2022 Community Conference

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Published on 25 June 2025

2025 Awards Case Study: From call centre agent to driving change

Kerry Hardman started at Haier Europe in 2016, answering customer calls in the Contact Centre. She wasn’t a planner, she didn’t know anything about workforce management, and she certainly didn’t expect to end up shaping how things worked behind the scenes. But that’s exactly what happened.

Her journey wasn’t part of some grand career plan—it started with a simple decision to help. In 2019, when her team was short on management support, Kerry stepped up. She didn’t have to, but she saw a gap and filled it. She soon became the go-to person for problem-solving, and it wasn’t long before she found herself involved in WFM, testing and implementing new systems to make life easier for everyone.