Initial set up of a contact centre within IMS for an insurance client. Coordinating , recruiting and training all staff. Managing and supporting a team including performance management.Identifying and tailoring coaching and training requirements to further develop staff.Created, implemented and ongoing review of a bonus scheme.Ongoing review to implement process improvements.Monitoring of TCF & CPC.Complaint handing.Managing Client SLA and team KPI's.Relationship management of client & internal and external stakeholders.

Performance management of approximately 90 call centre agents along with 8 assistant managers.Management of SLA's and KPI's.Monthly reviews of bonus and incentives.Monitoring of staff engagement and morale.Quality and risk management.Working closely with underwriting broker and marketing department.Campaign management both inbound and outbound.Training development of sales and renewals staff.Relationship management with other keys business areas.Excellent communication with internal and external stakeholders.