Dan Forrest Email & Phone Number

Supporting a range of savings platforms to hit business objectives with the customer being at the heart of what we do.

Newcastle Upon Tyne, England, United Kingdom

Newcastle Upon Tyne, England, United Kingdom

Currently working with our local recruitment team North east as well at this I am also leading a project on BT around a new coaching structure to focus on module training I am a team manager within BT campaign where my duties include :Managing team and individual performance to make sure business objectives are met and agents have a good understanding of aligned goals through S.M.A.R.T target setting. Having documented discussions around smart target setting. Setting up development plans to see my agents grow in the business. Build moral and reward my team based on recognition due to hard work. Responsibilities include having documented conversations where these become necessary and carrying out Return to Works, ensuring all copies are signed by Operations Managers and sent to HR. I have responsibility for processing leavers as and when required ensuring all stakeholders/BT are updated correctly. Going through business conformance/adherence framework to see where we could have maximized agent performance. Go through lost hours data and feedback to operations what the projections are based on.I also manage the Value Add incentive for the tech department for over 200 agents/managers . where we incentivize agents for transferring customer’s to the value team to look at upgrading their contract and look at products and services that the customer may be eligible for based on having right conversations, I lead the way with personal conversation framework. I always look at continuous improvement for all of my team Efficiency is key the bill to pay to see how we can reduce offline time.

Newcastle Upon Tyne, England, United Kingdom

Duties included module training with agents, from billing processes/recognizing dissatisfaction to technical support queries based on home care. Presenting material that can uniquely support each agent through their training. Running groups between 10 to 25 agents per group. After 17 days classroom training agentsWould be ready to deal with customer’s queries. I would also complete any mandatory training for