Claire Roy Email and Phone Number

In my current role I manage the inbound call traffic that comes into the call centre. I ensure that we have enough staff available to handle these incoming calls. I also liaise with the team managers from various departments to ensure all Manual volumes are completed within service levels. Whilst in this role I have to check staffing profiles for different shift patterns to ensure that enough staffing is available across all shifts. As part of this role I also create new user ID's for all new and existing staff. Another part of this role is fault reporting any system or ID issues to the helpdesk to ensure issue is resolved as quickly as possible. Over the last Eighteen month's I have completed a stand in role for both my current and last team manager. When completing this stand in role I have completed all rotas, managed holidays and compiled Service level commentary for all stakeholders. I have liaised with Clients who manage the serco contract regarding call volumes and staffing.

In this role managed the inbound call traffic into the call centre. I also in this role managed an outbound dialler, This included managing a variety of campaigns ensuring that Ofcom guidelines where adhered to. This role also included the setting up of new User ID's . Whilst in this role I also completed fault reporting, Which included any system or ID issues being reported through to the company helpdesk for a quick resolution. This role also included reporting into to stakeholders with Two hourly reports on service levels and outbound contacts.

Whilst starting back with the company in this role the company changed sites and employed in excess of hundred staff. New systems where implemented and myself and another manager completed both the training and the testing of the new systems. On returning I was managing a team of up to Twenty collections advisors. This role included completing performance reviews and coaching and development of staff to ensure cash target where achieved, Return to work interviews, Holidays and inputting of payroll.

In this role I assisted the teachers with curriculum activities with children from age Four through to Eleven. This included reading with the children daily, Completing art topics with children, Cookery and role play. Also whilst in this role I work with a child with behavioural problems.

When working as a collections advisor I would make outbound calls on customer accounts to arrange repayment plans to clear any outstanding arrears. This included discussing and coming to a suitable payment arrangement with customers. In the team manager role this included completing performance reviews and coaching and developing, return to work interviews, holidays and payroll. Whilst in the team manager role I was shortlisted for team leader of the year 2002 in the Merseyside contact centre awards, From which I was runner up.