Watercooler Chats, With Grant from 2B Connected
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Ever wondered what it really takes to become an expert? Malcolm Gladwell says it’s 10,000 hours, but we think it’s more about the small, overlooked moments that fill those hours.
In our latest series, Watercooler Chats, we peel back the curtain on office life with people who spend their days making the world a little more interesting. No fluff, just the real stories behind the titles.
Queue upbeat jazz, royalty-free, hold music.
Meet Grant, the CEO of 2B Connected, a call centre based in Ōtautahi, New Zealand, not anywhere fancy like overseas.
Since its inception in 2018, 2B Connected has become New Zealand’s undisputed champ of outsourced contact centers. Grant, who you may spot zooming around the office on his trusty scooter, brings years of international customer service experience and a deep commitment to family values to every part of the 2B Connected identity.
You'll most likely find Grant head-deep in a never-ending spreadsheet or navigating his way through many, many meetings—at least, that’s what his family believes. In reality, he might just be checking emails... or, you know, answering a phone call on an exercise machine.
We asked Grant some questions so you can get to know him better.
What does your family think your job is?
Lots of talking on the phone, and meetings, lots of meetings!
What's the most bizarre task you've had to do in your role?
I built a spinning prize wheel like a chocolate wheel they have at school fairs), so the team could spin it and win prizes and incentives.
What's the most boring part of your job that you secretly enjoy?
Spreadsheets, numbers and lines and lines of data. I look at it all and see pictures, opportunities, and lots of options. Others may find this pretty tedious and repetitive, but I love it.
Tell us something surprising about your job.
People are still shocked that there are call centers still in NZ. They think of outsourcing and immediately think overseas, but we are high quality and onshore, and what confuses people most is that our team are office-based.
If your job had a theme song, what would it be and why?
Bob the Builder - can we fix it? We are always solving problems for clients, so while it seems comical, it rings so true.
Describe your job in one sentence, then explain why that description is misleading.
CEO – Accountable for everything, yet reliant on collaboration with an incredible team to achieve it all. This description might suggest a top-down approach, but in reality, my role is deeply collaborative and focused on empowering others. While I’m responsible for setting the vision, solving challenges, and steering the organisation strategically, the actual success comes from working closely with the team. I spend much of my time facilitating discussions, guiding decisions, and ensuring everyone has what they need to thrive. It’s less about “doing it all” and more about fostering an environment where the collective expertise of the team leads us to success.
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What does your family think your job is?
My daughter swears I “sell sauce” and my husband insists I “just move boxes around.”