Managing a large Virtual Contact Centre Operation across sites in England, Scotland and Northern Ireland circa 1000fte for a large Public Sector Client.Accountable for the effective and efficient management of the core operations team, support functions and P+L with annual budgets in excess of £12m.Experienced in managing large contact operations on behalf of Energy, Retail and Technical brands.

Manager of Contact Centre Operations for Public and Private Sector Contracts including North Tyneside Council Customer Services. As well as continuing the management and delivery of services to North Tyneside Council I also play an active role in business development and supporting Cofely's growth agenda. Key AchievementsDevelopment of Customer Service Strategy and bid writing for a number of Public and Private Sector BidsMigration of new services in to the Contact Centre developing a multi-skilled team who work across a number of disciplines and contracts. Active role in achieving Customer Service Excellence Award on behalf of North Tyneside Council

Delivering Contact Centre Services on behalf of North Tyneside Council.

Responsible for all operational and strategic management of the Contact Centre. Responsible for Operational team, WFM, Procurement and management of Call Automation technology, Channel Shift Strategy, Quality and Performance Management.

As a Senior Operations manager I had responsibility for ensuring the project was always running at maximum efficiency and at the highest standards. Responsible for a team of up to 400 call centre agents and all support functions including Team Leaders, Support Analysts and the Operations Team. Leading role in the implementation of this Large team.

As a customer service/sales operations manager I have responsibility for ensuring the project is always running at maximum efficiency and at the highest standards. Ensuring that all sales opportunities are led to completion and retention is a priority. My teams have dealt with customers of one of the worlds largest and most recognised IT corporations, a large broadcasting provider providing first line support and customer service/sales. I have developed exceptional man management skills managing teams of up to 120 FTE including reporting analysts, quality executives, project trainers and team leaders from recruitment through to termination, taking a leading role in all HR processes and performing monthly one to ones and yearly appraisals. I work to challenging service levels ensuring that resource is best used to maximize performance. I have strong reporting skills, recently implementing new reporting structures and MI across a sports broadcasting organisation for both the client and our competitors. I have extensive experience of dealing with clients both face to face and via conference calls. Through daily analysis I ensure my team are exceeding all KPI targets, providing corrective actions, training and process improvements when necessary. I played a leading role in the setup of a new project with over 200 FTE.

A client facing role, managing teams of coaches whilst ensuring quality standards and the expectations from both customers and clients are always exceeded. This role involved regular liaising with our Clients Vendor Manager, Vendor Quality Manager, Scheduling team, Sales teams and internal management to ensure the smooth operation of the contract through analysis and reporting of all relevant data to strict deadlines. Regular review of both technical and non-technical procedures and processes were carried out, ensuring all information flows where flawless and technical documentation was accurate and reliable.

Provided leadership, support, coaching and training for a team of phone agents. Duties included monitoring agent’s calls and behaviors in order to identify weaknesses and providing technical product training or soft skills training.