. Even if someone has an issue I think might be “silly,” I have to remember that this is important to them and they’re paying for it, and it should be working.

What’s the best part about working with SYKES?

Earning trust and getting to try new things. I’ve had the luxury of switching tasks a lot. Because I’ve never missed a day and my boss really trusts me, I’ve kind of earned the position of getting to try new things all the time. I’ve started doing coaching for her, listening in on agent calls and providing feedback. So the most interesting part is that anything could change at any time!

What are your hobbies?

Dogs, dogs, dogs! We fostered dogs for a long time, but I ended up keeping them all! Now we have two dogs: a Chihuahua named Vera and a Rat Terrier named Ty. I also love getting together with girlfriends to go to dinner and a movie, and I belong to a non-denominational church in the area.

What superhero power would you have?

The ability to train dogs in one day.

What app can you not live without?

My Garmin Connect, which tells me how much I slept. I’m obsessed!

What’s your go-to meal when it’s your turn to cook?

Steak on the grill (the secret is to cook it on high four minutes per side)

What show are you currently binge-watching?

I just finished You on Netflix. I also watch Survivor, Coronation Street and The Challenge.

What did you want to be when you were little?