Diane James-Mcfee Email and Phone Number

I am an experienced Operations Manager with more than 15 years’ experience. I have contributed to the strategic direction whilst leading operations in a variety of units including HR, Contact Centres, Back Office and One Stop Shops. I have considerable experience of working on a number of projects to deliver new systems and processes into operational environments. This includes working with the Oracle Cloud HCM project team to define payroll process maps, delivering training on Oracle HCM to Professional Users, UAT and smoke testing. Other projects such as CRM, Contact Centre Solutions and redefining business processes.I am an experienced user of Oracle Cloud HCM / Payroll. As HR Customer Services Manager I am responsible for the day to day operations of the HR helpdesk and Payroll Transactional function. Managing the payroll for 6000 plus employees across a diverse working group on varying terms and conditions.I have worked in the Contact Centre Industry for over 7 years. I have over 5 years experience of managing a busy inbound contact centre at a senior management level both strategically and operationally. I have managed significant service development such as, Performance Management, Quality Management Systems, Business Unit Service Planning, Identifying services for channel migration and developing strategies for reducing call volumes and avoidable contact. I led my department in achieving the Charter Mark Award in 2007 and the Customer Excellence Award in 2009Specialties: People Management, Outsourcing procurement, Project Management, PRINCE 2 Qualified, LEAN, Contact Centre Performance Management, Partnership Relationship, Contractor Relationship Management