Grace Ryan Email and Phone Number

- Working as part of a newly established team of Quality Analysts to improve quality on the whole across the call centre.- Providing coaching, support and training to staff.- Listening to calls each month, identifying areas of improvement and call trends. - Working with Team Leaders to assist with performance management.

- Line management of a team of Technical Support Agents (between 12-16 agents)- Carrying out quality assurance checks on calls taken by agents in my team.- Carrying out first stage sickness/performance reviews on behalf of HR.- Maintaining SLAs by ensuring there are enough staff ready waiting to take calls, and actively approaching those who were taking longer on calls to see if any support could be given.- Providing training on new systems. - Recruitment of call centre… Show more - Line management of a team of Technical Support Agents (between 12-16 agents)- Carrying out quality assurance checks on calls taken by agents in my team.- Carrying out first stage sickness/performance reviews on behalf of HR.- Maintaining SLAs by ensuring there are enough staff ready waiting to take calls, and actively approaching those who were taking longer on calls to see if any support could be given.- Providing training on new systems. - Recruitment of call centre staff through CV screening, interviews and assessment centres. - Working with staff to set targets to help them achieve their potential and improve their skills. Show less

- Providing support to Technical Support Agents whilst they gave technical mobile phone support to users of a large UK phone network. - Carrying out quality assurance checks on calls taken by agents in my team. - Providing feedback and coaching to help people develop their skills. - Working alongside the Team Leader to build a high performing team. - Dealing with escalated calls and complaints as a senior member of staff.

- Providing technical support and after sales support to customers of a large UK mobile phone network.- Working in line with call centre targets and company policies. - Keeping my own technical knowledge up to date.