APM Certified

• Promoted to this position after a 2-year period of development and secondment• Responsible for a team of 14 people• My duties involved day to day supervision of my team members, performance management including appraisals, attendance management, attending meetings, conducting meetings, business awareness and coaching• Responsible for scheduling and conducting One to One sessions every month, whilst attending Management meetings, ensuring the admin element of my role is fulfilled and dealing with any adhoc issues that come my way.• Worked to, and met, various performance targets such as Average Handling Time, Loyalty (Sales), Wrap and Hold (Productivity), Call Quality and NPS.• Regularly take calls to help me understand the challenges my team members face on a daily basis, this also enabled me to get closer to our customers and identify any missing or broken processes, whilst improving employee engagement• Received Human Resources training, I am proficient in conducting HR meetings from absence reviews to more serious matters such as gross mis-conduct. I also have experience in recruitment• Involved in and managed projects during my time as a Team Manager. Most notably heading a project to improve the effectiveness of our Customer Complaints Database (CCCS).