Eve Stevens Email & Phone Number

Birmingham, England, United Kingdom

Birmingham, England, United Kingdom

-Operational and strategic management of 6 Regional Managers as my direct reports, 48-108 Customer Resolution Advisors across 9 locations.-Monitoring and managing HR and ER. Including, but not limited to, absence management (sickness, AWOL, LTS) performance management, disciplinaries and appeals, policy changes and role changes.-Capacity and resource.

Coventry, England, United Kingdom

-Accountable for a team of 8-14 Customer Resolution Advisors. -Responsible for KPIs for team including, but not limited to, Customer Satisfaction (across all channels), productivity (ensuring the team are working quickly enough to achieve capacity but not at the expense of the service being provided), SLA and employee engagement-Capacity and resource.

Coventry, United Kingdom

-Operational Management of 5 Team Leaders direct reports, 30 Contact Centre Agents and 83 Service Desk agents including performance management and development, resource and capacity planning, absence management including disciplinary interventions as and when required-Introducing customer focus/structured development to Service Desk alongside a skills.

Coventry, United Kingdom

-Accountable for delivering exceptional customer experience to a large retail company. Managing a team of 5-30 and working closely with the customer to improving the service offered to customers throughout the business.-Management of a number of contact channels, phone, email, social media and reviews within SLA-Complaint management for internet and retail.

Coventry, United Kingdom