Gary Turner Email & Phone Number

Glasgow City, Scotland, United Kingdom

My Current role is a Team manager for a banking client (currently Barclays Bank) within Huntswood where I manage a team of up to 15 agents who are taking general banking queries and providing the best possible customer service to all members. Along side managing the team of agents I have taken on a few tasks out with my initial job role. These entail pulling together all the KPI's data and putting this into a format that is easier to understand for all the team leaders along with all the ops managers so that we can all see trends quickly. I also manage the hours and bonuses for all 11 teams making sure all the agents are paid correctly whilst working closely with the other 10 team leaders and the payroll team.

Glasgow, Scotland, United Kingdom

My role at Bill Gosling Outsourcing (BGO) on the Nationwide Building society campaign, involves managing a team of up to 12 people all the time along with covering other teams at the same time when other TL's are off on holiday. My daily tasks include doing payroll, compiling data for the client, coaching agents on a weekly bases, new training material for the team and doing authentication checks for all the ones that I am managing at the time. On top of my daily tasks I will hold Training/refresher sessions for agents across the whole campaign to help drive the overall performance. When also required I will either lead or note take for investigations for disciplinary action.

Glasgow, Scotland, United Kingdom

During my time with Customer Experience People (CXP)/Huntswood I started out as a telesales advisor and I have progressed to a position of being a unofficial team leader where I supported the development of new staff coming on and have been in that position for a couple of years. My main role is to support the team with any day-to-day tasks and keep them up to date with stats on their performance. I also look at doing development with the team to help them progress and get the best out of them. I have worked on a number of different campaigns ranging from telesales for TV/BB, Customer service for premium brands such as Macallan whiskey to Banking for TSB bank, along with others.