Declan Joyce Email & Phone Number

United Kingdom

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 to a high standard. Liaising with senior management to make decisions about staffing requirements. Using WFO and excel tools to design and… Show more 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 to a high standard. Liaising with senior management to make decisions about staffing requirements. Using WFO and excel tools to design and implement the flexible rotas for agents in this highly seasonal contact centre. Show less

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 swiftly. Streamlined the complaints and returns process to reduce open complaints by more than two thirds. Increased customer satisfaction… Show more 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 swiftly. Streamlined the complaints and returns process to reduce open complaints by more than two thirds. Increased customer satisfaction results to exceed targets through direct customer engagement. Managed sales queries from clients across the globe but mainly in Turkey, China and the Middle East. Show less

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 managers to ensure the contact centre was operating in line with business needs and ethos, whilst still delivering an excellent customer… Show more 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 managers to ensure the contact centre was operating in line with business needs and ethos, whilst still delivering an excellent customer experience. Developed from scratch a call forecasting tool and used this to design shifts rotas, ensuring adequate phone coverage at all time. Developed the email, web chat and social media handling teams. Introduced agent targets in line with achieving contact centre KPIs and improving customer satisfaction. Show less

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 accommodate changes to working hours and opening times. Liaising with the director of HR to devise recruitment plans for this highly seasonal… Show more 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 accommodate changes to working hours and opening times. Liaising with the director of HR to devise recruitment plans for this highly seasonal industry contact centre. Responsible for all call forecasting and real time management of incoming calls and emails. Heavily involved in the procurement and implementation of the new phone system. Show less