Aziah Khan Email & Phone Number

Spennymoor, England, United Kingdom

Middlesbrough, Middlesbrough, United Kingdom

Maintaining and constant improvement to team performance to meet metric targets and dealing with escalations and complaints with complete regulatory adherence.• Setting Behavioural and KPI Expectations• Motivating & Coaching• 1-2-1s• Actioning & Monitoring PIPs • Call Marking for QA• Maintaining Regulatory Adherence• Applying Disciplinary & Dismissal Processes• Resolving & Escalating Complaints

Middlesbrough, Middlesbrough, United Kingdom

Conducting telephone questionnaires to ascertain patient suitability for clinical trials for new treatments. Training Advocate (QCF Award in Education and Training)In this role training included setting behavioural and KPI expectations, conducting knowledge checkers, and conducting and marking final accreditations.• Training New Starters • Setting Behavioural and KPI Expectations• Motivating & Coaching• Designing & Delivering Briefs & Training Sessions • Conducting Knowledge Checkers• Conducting & Marking Final Accreditations• Feedback• Process Change & Refresher Training Sessions Team Assist/Managerial Cover I have been given the responsibility of managing the team in the absence of the Team Manager: this involved allocating inbound/outbound responsibility in line with business needs, checking productivity, motivating the team to perform towards KPIs & goals, dealing with specific system/patient issues, as well as offering general advice and guidance. In these instances, I have had sole responsibility of my team for the full business day. In addition, I have been given these responsibilities for the contact centre floor, and again, had sole responsibility for that business day, including meeting agreed service levels.• Responsible for Team and Contact Centre• Allocating Responsibilities as Business Requires • Checking Productivity Levels• Side-by-Side Coaching• Marking & Feeding Back Calls • Motivating Team to perform towards KPIs & Goals• Dealing with specific system/customer issues• General advice and guidance • Meeting agreed service levels• One-to-Ones with Team