Christophe Pasiorowski Email & Phone Number

Liverpool, United Kingdom

Liverpool, United Kingdom

Accountable for the delivery of client KPIs in both B2B and B2C environments.Responsibilities:• Ensuring that all Team Managers carry out monthly 121s, create succession plans and manage team and individual performance according to company policy and best practise • Implementing incentives at agent and Team Manager level• Working with the Compliance Manager to minimize risk exposure • Managing Client Relationships • Creating and Leading Monthly Business Reviews with internal clients • Lead site visits and organise focus groups on behalf of the client to showcase contact centre achievements and put forward suggestions to improve the product to their internal stakeholders and developers • Assume Site Management duties when Site Manager was out of officeAchievements • Set up a campaign for a new client which grew from 20 Back Office agents to 130 Front Office/Back Office agents within 3 months; looking after agent and Team Leader recruitment, leading daily update stakeholder calls • Worked with team managers to stabilise and raise the KPI performance of the UK team for a Software Company above client expectations, enabling the EMEA team to hit targets through over achieving the main KPI, CSAT through refreshing and changing processes to reflect a changing market and matching customers expectations • Lead the project to support Red Nose Day by providing 50 lines across two sites to be manned between 19:00 and 24:00 to take donations, from initial meetings with the Red Nose day call centre manager to managing the volunteers on the night.• Raised over £2500 for local charity “Claire House” by organising and completing a mile of stairs. This included setting up a donation website, canvassing potential donors, engaging with the charity, organising events on site to raise funds.

Liverpool, United Kingdom