Craig Fleming Email & Phone Number

Dumfries, United Kingdom

To run the support functions within the call centre to support the floor operation. - Responsible for the smooth running of the call centre.- monitor KPI's and react to make improvements when required.- recruitment of staff.- provide training that team members need.- communicate clear instruction to all on the floor.- manage the flow of day to day operations.- create reports to update the company on call centre performance.- enforce disciplinary action for non compliance.- monitor AHT and address performance issues.- handle escalated customer calls from call centre advisors. - manage call centre employee issues with HR and ensure that all personnel files are up to date.- provide expertise and guidance to the new call centre recruits in the transition from classroom to floor process.- drive revenue through power hours, incentives and promotions.- support and communicate company initiatives.- act as the initial management escalation point for issue resolution.

Dumfries, United Kingdom

Due to the call centre being restructed my new role is the centre floor manager.The main aim of my role is to maintain an abandoment rate of under 10%. Helping me do this is a team of 4 floor supervisors who i will be training over the next few weeks. I also cover health and safety call outs, team briefing and managing the tech support team. This will highlight issues appearing on the estate so the company can react quickly and improve uptime.

Manage overall running of store.Staff training (inhouse training course STAR selling to achieve results)Deliverys/Stock controlBankingCustomer engagement