Declan Joyce Email & Phone Number

Managing the resources department for an award winning 100+ headcount multi channel contact centre. Providing short, medium and long term forecasts to ensure there is adequate cover across all channels on all 9 products. Line management of the 4 Resources Planning Analysts to ensure all planning, scheduling, real time and technical operations are completed.

Managing a multilingual team of international sales advisors to meet sales targets and deliver an excellent customer experience. Effective coaching and feedback to help advisors achieve individual targets, helping to increase sales and reduce the error rate significantly. Engaging with suppliers and couriers to ensure customer complaints were resolved.

Managing all aspects of the 24/7 multi channel contact centre operation, available at all times to assist staff and customers alike. Recruitment and training for all new starters. 121s, appraisals and coaching of up to 35 staff including team leaders and supervisors. Introducing new technologies to improve performance. Liaising with other department.

Overseeing day to day operations of a 24/7 contact centre to deliver industry leading KPIs. On call 24/7 to deal with resourcing and customer issues. Responsible for the recruitment and training of all contact centre staff. Line management responsibilities for 30+ contact centre agents including shift workers and home workers. Adjusting call scripts to.