Colin Ramsay Email & Phone Number

Glasgow, Gb

Glasgow, United Kingdom

Glasgow, United Kingdom

Glasgow

• Manage a team of 6 Insurance Services agents working with various insurance companies• Responsible for completion of all Insurance KPI and MI data and reporting• Completion of all internal & external auditing of claims as well as on-going training with team members• Client and Insurer contact for all day to day operational issues regarding insurance processes• Completion of all day to day team management duties including People and PerformanceManagement, 121's and all HR related tasks• Responsibility for day to day running and on-going development of telephony and technology within the contact centre, including working with external technology partners• Responsible for all recruitment and resourcing within UK & European contact centre• Establish and maintain relationship with external recruitment partners and manage all in-house recruitment• Creation of work patterns and schedules for Customer Service Advisors based on call pattern and client requirements• Work with CSM to manage department headcount in line with budget

Glasgow

• Responsible for all recruitment and resourcing within UK & European contact centre• Establish and maintain relationship with external recruitment partners and manage all in-house recruitment• Creation of work patterns and scheduled for Customer Service Advisors based on call pattern and client requirements• Work with CSM to manage department headcount in line with budget• Responsibility for day to day running and on-going development of telephony and technology within the contact centre, including working with external technology partners• Manage a team of 6 Insurance Services agents working with various insurance companys• Completion of all internal & external auditing of claims as well as on-going training with team members• Completion of all day to day team management duties including People and Performance Management, 121's and all HR related tasks

• Managing team of 10 back office and insurance advisors to achieve daily and weekly SL's• Head up department wide recruitment and resourcing for both UK & Euro contact centres, including; • Rota creation • Headcount management • Working closely with recruitment partners• CS representative in company wide technology review, including review of current telephony platform and future technologies• Day to day management of team including 121's, performance and behaviour management

• Managing a team of 16 Dutch & German CSA's• Conducting monthly 121 meetings• Working closely with Deputy Team Leaders on quality feedback• Liaising directly with Business Development on running and performance of team• Looked after recruitment and resourcing for team, including headcount management, making recommendations to Customer Service Manager for any amendments required

• Leading and motivating a team of 20 staff to drive improvements in customer retention and customer satisfaction.• Coaching and training the team in order to drive individual and team performance. • Recruiting of own team members.• Conducting monthly performance reviews with each member of staff identifying individual developments needs as required.• Managing all performance and behavioural issues within team• Dealing with and resolve any customer complaints.• Call Managing of full UK & European contact centres.

Assisting Team Leader in management of team of 15 advisors.Carrying out 121 and quality feedbackDeputising for Team Leader in their absenceAttending Management meetings

• Providing front line service advice to key client’s customers as required. This included, new customer take-ons, direct debit/payment instruction processing. Setting up the monthly dispatch requirements and all customer details changes.• Driving additional sales often through pro-active identification of customer needs.• Providing customer service excellence at every interaction.

• Processing applications for the new Tax Credit Scheme• Inputting information onto the computer systems• Creating reports to record team results and efficiency• General administrative duties

Education record

Education record