Responsible for the Training and Coaching departments supporting the call center to achieve set goals and performance. Creating and re-working training and coaching modules to ensure always moving forward and meeting our customer expectations. Managing the two teams to encourage a high level of service throughout the call center with all advisors. Managing the Voice of the Customer and feedback to other parts of the business to work towards First Contact Resolution translating feedback into… Show more Responsible for the Training and Coaching departments supporting the call center to achieve set goals and performance. Creating and re-working training and coaching modules to ensure always moving forward and meeting our customer expectations. Managing the two teams to encourage a high level of service throughout the call center with all advisors. Managing the Voice of the Customer and feedback to other parts of the business to work towards First Contact Resolution translating feedback into action and support. Show less

Managing the Coaching Team and a team of quality assessors to encourage a high level of service throughout the call center. Ensuring relevant support sessions delivered whether through classroom learning, one to one support or sibe by side sessions. Managing the Voice of the Customer and feedback to other parts of the business to work towards First Contact Resolution.