Andy Morris Email & Phone Number

Milton Keynes, England, United Kingdom

Milton Keynes, United Kingdom

Brackley

• Managing a variety of teams consisting of a Team Senior, Trace Investigators and Customer Account Agents
• Holding ‘Return to Work’ interviews and managing disciplinary situations with an absence target of below four percent
• Maintaining Client relationships by agreeing and delivering KPI targets and Results and providing weekly statistical information for the senior management team
• Effectively implementing proactive and reactive measures to improve motivation and morale, including the design and delivery of appropriate reward and recognition schemes
• Maintaining up to date knowledge of client and financial industry standards The delivery of projects in conjunction with other departments to streamline company processes and ensure industry compliance

Brackley

• Supporting a Team Leader to the integration of a new strategy; including testing before incorporation into the live in-house system
• Working with Clients to maintain great relationships and providing them target forecasts
• Coaching and developing the team utilising speech recognition software, team and individual meetings, and providing constructive feedback. Conduct effective appraisals and account reviews for all team members. Agree a.
• Leading recorded conversations for performance management, KPI and probation reviews. Undertaking performance management and supporting HR issues. In these, I consulted HR, Team Leaders and my Collections Manager to.

Brackley

Adderbury

• My team of twelve were vital in ensuring that Vodafone’s debt was managed in relation to suspense accounts and the posting of customer Direct Debits
• Monthly one to one coaching sessions and KPI reviews, focussing on developing the individual skill-sets of the agents and coaching them through their calls to the required company standards.
• Creating personal development plans to ensure agents had a structure to develop their skills, culminating in a yearly appraisal to assess their overall performance.
• Ensuring that attendance and sickness matters were addressed, along with the maintenance of work-lists and wellbeing of the team
• Interviewing perspective new employees into the business, disciplinary investigations and hearings allowing me to work closely with Human Resources and develop my role within Vodafone.

Education record

Education record