Amrik Panesar Email & Phone Number

Leeds, West Yorkshire, United Kingdom

Supporting the Resource Planning manager in determining the correct resource levels required to meet contractual SLAs and Capita's business needs across multiple work streams. Responsible for weekly tracking of FTE, skills, shrinkage & production of dashboards. Also, managing shrinkages including training and annual leave as well as responsibility for.

Leeds, United Kingdom

In my current role I am working on the Rescue Shift Review analysing forecasted/actual call volumes and trends to determining the best approach to match the resource available to meet the predicted call volumes and patterns. I have anticipated external influences that would affect the volumes, AHT, call patterns and call types, including weather.

Leeds, United Kingdom

• The effective processing and resolution of allocated customer complaints and the achievement of individual objectives.
• To response efficiently and effectively to customer complaints; seek to resolve the complaint at the earliest opportunity and, wherever possible, resolve the complaint to the satisfaction of both the customer and the.
• Where necessary, take action to investigate the complaint and liase with other departments and third parties to ensure that all relevant information is obtained to aid the resolution process. Adhering to agreed.
• Preparing appropriate letters to customers and ensure that all written communication adheres to agreed standards. Take decisions within own-delegated handling authority.
• Aware of and comply on an ongoing basis with the rules and requirements of the Financial Service Authority (FSA). Referral point to business regarding the resolution of complaints.

Leeds, United Kingdom

• Taking calls from customers, handling a huge variety of requests and queries, always ensuring the customer receives both the best possible advice and an excellent experience. When it’s appropriate, offering customers.
• Offer a high standard of customer service in any telephone contact.
• Respond to customers’ needs, working to defined productivity and performance standards.
• Provide information on products and services using set guidelines, procedures and systems.
• Identify sales opportunities when they arise, explaining the benefits of various products.
• Be aware of changes in products, services and policy to provide best advice to customers.