Ian Ruane Email & Phone Number

Leeds, England, United Kingdom

Leeds, United Kingdom

Crossflatts. West Yorkshire

Responsible for leading teams of up to 15 FTE to achieve KPI's within a busy Contact Centre operation. Key Achievements include: * Reviewed and aligned coaching approach, leading to forty second reduction in AHT, improvement of the customer journey and a cost saving of four FTE. * Stabilised and enhanced a consistently failing admin team. Reduced backlog by 45%, removed waste and achieved service within a three week period. * Collaborated and designed recruitment programme leading to improvement in calibre of candidate as well as improvement to attrition. * Integrated diverse ways of working with company merger, utilising strengths of each company to enhance service levels. * Designed and implemented a triage team for complaints, leading to increase in first time resolution, improvement of quality and reduction of complain costs. * Design and implementation of Contact Centre Academy, post training, leading to reduced attrition and enhancing staff development at handover to the Team Leader. * Developed behavioural matrix for new recruits, leading to enhanced performance management and providing the training team with more autonomy in classroom environment. * Design and introduction of performance league tables, enabling identification of top performers, future successors and improved accountability.

Crossflatts, West Yorkshire

Responsible for leading a team of 12 FTE to achieve all KPI's in a regulated complaints environment.Key Achievements include:* Led improvements to work flow, within Customer Relations, reducing time spent on each complaint by 83 mins – approx saving of two FTE.* Influenced and negotiated a change to governance and quality assurance resulting in all Colleagues being treated fairly.* Led, designed and implemented Customer Relations induction and buddying system for new starters, improving engagement of Dept. and graduation from induction for new hires.

Gosforth, Newcastle

Responsible for leading a Contact Centre Operation of 100 FTE. Key Achievements include:* Led and motivated new teams in a changing environment, post company merger, leading to shrinkage reduction of 25 hours a day (3.57 FTE), across 100 FTE operation.* Restructured Team Leader activity leading to consistent delivery of 1:1's and coaching time, resulting in improved Dept. performance and increased levels of engagement.* Led and enhanced absence process, leading to improved absence management and reduction in short term absence.* Influenced HR function to introduce recruitment based on values, rather than competency, leading to improvement in attrition and quality of hires.* Owned and improved relationship with 3rd party stakeholder, leading to 57% increase in mortgage broker lead generation.