Ian Richards Email & Phone Number

Southampton, United Kingdom

I am responsible for creating plans and optimising resources across the channel. This includes NatWest and RBS services consisting of around 1800 agents. I deliver a high level of customer service at all times, using technology and systems to support the planning process. My role involves forecasting and tracking absences and events which may impact service and working with managers in order to communicate these and minimise any impact. I also work closely with the recruitment team to ensure that recruitment matches demand. I design and update tools to record and analyse data, and ensure accuracy of any data which is inputted

Hampshire

Within this role I implemented key changes and projects working both as part of a team as well as independently. This role involves adhering to regulations, both legislation as well as internal. I identified upcoming skills shortages and arranged training, as well as carrying out coaching and mentoring with less experienced staff. I took customer calls as a manager, in order to resolve any complaints, and acted as a point of reference to other staff in order to share knowledge with them

Southampton, United Kingdom

Within this role I worked within the contact centre, taking customer calls and providing outstanding service. This required problem solving and acting in a proactive way to identify customer needs. I worked within a team in order to achieve KPIs and targets.

Chartered Banking Institute Certified

Resourcing & Planning Foundation

Bachelor Of Arts - Ba, Photography, 2:1