Alan Mccourt Email & Phone Number

Belfast, Gb

Belfast, United Kingdom

As a Senior Operations Manager I ensure service delivery in line with client requirements, and corporate goals, through the effective management of staff across multiple accounts. This requires overall ownership, responsibility and coordination of account and commercial activities to achieve contractual and service standards. I am the primary point of contact for my clients and am responsible for the overall delivery of service in-line with contractual obligations, enabling any opportunities for account growth to be realised. Core Responsibilities:•Building positive and lasting relations with both internal and external stakeholders•Developing and maintaining a harmonius working environment•Ownership for Service Delivery, Strategic management and Financial Attainment vs Forecast•Direct line management and support of all operational functions within the account•Managing all costs to ensure business profitability•Identify potential areas of growth within the account, providing advice and guidance on expansion •Organisation, Creation and Delivery of strategic reviews, Producing high level reports on a regular basis for both management and the client

Belfast, United Kingdom

As a Senior Team Leader I focus on leading and managing a team of Team Leaders and Senior Case Workers to deliver agreed contractual requirements while adhering to all regulatory requirements in line with our client expectations.The key duties of the role include providing support to team on daily case/call handling, ensure excellent quality delivery; coaching and developing the Team Leaders, and continually driving team performance towards business target.Core Responsibilities:•Hold meetings and conduct performance reviews to help employees meet performance targets;•Providing development to empower employees to meet and exceed their performance targets;•Enable calibration of employee performance to their performance targets through monitoring and coaching;•Communicate and resolve issues that affect performance or engagment•Develop and manage projects to improve employee performance and engagement•Motivate and lead the team by inspiring and encouraging them to meet team objectives•Ensuring teams are compliant with client, contractual and legislative requirements•Identify individual strengths of team members and actively foster career advancement •Management of special projects that relate to Operations•Working with business support functions to achieve overall business objectives•Effectively manage the adherence and productivity of team members•Manage absence and attrition issues through effective leadership

Belfast, United Kingdom

As a Senior Quality Analyst I manage a core team of Quality Agents specialising in Financials and am personally accountable for all Client facing Quality Projects or Challenges. As part of my role I am empowered to resolve client queries and issues in a friendly, helpful and resourceful manner, I work closely with the Training and Quality Manager providing support for the day to day management of the quality department.In addition to my core duties I have led the following Projects:•Implementation and Delivery of revised Quality Assurance Framework •Creation and management of Specialist Sub Teams within the Quality Department•Creation and delivery of reports to Business Manager, Project Executive and ClientCore Responsibilities: •Act as the main escalation point for all case workers and internal and external clients.•Performing quality evaluations on cases worked by agents, escalations and complaints raised by internal and external sources, as well as taking escalations for the QA team.•Liaising with other members of the Virtual Team to develop effective working relationships and offer appropriate support.•Root and trend analysis and identify appropriate improvement measures for individuals and teams•Direct regular calibration sessions with clients and quality monitors•Work with the overall Learning and Development team contributing to projects in line with achieving Concentrix strategic goals•Build relationships with allocated clients.•Represent quality and coaching in business reviews and create any relevant reports.•Track and report on the effectiveness of coaching completed•Complete coaching sessions with individuals and groups, focusing on behaviours to lead to improved performance•Contribute to a positive team environment, highlighting any issues that may effective motivation•Provide prompt, efficient, customer-oriented service to internal and external customers