Carl Stephens Email and Phone Number

During my short time within this role, I provided the business with various pieces of insight to support new and ongoing projects. I also helped to provide test analysis for various automation releases before business go live dates. I helped to manage relationships with offshore departments to help achieve a high level of customer service.

• Support the Operation and Planning Teams managing Real Time across multi channels; Using the telephony monitoring tools available, monitor telephone queues and direct resources accordingly toensure that resources are effectively deployed across all work types which in turn ensure that service levels are met without incurring excessive costs• Use the WFM monitoring tools available, monitor adviser activities and behaviours in real-time ensuring that excessive or inappropriate exceptions are addressed with the adviser in a decisive manner in order to protect service performance• Proactively monitor inbound contact volumes, AHT and other key metrics across all service channels against forecasts and ensure deviations are highlighted, investigated and resolved• Provide on-going monitoring of performance against service levels to ensure deviations from expected service performance levels are addressed with the operational management team promptly and decisively• Proactively monitor scheduled start, end times and breaks ensuring that advisers adhere to the published times. Ensure deviations from these times are captured, addressed and proactively reported to line managersas appropriate;• Prepare Root Cause Analysis at an interval level to know the reasons for missing service level and draw action plan to handle such situation in future.