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.
• 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

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.
• 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

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.
• 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.