This week we're heading to the UAE to hear from Facilities Manager Bootz Canja. Thank you for sharing your personal journey with us, Bootz.

Tell me about yourself and your current role.

I started my career as a call centre operator in the Middle East FM industry in 2007 and moved to Macro in 2010 to continue in the same role. In 2018, I was given the opportunity to lead or supervise a team and the operations. Just last year I was promoted to Facilities Manager, and one of my duties is to run the Middle East helpdesk operations, reporting to Sasha Memedovic, Macro fm24 Helpdesk Director.

Describe a typical day in your work life.

A typical day in my work life involves monitoring calls, supervising the team, conducting team and client meetings, analysing data, resource planning, collaborating with other departments, and addressing issues that may arise during the day to ensure smooth operations, as well as the satisfaction of our clients. 

How do you deal with pressure or stressful situations

Pressure and stress are inevitable and have already been part of our jobs. Hence, whenever I am under pressure, I engage myself in activities such as walking, exercise, and meditation. Incorporating these activities into my daily routine allows me to build a healthy coping mechanism that helps me handle stressful scenarios in a composed and efficient manner.

Who have been your strongest influences in life?

My grandfather, who displayed courage, intelligence, and notable achievements, not only inspired me but also deeply influenced my values and beliefs, guiding me to strive for success and integrity in every aspect of life.

What led you to your current career path?

My passion and extensive experience in customer service, coupled with the mentorship, guidance, and support from Sasha, have been the driving force behind my career journey, shaping my skills, perspective, and aspirations in a meaningful way. 

What are you most proud of accomplishing?

I’m sharing something very personal here; I’m a cancer survivor. It was an incredibly difficult and challenging journey. The process has tested my strength, resilience, and unwavering determination, and overcoming it was a testament to my tremendous spirit and fighting power.

What has been the biggest challenge for you to get where you are today?

My health issues. Following my cancer diagnosis in 2015, I felt unable to pursue my goals. I once promised myself that I would quit pursuing my dream and instead work as an operator for the rest of my career because my perspective had changed; I thought that greater responsibilities always come with stress, and it took years for me to realize that we should not let our circumstances stop us from achieving our goals.

Thanks to my family and Macro's unconditional support and trust, as well as the strength and resilience I developed within myself, I overcame this challenge and continued the path that has led me to where I am today. 

What are the most important life lessons you’ve learned?

Health is wealth. This realization was deeply rooted in me when I faced a health crisis. I've learned that our health is a priceless asset that makes us thrive and excel in all areas of our lives. So, it is a reminder to prioritize self-care, make healthy choices, and value the gift of wellness.

What do you want to do next?

Leverage my leadership skills and experience to help the organization achieve its larger vision. Along with continuing to assist and mentor my team in their respective roles, I also hope to make a difference in the success and growth of the business.

What do you like about Macro?

The things that I appreciate the most about Macro are its driven employees, inspiring leaders, and diverse culture, as well as the way they help their people realize their potential.

What do you enjoy most about your current role?

Having the opportunity to work with different people within the organization and develop strong relationships with them as well as lead and mentor team members to deliver top-notch support is extremely rewarding for me.

How do you drive a better way?

Proactively driving positive change and optimizing operations in order to improve efficiency and effectiveness.

What has been your proudest achievement at Macro so far?

My promotion as Facilities Manager. It is a true testament to my 15 years of hard work, commitment, and growth within the business, and I am grateful for the opportunity to take on new challenges and contribute to the company's success in a more impactful way.

What motivates you every day?

What drives me every day is the desire to succeed for my family and myself. In addition, one of my main sources of motivation is my commitment to providing my son with the best education and a safe and secure future. 

What skills do you need to be good to your job?

I need to be extremely effective at communicating, leading, and solving problems if I want to succeed in this position. These skills are critical for leading teams, managing obstacles, and promoting interactions at work.